topic Re: Broken router and problems with resolving. in Broadband

Broken router and problems with resolving.

MartaG — Sun, 18 Dec 2022 14:11:25 GMT

Good afternoon, I would like to share with my existing experience with customer service with Talktalk. Two days ago I find that my Internet doesn't work. So I connected you and after all checks you did I received information that I needed to have engineers appointment because problem is in my house. Engineers have been booked for 3rd January which is really bad before Christmas time. I need to agree because I didn’t have other options. Luckily yesterday I checked that my friends rourer work properly on my line so my router doesn't work properly. After check on Comunity I was sure that is easy way to sort it and like you did it with other people you will send my new router and I can send back my old one. Unfortunately my disappointment, because even that you still want me to have engineers at home (they will be before Christmas or not, nothing sure). I have filling that this is done to charge me for this because like I see on Comunity there is quickly and easy way to resolve my problem. I don't understand why other same problem was solved by just sending new router and my case is waiting for engineers to just give me new router. 😔 sorry for long text but I'm sad that this happened just before Christmas time.

Re: Broken router and problems with resolving.

fr8ys — Sun, 18 Dec 2022 14:11:55 GMT

I can't see you have contacted the community before regarding this issue. Was it previously via Phone and / or Chat?

Staff here work normal office hours and should get back to you Tomorrow or Tuesday, but with the run up to Christmas may be short staffed.

You are in their queue for a response.

Re: Broken router and problems with resolving.

MartaG — Sun, 18 Dec 2022 14:33:30 GMT

Hi‌🙂‌ I contacted with Talktalk by chat and also by phone. That is why I am waiting now for engineers. Unfortunately with no guarantee that I will have them before Christmas. Thank you for answering.

Re: Broken router and problems with resolving.

Debbie-TalkTalk — Mon, 19 Dec 2022 08:15:45 GMT

Hi MartaG

Would you like me to take a look at this for you or have our Live Chat team already provided support?

Thanks

Re: Broken router and problems with resolving.

MartaG — Mon, 19 Dec 2022 09:45:53 GMT

Hi Debbie, If you could help me with that I would be really grateful. Because now I'm waiting for engineers only to get new router. And they are booked for 3rd January and I really liked to have Internet before Christmas 🥺

Re: Broken router and problems with resolving.

Debbie-TalkTalk — Mon, 19 Dec 2022 09:58:26 GMT

Hi MartaG

Sorry about this. I can send out a new router today, would you like me to arrange this?

Re: Broken router and problems with resolving.

MartaG — Mon, 19 Dec 2022 10:01:08 GMT

Yes 🙏 🙂🙂🙂🙂

Re: Broken router and problems with resolving.

Debbie-TalkTalk — Mon, 19 Dec 2022 10:05:26 GMT

Hi MartaG

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

Please let us know how you get on.

Thanks

Debbie

Re: Broken router and problems with resolving.

MartaG — Mon, 19 Dec 2022 10:06:57 GMT

Thank you so much 🙂 you are 🌟.

Re: Broken router and problems with resolving.

MartaG — Mon, 19 Dec 2022 10:09:33 GMT

One more question do I need now to cancel engineers appointment or they will be informed that issue is already resolved? Because I don't know how this works?

Re: Broken router and problems with resolving.

Debbie-TalkTalk — Mon, 19 Dec 2022 10:16:02 GMT

Hi MartaG

No problem 🙂

Would you prefer to wait until the router arrives before cancelling the engineer visit?

Re: Broken router and problems with resolving.

MartaG — Mon, 19 Dec 2022 10:39:14 GMT

No because I don't need them in case that you send me already new router. They are busy so I won't block their time. So can be cancelled.

Re: Broken router and problems with resolving.

Debbie-TalkTalk — Mon, 19 Dec 2022 10:40:09 GMT

Hi MartaG

Ok, I'm just sending you a Private Message to confirm some details so I can cancel this engineer visit for you.

Thanks

Debbie

Re: Broken router and problems with resolving.

Debbie-TalkTalk — Mon, 19 Dec 2022 11:35:44 GMT

Hi MartaG

Thanks for confirming your details.

I have cancelled the TalkTalk engineer visit as requested.

Debbie

Re: Broken router and problems with resolving.

MartaG — Thu, 22 Dec 2022 13:59:02 GMT

Just wanted to say thank you for help. Router arrived yesterday and already connected. Everything seems to be fine. Thank you very much for so quick response and now I have connection with all my family. Thank you and Merry Christmas 🎅 🎄 🙂

Re: Broken router and problems with resolving.

Chris-TalkTalk — Thu, 22 Dec 2022 14:02:39 GMT

That's great news MartaG, thanks for letting us know 🙂

Merry Christmas

Chris