topic Re: Fault with my broadband in Broadband

Fault with my broadband

Melanie79 — Mon, 03 Apr 2023 13:32:42 GMT

Hi everyone

I have reported a fault with our broadband on the 1st April it keep dropping out and we've had an orange light on all day. How long does it normally take to fix a fault and how do I go about getting some compensation

Re: Fault with my broadband

Nicola5456 — Mon, 03 Apr 2023 17:00:04 GMT

Good luck! I've had no broadband since beginning of March. Spent 4 hours in total on stupid chat service as can't get to speak to anyone directly and twice they've promised to send me a new router.....still waiting! Asked for compensation and told if I qualified they would send it automatically....I can't ask for compensation!! It's a shambles.

Re: Fault with my broadband

Skynet_TX — Mon, 03 Apr 2023 18:44:45 GMT

Hi @Melanie79,

The support team here will be back tomorrow, and may be able to get an update on your fault. It very much depends where the fault is as to how long it may take to resolve, for example, if the fault is out on the external phone network that is looked after by Openreach, their standard response time for residential faults is 2-3 working days.

Details of the auto compensation scheme can be found here

For one of the TalkTalk Support Team on this community to be able to look into your current issue 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 add your account number to the ‘private notes’ section 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.

Re: Fault with my broadband

Gliwmaeden2 — Mon, 03 Apr 2023 19:10:38 GMT

@Nicola5456,

Please start your own thread, and staff will advise you when they are back on here in the daytime.

You need to return to the message board and click on start a topic.

Apart from that, please follow all the advice in the previous reply.

Staff will only respond to the original poster.

Re: Fault with my broadband

Anonymous — Tue, 04 Apr 2023 06:14:00 GMT

Hello,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact 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