topic Re: I don't know where to go from here in Fibre

I don't know where to go from here

Eloisesl — Tue, 16 Jan 2024 14:02:07 GMT

I've been without internet since last Wednesday or Thursday. Last Friday, on my 3rd conversation with the online chat/technical team we were told the problem was the router and that a new one would be sent. I spoke to someone earlier today as we still haven't received it, to be told that no order was placed for a router. I was then disconnected from that chat after an hour, because I didn't respond while they checked the line - again - reconnected to someone else, to go through yet more line checks, to be told the ethernet cable is the problem, despite my telling him we don't connect using an ethernet cable.

I have genuinely no idea where to go from here. Would I be better off getting my own talktalk router to try?

Re: I don't know where to go from here

Chris-TalkTalk — Tue, 16 Jan 2024 14:16:58 GMT

Hi Eloisesl,

Can you add your TalkTalk home telephone number or account number to your community profile and we'll be happy to take a look at this for you

Chris

Re: I don't know where to go from here

Eloisesl — Tue, 16 Jan 2024 14:20:01 GMT

I've added my phone number.

Re: I don't know where to go from here

Chris-TalkTalk — Tue, 16 Jan 2024 14:26:21 GMT

OK thanks. Are you experiencing any problems with your telephone service, is there a dial tone?

Chris

Re: I don't know where to go from here

Eloisesl — Tue, 16 Jan 2024 14:29:02 GMT

Hi Chris, we don't have a landline phone plugged in, or one available.

Re: I don't know where to go from here

Chris-TalkTalk — Tue, 16 Jan 2024 14:30:18 GMT

OK. Is your router currently connected to the test socket?

Chris

Re: I don't know where to go from here

Eloisesl — Tue, 16 Jan 2024 15:49:10 GMT

Yes it is.

Re: I don't know where to go from here

Anonymous — Wed, 17 Jan 2024 07:26:52 GMT

Good morning,

I'm sorry for the delay. As the line tests are clear, would you like us to send a replacement router for testing purposes to rule this out?

Thanks

Michelle