topic Re: Disconnected without warning. in Broadband

Disconnected without warning.

PE___ — Tue, 24 Feb 2026 06:12:44 GMT

I recieved a text message last week saying that work was being done on the broadband network on the 23rd of February, and that I should expect a temporary loss of service. I lost service in the evening, and because it had been over an hour I decided to log-in to my TalkTalk account to see if there was an update on how long the work could take. When retrieving my code to log-in I noticed an email from only 5 hours previous reading "We're sorry you're thinking of leaving..." and to my shock when I logged in it said I was "disconnected".

I spoke to a member of your live chat and was told the "legacy" package I was on had been discontinued, and that the engineer may have raised the speed of my line. They also said that they were trying to change it back to keep my custom, but 12 hours later and I am still disconnected so I was wondering if you have an update on that? And if it's not possible, what do I need to do to get reconnected?

Re: Disconnected without warning.

nambuso-TT — Tue, 24 Feb 2026 07:03:49 GMT

Hi there @PE___ . I am very sorry to hear this. I will look into this for you.

Re: Disconnected without warning.

nambuso-TT — Tue, 24 Feb 2026 07:22:52 GMT

Looking into your account, I can see that your contract ended on the 23/02/2026. What I will suggest is that you contact our customer service team so that they will look into this for you:)

03451720088

They are open Monday - Friday 9am- 7pm and Saturday 9am- 6pm

Alternatively, you can use the live chat link below:

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