topic Re: Outage in Broadband

Outage

Sooty2 — Sat, 27 Jan 2024 13:06:39 GMT

No service in Newbiggin by the sea, TalkTalk as helpful as ever

Re: Outage

fr8ys — Sat, 27 Jan 2024 13:35:58 GMT

Have you checked the service status here? https://community.talktalk.co.uk/t5/Service-Status-Dashboard/bd-p/service

Have you reported this via phone or chat as this forum is supported by staff during normal office hours Monday to Friday.

If you wish to chat online, there is a link on this page.

https://community.talktalk.co.uk/t5/articles/our-live-chat-team/ta-p/2230529

Opening Hours can be found here - https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Or Try phoning 0345 172 0088

Opening Hours can be found here - https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529#

Re: Outage

AllyM — Sat, 27 Jan 2024 13:38:00 GMT

@Sooty2 ,

Are you saying the internet is down for the whole town?

Unfortunately, staff on this forum generally don't work weekends so you probably won't get a response from them here until Monday at the earliest. Live chat and telephone support should be available today to report the fault.

Re: Outage

Sooty2 — Sat, 27 Jan 2024 14:09:48 GMT

Can’t speak for the whole town obviously, outage began last night at 2130, the website is of little use and having just dealt with online customer agents, apparently my router is the problem. They are sending a new one but it is very coincidental that my broadband failed at the same time as a broadband outage was reported 🤷‍♂️. Customer service is very very frustrating and not actually speaking with someone has raised my stress levels.

guess when I receive the new router, it’ll either work or it won’t

Re: Outage

fr8ys — Sat, 27 Jan 2024 15:27:40 GMT

TalkTalk aren't responsible for fixing general outages that affect many people. This is down to openreach to fix.

TalkTalk can help with individual issues and I would guess they would have checked your line and finding no issues concluded it would be best to try a new router which they are sending.

If your line is found to be faulty again it's an openreach issue and would be referred to them to fix.

Such is the nature of technology these days that nothing can be fixed instantly.

Re: Outage

Anonymous — Mon, 29 Jan 2024 06:40:16 GMT

Morning,

I'm sorry for the delay. Thanks for the update and please let us know how you get on or if you need any further assistance.

Thanks

Michelle

Re: Outage

Anonymous — Wed, 31 Jan 2024 08:43:10 GMT

Hello,

Just checking back in to see how you're getting on and if the replacement router helped?

Thanks

Michelle

Re: Outage

Sooty2 — Wed, 31 Jan 2024 08:46:36 GMT

Morning, the new router was of no help at all, still zero internet after over an hour yesterday, an engineer is visiting this morning in the hope they can get it fixed.
This is all very coincidental with an outage in the NE that occurred on Saturday night.
Again we will see what the outcome is today

Re: Outage

Anonymous — Wed, 31 Jan 2024 08:49:55 GMT

Morning,

Thanks for the update and I'm sorry to hear this. We'll check back in with you this afternoon to see how you're getting on and hopefully the engineer will be able to get to the bottom of this for you.

Thanks

Michelle

Re: Outage

Anonymous — Wed, 31 Jan 2024 14:04:14 GMT

Good afternoon,

How are you getting on?

Thanks

Michelle

Re: Outage

Sooty2 — Wed, 31 Jan 2024 17:10:28 GMT

The engineer when he arrived confirmed the issue wasn’t with the router it with the exchange as the outage seems to have blocked the access from my router due to authentication which he immediately spotted. I’m now back with my system and now have all my devices reconnected

Re: Outage

Anonymous — Thu, 01 Feb 2024 06:34:19 GMT

Morning,

Thanks for the update and I'm glad to hear that the fault has been resolved. Please let us know if you need any further assistance.

Thanks

Michelle