topic Re: No internet for over a week! in Broadband

No internet for over a week!

Boringharvey — Tue, 27 Sep 2022 18:56:34 GMT

Solid orange light on hub! Live chat with talk talk went through their fault protocol, escalated to technical, I can expect a call from them in 48-72 hours, still waiting for a call 6 days later. Spoke to Talk talk went through their fault protocol, they think it’s a server fault, some one will contact me, I’m still waiting , three days later. I’ve tweeted talk talk, went through their fault protocol, I still have no internet! My question is how long do Talk talk have before they’re in breach of their contract and I can go with another provider? Thanks

Re: No internet for over a week!

Gliwmaeden2 — Tue, 27 Sep 2022 19:43:51 GMT

There's automatic compensation after the fault is resolved, @Boringharvey.

If you simply leave, you wouldn't get that, and might well take the problem with you to the new provider.

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

So give them at least a month....!

Any sooner and you'll be charged early termination fees.

Re: No internet for over a week!

Anonymous — Wed, 28 Sep 2022 05:35:59 GMT

Hello,

Can you please update your community profile to include your:

TalkTalk Telephone number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Re: No internet for over a week!

Boringharvey — Wed, 28 Sep 2022 21:53:04 GMT

Profile updated!

Re: No internet for over a week!

Anonymous — Thu, 29 Sep 2022 05:40:51 GMT

Morning,

I've run a test on the line which hasn't detected a fault. Can I just confirm, is the voice service ok? Do you have a dial tone? Does the main socket have a test socket? Do you have an alternative router that you can test with please?

Thanks

Re: No internet for over a week!

Boringharvey — Fri, 30 Sep 2022 15:12:41 GMT

I have a dialling tone, the telephone isn’t the problem, just the internet! I have a test socket, but no backup router to test. I’m also expecting a call from technical as I type this, they say they’re able to sort the problem 🤞

Re: No internet for over a week!

Boringharvey — Fri, 30 Sep 2022 17:01:40 GMT

Guess what? They scheduled in a call between 16.00-18.00, they didn’t call, that’ll be another 3 days to add to the previous 11 days without internet! Absolutely shocking service.

Re: No internet for over a week!

Chris-TalkTalk — Mon, 03 Oct 2022 06:24:54 GMT

Hi Boringharvey,

Sorry about the missed callback. You appear to have an internet connection now, is everything OK at your end?

Chris

Re: No internet for over a week!

Boringharvey — Tue, 07 Feb 2023 21:03:28 GMT

Hi, I’d like to raise an official complaint. Does anyone have any advice as the auto bot sends me round in circles. Tia

Re: No internet for over a week!

Gliwmaeden2 — Tue, 07 Feb 2023 21:30:31 GMT

Follow the guidelines via the link to COMPLAINTS at the foot of the page, @Boringharvey.

Chat is live earlier in the day, 9am till 9pm. Full details of opening hours are at the foot of this page:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Re: No internet for over a week!

Anonymous — Wed, 08 Feb 2023 08:44:10 GMT

Morning,

I'm sorry to hear this. The line test is clear. Just to confirm, do you have a FTTP connection?

Thanks

Re: No internet for over a week!

Boringharvey — Wed, 08 Feb 2023 17:13:56 GMT

Compensation hasn’t been forthcoming! I’d like to raise an official complaint, but the auto bot sends me round in circles, can someone please advise?

Re: No internet for over a week!

Gliwmaeden2 — Thu, 09 Feb 2023 01:49:56 GMT

@Boringharvey, it should get you to an actual human being. What time are you trying to use Chat?

Re: No internet for over a week!

Anonymous — Thu, 09 Feb 2023 06:35:37 GMT

Hello,

Can I just confirm, is your connection now working ok? Is your post now in relation to our auto compensation?

Thanks