topic Re: Internet down for many days. Technical assistants keep giving conflicting info. in Broadband

Internet down for many days. Technical assistants keep giving conflicting info.

Amberleck — Mon, 12 Dec 2022 19:56:25 GMT

Hi,

We've had no internet now for many days. Engineer still showing as pending on the fault and no SMS confirmation to confirm an appointment has been booked.

I've spoken to three talk talk technical assistants who have all told me different things. One told me an engineer has been out, another said they would come today (even though it is 7pm UK time) and another said they were waiting for them to write notes. Getting absolutely nowhere and not confident an appointment has even been booked.

How can I speak to someone who actually can tell me what is going on?

Re: Internet down for many days. Technical assistants keep giving conflicting info.

Skynet_TX — Mon, 12 Dec 2022 20:39:38 GMT

Hi @Amberleck,

For one of the TalkTalk Support Team on this community to be able to look into this you will need to update your community profile to include :

Your name
Landline telephone number that your TalkTalk service is provided on (this is shown in ‘My Account’) OR your account number if you have Full Fibre with no landline
An alternative contact number

This will allow them to identify you, and they will then be able to help.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk Support Team on this community can see your profile details).

Then they will hopefully be able to respond to this post tomorrow and hopefully get you an update on what is happening.

Re: Internet down for many days. Technical assistants keep giving conflicting info.

Debbie-TalkTalk — Tue, 13 Dec 2022 08:32:39 GMT

Hi Amberleck

I'm really sorry to hear this.

Can I just check, have you tested with a different router at the test socket?

Re: Internet down for many days. Technical assistants keep giving conflicting info.

Amberleck — Tue, 13 Dec 2022 19:40:58 GMT

Hi Debbie,

Yes we have tested with the test sockets. We have done all troubleshooting steps.

An engineer came out and identified a problem however it has still not been resolved the issue.

Re: Internet down for many days. Technical assistants keep giving conflicting info.

Debbie-TalkTalk — Wed, 14 Dec 2022 06:35:28 GMT

Hi Amberleck

Thanks for your reply.

I'm just sending you a Private Message to confirm some details so I can book an Openreach engineer visit to the property.

Thanks again.

Debbie

Re: Internet down for many days. Technical assistants keep giving conflicting info.

Debbie-TalkTalk — Wed, 14 Dec 2022 08:55:45 GMT

Hi Amber

Thanks for confirming your details.

I have arranged the engineer visit for Friday 16/12 PM (1pm - 6pm) Will this date and time be ok?

I can see that a TalkTalk engineer visit has been arranged for next week, will it be ok if I now cancel this visit as we have arranged an Openreach visit?

Thanks again.