topic Re: Internet connection in Broadband

Internet connection

Bulldog65 — Mon, 15 Sep 2025 14:54:11 GMT

Internet connectionI have been without my Internet connection now for over two weeks. The guy from open reach said the problem is with my router, because it has no lights. I have spoken so many times to the people on the chat here, and still nothing has been done. I’m having chemotherapy and radiotherapy for cancer of the oesophagus, and I can just do without the stress. It’s an absolute joke

Re: Internet connection

KeithFrench — Mon, 15 Sep 2025 14:55:33 GMT

I have asked one of TalkTalk's support team to pick up your thread 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.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number (TalkTalk Phone or Account number box )and, if possible, an alternative contact number. This can be done by clicking on your Avatar picture and then clicking on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: Internet connection

mandisa1-TT — Mon, 15 Sep 2025 15:02:55 GMT

Thank you so much for your help @KeithFrench

Hi there @Bulldog65 We sincerely apologize for the inconvenience caused and the stress we have brought to you. Please confirm your full address via Private message, i will order a free replacement router for you.

Re: Internet connection

Bulldog65 — Mon, 15 Sep 2025 15:13:49 GMT

No it has not fixed a solution and I have no idea why you are getting involved if you are just a customer.

Re: Internet connection

Bulldog65 — Mon, 15 Sep 2025 15:14:59 GMT

No I am not going to call you again. I did not use my landline number, so I use my mobile and I get charged for calling you. Look up my account, and get my phone number, and have the decency to call me

Re: Internet connection

Bulldog65 — Mon, 15 Sep 2025 15:17:11 GMT

Absolute worst service ever. I have been chasing my tail with your chat people for weeks. And it’s getting a bit too much. So pull your finger out

Re: Internet connection

mandisa1-TT — Mon, 15 Sep 2025 15:22:44 GMT

@Bulldog65, @KeithFrench is an expert and is on this forum to assist, as much as he is a customer. Please send me your full address's via Private message

Re: Internet connection

KeithFrench — Mon, 15 Sep 2025 15:18:15 GMT

Hi @Bulldog65

I am entitled to try & help you, that is the point of a community forum. I am also a moderator on here & I have asked TalkTalk to consider offering you a replacement router. They have in turn offered you one for free. No one mentioned calling you or you calling anyone else. This forum is online only & TalkTalk just need you to respond to a PM that they have sent you.

Re: Internet connection

mandisa1-TT — Mon, 15 Sep 2025 15:27:42 GMT

Thank you so much for the support @KeithFrench. We understand that @Bulldog65 might be frustrated and we are willing to help, as you have asked us to assist him, i am just waiting for him to send me his address, so i can assist further.

Re: Internet connection

KeithFrench — Mon, 15 Sep 2025 15:30:25 GMT

Hi @mandisa1-TT

The trouble is that @Bulldog65 has not read your post correctly, where you offered him a router & has instead been sending me PMs. I have asked him to re-read your post & send a PM to you.

Re: Internet connection

mandisa1-TT — Mon, 15 Sep 2025 15:32:11 GMT

I understand and apologize he was rude to you, i will send him a private message, hopefully he will respond there:)

Re: Internet connection

KeithFrench — Mon, 15 Sep 2025 15:34:19 GMT

Hi @mandisa1-TT

You have nothing to apologise for. He does seem rather rude, which is strange when the two of us have only tried to help him.

Re: Internet connection

Bulldog65 — Mon, 15 Sep 2025 15:43:11 GMT

I am rude? I’ve got some moderator who doesn’t even work for TalkTalk telling me what to do. I suggest you actually get a job with them full-time, instead of a lurking on this chat. Then things might get done you never know.

I am having cancer treatment for cancer of the oesophagus, and I need my Internet connection. I’ve been without it now for 18 days, and that is not acceptable. Now you’re just a moderator, so keep your nose out of it

Re: Internet connection

mandisa1-TT — Mon, 15 Sep 2025 15:50:51 GMT

I have ordered a free replacement router for you as @KeithFrench has asked me to assist with this. You should receive it within 2-3 working days. Our systems will automatically compensate you 30 days after the fault has been resolved, please refer to the following article on auto compensation: About your auto compensation credit .
I am wishing you a speedy recovery, love and light. I would like to confirm is there anything else that i can assist you with

Re: Internet connection

Bulldog65 — Tue, 16 Sep 2025 18:02:44 GMT

I am not going to refer to anything, I just won’t be paying my bill

Re: Internet connection

ferguson — Tue, 16 Sep 2025 18:06:28 GMT

In which case you are likely to encounter late payment fees and further issues going forwards. Why not just wait until the replacement router arrives and then check if all is well?

Re: Internet connection

nambuso-TT — Thu, 18 Sep 2025 07:34:42 GMT

@ferguson Thanks for advising. @Bulldog65 please take note of what @ferguson has mentioned, if you do not pay your bill, you are likely to encounter late payment fee. If you are eligible for compensation, our systems will automatically compensate you 30 days after the fault has been resolved. Thanks You can refer to the above compensation sent by @mandisa1-TT.