topic Re: Incident number but no update in Broadband

Incident number but no update

RMadden — Sun, 11 Feb 2024 14:54:27 GMT

Hi,

My broadband has been down for 48 hours. I have reported a fault online and have an incident number. I've also done the usual self-help drills (reboot, test socket). Will TalkTalk be looking into this? Is there anything else I can do? I need bandwidth for work from Monday...

Thank you!

Re: Incident number but no update

KeithFrench — Sun, 11 Feb 2024 21:47:24 GMT

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

Re: Incident number but no update

Karl-TalkTalk — Mon, 12 Feb 2024 09:53:59 GMT

Hi RMadden

All line tests are clear, no obvious issues showing.

do you have access to another router for testing to see if this has failed, or do you need me to send one ?

Thanks

Karl.

Re: Incident number but no update

RMadden — Tue, 13 Feb 2024 18:49:51 GMT

Thank you for responding. I've tried a new router, but no luck.

You're migrating me to FTTP next Friday, but annoying in the meantime.

Re: Incident number but no update

Debbie-TalkTalk — Wed, 14 Feb 2024 06:37:18 GMT

Hi RMadden

Apologies for this.

As you have tried a different router at the test socket I can try and book an engineer visit, would you like me to arrange this?

Thanks

Re: Incident number but no update

RMadden — Wed, 14 Feb 2024 08:16:10 GMT

Hi Debbie,

I've tried connecting a new router to the test socket but no luck.

I'd love an engineer visit if you can arrange one. Do you have my details?

Richard

Re: Incident number but no update

Debbie-TalkTalk — Wed, 14 Feb 2024 08:21:53 GMT

Hi Richard

Yes I can see the details linked to your Community Profile.

Please can you provide a couple of days availability AM and PM?

Can you also read the details in the following link and confirm potential engineer charges Engineer charges

Re: Incident number but no update

RMadden — Wed, 14 Feb 2024 08:32:04 GMT

Hi Debbie,

Thank you!

I understand the charges.

I can be around today all day, Friday 16th all day, Saturday and Sunday 17th/18th all day, Tues 20th all day.

Thank you!

Richard

Re: Incident number but no update

Debbie-TalkTalk — Wed, 14 Feb 2024 08:52:29 GMT

Hi Richard

Thanks for your reply.

I have arranged the engineer visit for 16/02 AM (8am - 1pm)

I will check in again with you on Friday after the engineer visit.

Debbie 🙂

Re: Incident number but no update

RMadden — Fri, 16 Feb 2024 09:46:32 GMT

Hi Debbie,

The engineer is with me now and he says the router I've bought isn't compatible with TalkTalk. Please could you send me out a new router after all?

Thank you, and apologies for the faff.

Richard

Re: Incident number but no update

Debbie-TalkTalk — Fri, 16 Feb 2024 09:50:30 GMT

Hi Richard

Thanks for your reply.

Which router are you currently using?

I can see that the eero has already been ordered and you should receive this just before your FTTP goes live.

Re: Incident number but no update

RMadden — Fri, 16 Feb 2024 10:00:40 GMT

Hi Debbie,

It's the Sagemcom with the angled flip-out stand.

But if it won't arrive before next Friday (when I go FTTP) don't worry, I'll carry on tethering.

Thank you!

Richard

Re: Incident number but no update

Debbie-TalkTalk — Fri, 16 Feb 2024 10:05:08 GMT

Hi Richard

The Sagemcom WIFI hub should work ok. Have you tried factory resetting the router using the pin hole reset for ten seconds?

Re: Incident number but no update

Debbie-TalkTalk — Fri, 23 Feb 2024 07:42:43 GMT

Hi Richard

Do you still need help with this?

Re: Incident number but no update

RMadden — Sun, 25 Feb 2024 12:48:24 GMT

Hi Debbie,

Sorry for the late response. I bough a new TalkTalk router from Amazon and that fixed it.

On Friday I moved to Full Fibre, so no problems.

Just one remaining question - how do I get hold of a digital voice adapter for my Eero?

Thank you!

Re: Incident number but no update

Debbie-TalkTalk — Mon, 26 Feb 2024 07:08:42 GMT

Hi RMadden

I'm so glad to hear that everything is now working, thanks for letting me know.

Can I just check, which package do you have? Is it VOIP?

Re: Incident number but no update

RMadden — Mon, 26 Feb 2024 09:36:46 GMT

Hi there,

It's Fibre 900 data only, with the two Eero routers.

Thank you!

Re: Incident number but no update

Debbie-TalkTalk — Mon, 26 Feb 2024 09:43:51 GMT

Hi RMadden

Thanks for your reply.

This is a data only package so we wouldn't send out a DVA. Did you want a VOIP package?

Re: Incident number but no update

RMadden — Mon, 26 Feb 2024 09:49:09 GMT

Hi Debbie,

Is it possible to add it at this stage?

Thank you!

Re: Incident number but no update

Debbie-TalkTalk — Mon, 26 Feb 2024 09:53:32 GMT

Hi RMadden

I can't do this on the Community. If you contact our Loyalty Team then they can take a look at this for you.

Thanks again.

Debbie