topic Re: No internet since 4/12/22 in Broadband

No internet since 4/12/22

M_Rayers — Thu, 15 Dec 2022 18:19:33 GMT

We are losing patience and faith in TalkTalk quickly. We've had no internet since Sunday 4th December 2022, which is almost 2 weeks. In this day and age this is unacceptable given how reliant we all are on it. We can't work as need the internet to work from home, can't log into the childrens schooling along with all the other devices and TV that require the internet to be able to use them. We have spoken to live chat multiple times, which was a waste of our time and had a call from a 'manager' who said we would hear more in 2-3 days, which hasn't happened. Our router has an orange light flashing on it so think we need a new one but nobody is willing to consider this as the issue. We keep being told we have to wait for Openreach. But how long for? Ofcom regulations state auto compensation will be paid after 2days without service, but this doesn't seem to bother TalkTalk. We have had to buy more data for our phones as we have no wifi and this is something we can't afford to do. We need our internet and the service we are paying for. At the moment TalkTalk are breaching regulations by not providing us with this service. PLEASE can somebody actually fix this issue and get us back online. It is causing so much stress and mental health strain, it isn't fair. Also, responses and updates would be useful, but we aren't getting these either. Looking forward to this now being resolved with immediate effect.

Re: No internet since 4/12/22

Divsec — Thu, 15 Dec 2022 20:31:03 GMT

Hi @M_Rayers sorry to hear this and I can confirm your post has been escalated and you should hear tomorrow. Save a little bit of time by adding your land line phone number to your community profile (not here please) This enables the team to identify your account and do some checks for you.

Re: No internet since 4/12/22

Karl-TalkTalk — Fri, 16 Dec 2022 08:50:43 GMT

Hi M_Rayers

If you can add your Home Phone number to your 'Community Profile' we can take a look.

Karl.

Re: No internet since 4/12/22

M_Rayers — Sat, 17 Dec 2022 22:00:33 GMT

Hi, telephone number has been added.

We have been advised that there is no issue with the internet connection, but we still have no broadband. We have followed all the troubleshooting steps and still the amber light is flashing on the router. We are now 2 weeks with no internet which is unacceptable. Please send us a new router as I assume this is the problem. Thank you

Re: No internet since 4/12/22

Debbie-TalkTalk — Mon, 19 Dec 2022 09:26:54 GMT

Hi M_Rayers

The replacement router is on its way, please allow 48hrs for this to arrive.

Let us know how you get on.

Thanks

Debbie

Re: No internet since 4/12/22

M_Rayers — Wed, 08 Feb 2023 21:11:18 GMT

Hi,

The issue was resolved (thank you for your help!) but we have not received our automatic ofcom compensation yet. We seem to still have a fault open when I check my talk talk dashboard, don't know if this is the reason why? That fault can be closed now. Can you please look into it and confirm when we'll receive the compensation?

Thanks

Matt

Re: No internet since 4/12/22

ferguson — Wed, 08 Feb 2023 21:36:07 GMT

I have re-escalated this for the support team to look into for you.

Re: No internet since 4/12/22

Arne-TalkTalk — Thu, 09 Feb 2023 08:37:11 GMT

Hi M_Rayers.

I have asked the Auto compensation team to pick this up.

Once the investigation is complete you will receive an SMS/Email.

Regards