topic Re: No Internet for 8 days in Broadband

No Internet for 8 days

Smoggy — Mon, 05 Dec 2022 13:32:15 GMT

I'm at my wits end with this now. I've done live chat every day which takes up to an hour without any resolution at all. Talk talk say there is an outage and they are looking into it but still they can't give a time frame for it to be sorted. I'm not hopeful of it being resolved... should I just go with another provider... but they say whilst there an "open" case I'd be liable for over £80 to terminate my contract?

Re: No Internet for 8 days

Karl-TalkTalk — Mon, 05 Dec 2022 13:46:42 GMT

Under ofcom guidlines a provider has 30 days to repair a fault before you can leave without penalty so you would incur charges if you cancel at this point.

Our system is showing a possible outage so you may or may not be affected, however when I run the usual tests on your line, Openreach are not flagging an outage on their side.

The usual tests are passing and showing clear, so lets just cover a few things and then we can get this over to Openreach to see if there is a fault with your line.

Does your phone have a clear dial tone, are you able to make / receive calls ?

If the landline is working, have you tested another router to rule out a hardware fault ?

Have you also tested at the 'Test Socket' if you have one.

Karl.

Re: No Internet for 8 days

Smoggy — Mon, 05 Dec 2022 14:07:44 GMT

Yes I have a dial tone and telephone line and I've also tried the master socket. There's still no Internet

Re: No Internet for 8 days

Smoggy — Mon, 05 Dec 2022 14:10:08 GMT

... also I've asked for a different hub but they say there's no point until the outage is cleared? I don't understand how you can give so much more info than technical support who I've called daily for nearly an hour or so each time

Re: No Internet for 8 days

Karl-TalkTalk — Mon, 05 Dec 2022 14:19:48 GMT

I've a new Hub on the way so we can check that this has not failed. If this does not resolve, then I'll go through our engineer process with you.

The hub should arrive in 24-48hrs.

Thanks

Karl.

Re: No Internet for 8 days

Smoggy — Mon, 05 Dec 2022 14:22:35 GMT

Wow, Karl... thank you so much... maybe I should have tried this rather that l than live chat and I might have made more progress...

Re: No Internet for 8 days

Karl-TalkTalk — Mon, 05 Dec 2022 14:35:35 GMT

No Problem 🙂

Report back here as soon as the router arrives and let me know how it goes.

Karl

Re: No Internet for 8 days

Smoggy — Mon, 05 Dec 2022 14:41:28 GMT

I will do, thanks once again

Re: No Internet for 8 days

Karl-TalkTalk — Tue, 06 Dec 2022 15:31:38 GMT

i've sent you a PM with the Tracking number for your router order.

Karl.

Re: No Internet for 8 days

Smoggy — Wed, 07 Dec 2022 20:22:06 GMT

Alas Karl...I was really hoping the new router would solve the problem but it hasn't, still the same blinking orange light

Re: No Internet for 8 days

Smoggy — Thu, 08 Dec 2022 08:45:50 GMT

So I've received and tried the new router. Still not working. I'm now awaiting an engineer visit,,,seems as though I'm experiencing the same issues with the other poster

Re: No Internet for 8 days

Smoggy — Thu, 08 Dec 2022 08:47:33 GMT

.....Renegadedalek

Re: No Internet for 8 days

Debbie-TalkTalk — Thu, 08 Dec 2022 08:50:39 GMT

Hi Smoggy

I have replied to your Private Message.

Thanks

Re: No Internet for 8 days

Debbie-TalkTalk — Thu, 08 Dec 2022 10:12:04 GMT

Hi Smoggy

Thanks for confirming your details.

I have arranged the engineer visit for 12/12 AM (8am - 1pm) This was the first available appointment.

Please let us know how you get on following this visit.

Thanks again.

Debbie

Re: No Internet for 8 days

Smoggy — Thu, 08 Dec 2022 13:44:35 GMT

Very worrying

TalkTalk Broadband Reviews

Re: No Internet for 8 days

Karl-TalkTalk — Thu, 08 Dec 2022 14:16:20 GMT

I wouldn't worry. I've been at this for over 30 years now. Technology is fickle. I've worked for a number of providers and all will have their share of problems.

Karl.