topic Re: Can Talk Talk ever fix my internet connection?? in Broadband

Can Talk Talk ever fix my internet connection??

Aking1987 — Tue, 25 Feb 2025 23:19:53 GMT

My internet connection dropped out completely on the 20th Feb. Reported to TalkTalk via chat (very hard to do with unreliable phone data). I have subsequently had three engineers out (two from Openreach and one from Talk Talk). My open case has been closed twice as resolved, but I am still without internet. Openreach have said the external fault is fixed, Talk Talk say there is no internal issue. All this without proper communication to me, the customer. I need to have a working broadband connection, both me and my partner work from

home and are losing income. The live chat is tedious and unhelpful and it’s impossible to actually speak to a human being when you call. I just want my internet fixed, I am at my wits end now

Re: Can Talk Talk ever fix my internet connection??

Gliwmaeden2 — Tue, 25 Feb 2025 23:26:13 GMT

It will help speed things up when staff pick this up during the day if you have completed your community forum profile details so that staff can identify your account, @Aking1987.

Go via your avatar; settings; add your Talktalk phone number or account number in Personal Information. Scroll down to find the SAVE CHANGES button.

Re: Can Talk Talk ever fix my internet connection??

Aking1987 — Wed, 26 Feb 2025 07:08:36 GMT

Thank you, I’ve updated my number on my account so hopefully someone will reply today

Re: Can Talk Talk ever fix my internet connection??

Debbie-TalkTalk — Wed, 26 Feb 2025 08:07:09 GMT

Hi @Aking1987

I'm sorry to hear this.

The line test hasn't detected any line faults. Is the router connected at the test socket at the moment?

Have we recently sent you a new router for testing?

Re: Can Talk Talk ever fix my internet connection??

Aking1987 — Wed, 26 Feb 2025 09:56:34 GMT

Hi,

yes everything is plugged in. I have had an engineer come out already and test a new router but it still didn’t connect

Re: Can Talk Talk ever fix my internet connection??

Aking1987 — Wed, 26 Feb 2025 09:57:06 GMT

Hi,

yes everything is plugged in. I have had an engineer come out already and test a new router but it still didn’t connect

Re: Can Talk Talk ever fix my internet connection??

Anonymous — Wed, 26 Feb 2025 10:00:12 GMT

Morning,

Thanks for confirming. Please can you confirm acceptance of possible time related engineer charges and also provide a few days availability AM (8-1) and PM (1-6) and we can arrange this visit for you.

Thanks

Michelle

Re: Can Talk Talk ever fix my internet connection??

Aking1987 — Wed, 26 Feb 2025 10:03:38 GMT

Hi Michelle,

I am available Thursday and Friday this week 8am-1pm. Will this be another talk talk engineer? I’ve already had one visit so i hope I’m not being charged each time for visits when this is not an issue I have caused

Re: Can Talk Talk ever fix my internet connection??

Debbie-TalkTalk — Wed, 26 Feb 2025 10:21:31 GMT

Hi @Aking1987

No, this would be an Openreach Engineer visit. I've arranged the engineer visit for 27/02 AM (8am - 1pm)

Please let us know how you get on following this visit.

Thanks again.

Debbie

Re: Can Talk Talk ever fix my internet connection??

Aking1987 — Wed, 26 Feb 2025 10:26:22 GMT

Thank you Debbie, that’s great, thank you for your help. I will post again if the issue is not resolved

Re: Can Talk Talk ever fix my internet connection??

Debbie-TalkTalk — Wed, 26 Feb 2025 10:29:34 GMT

Hi @Aking1987

Thank you. I will also check in again with you after the engineer visit.

Debbie

Re: Can Talk Talk ever fix my internet connection??

Debbie-TalkTalk — Fri, 28 Feb 2025 06:58:08 GMT

Hi @Aking1987

How are you getting on following the engineer visit?

Re: Can Talk Talk ever fix my internet connection??

Aking1987 — Fri, 28 Feb 2025 13:15:31 GMT

Hi!
the engineer fitted a new phone socket and gave me a new cable. Still no connection but when he tested it on his router it connected immediately. He contacted Talk Talk yesterday for a new router to be sent to me. Will this come via courier or Royal Mail? I wasn’t sure how long I will need to wait for a new router

thanks!

Re: Can Talk Talk ever fix my internet connection??

Chris-TalkTalk — Fri, 28 Feb 2025 14:05:31 GMT

Hi Aking1987,

The router was dispatched yesterday by Royal Mail so it will probably arrive tomorrow or Monday if you've not received it today

Chris

Re: Can Talk Talk ever fix my internet connection??

Aking1987 — Fri, 28 Feb 2025 14:15:34 GMT

Thank you Chris, will I need to be at home to sign for it?

Re: Can Talk Talk ever fix my internet connection??

Chris-TalkTalk — Fri, 28 Feb 2025 14:17:03 GMT

No problem. No and the box is designed to fit through the letter box

Chris

Re: Can Talk Talk ever fix my internet connection??

Aking1987 — Sat, 01 Mar 2025 17:19:49 GMT

Thank you! Just an update, I received the new router today and it appears to be a stable connection so far.
just a couple of things… the BT engineer mentioned that my speed history shows that it has been much slower than it should be. How can I check this now that I have a new router?
Also are customers able to apply for compensation when their service has been unavailable? We have been without internet since the 20th Feb

thank you!

Re: Can Talk Talk ever fix my internet connection??

Gliwmaeden2 — Sat, 01 Mar 2025 18:00:03 GMT

You don't apply for compensation, it should appear up to 30 days after resolution of the issue, @Aking1987.

It can't be chased up therefore for c a month. If it's still not showing, post afresh in the billing section for staff to contact the compensation people.

See this information page:

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

Give the system time to settle down again with a working router, then look at your speed history in My Connection. Go via the service status dashboard.

That will show you your minimum guaranteed speed as well as your actual daily average.

Re: Can Talk Talk ever fix my internet connection??

Aking1987 — Sat, 01 Mar 2025 20:17:19 GMT

Thanks, that’s really helpful to know!

Re: Can Talk Talk ever fix my internet connection??

Chris-TalkTalk — Mon, 03 Mar 2025 07:36:54 GMT

Hi Aking1987,

Glad to hear that there has been an improvement with the new router. I can see that Gliwmaeden2 has answered your questions about compensation. If you need any further assistance just let us know

Chris