topic Re: Internet down for over a Week in Fibre

Internet down for over a Week

Pwhit — Fri, 09 Feb 2024 11:54:42 GMT

Please help... My Internet has been down for over a week now... I have logged a fault REP-13949303... But not really getting anywhere ... You sent a new router and still ths same issue.... You are costing me a fortune in time and money having to do a 50 mile round trip every day because I can't work from home... And your online chat isn't open when I get in..... I need you to fix it ... I have done all the trouble shooting... My router goes through the motions then the orange light just stays on

Re: Internet down for over a Week

Chris-TalkTalk — Fri, 09 Feb 2024 12:04:56 GMT

Hi Pwhit,

Sorry to hear that you're experiencing problems with your service. Can you please add your TalkTalk landline telephone number or account number to your community profile and we'll be happy to look into it for you

Chris

Re: Internet down for over a Week

Pwhit — Fri, 09 Feb 2024 12:46:16 GMT

Have added my land line number.... The phone is working fine... Just my Internet that isnt

Re: Internet down for over a Week

Chris-TalkTalk — Fri, 09 Feb 2024 12:58:02 GMT

OK thanks. Line test is passing and router appears to be in sync. Could you switch the router off and leave it off for at least 30 minutes then switch back on and retest?

Is your router currently connected to the test socket - Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: Internet down for over a Week

Pwhit — Fri, 09 Feb 2024 13:00:51 GMT

Did all of that last night and this morning and it didn't work..... I am 35 miles from home so can't do it again now as I have had to work from office and I can't work from home.... I have checked and double checked all connections

Re: Internet down for over a Week

Chris-TalkTalk — Fri, 09 Feb 2024 13:02:26 GMT

OK, if you've checked everything then the next step will be to arrange an engineer visit, if you'd like us to do this please let us know and we'll confirm some details with you

Chris

Re: Internet down for over a Week

Pwhit — Fri, 09 Feb 2024 13:05:58 GMT

Yes.... I want it fixing .... But I am only home on a Saturday and Sunday as I work full time and as mentioned have to be in the office due to this issue.... So what do you suggest,? I can't take time off to sit and wait all day for an engineer

Re: Internet down for over a Week

Chris-TalkTalk — Fri, 09 Feb 2024 13:14:41 GMT

We can only usually get appointment for weekdays (AM or PM). There is sometimes limited availability at the weekend

if you'd like us to book an engineer visit can you confirm:

That you accept potential Engineers charges
Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

Thanks

Chris

Re: Internet down for over a Week

Pwhit — Fri, 09 Feb 2024 13:26:24 GMT

I will have to get back to you.... I cannot have any time off for the next 3 weeks... I will have to see if I can get someone to wait in for them.... I am sure you will be more than happy charging me for a full months internet even though I can't use it.... Also di I actually need someone in ad my experience when you have had to come out to my mums is that the engineer doesn't even bother coming to the house ... Just messes about in the bt box down the road

Re: Internet down for over a Week

Debbie-TalkTalk — Fri, 09 Feb 2024 13:38:36 GMT

Hi Pwhit

If the line test is passing with no faults detected then we have no option but to arrange an appointed visit to the property.

In regards to auto compensation, this would not be applied for 3 weeks without service if we are able to book an earlier appointment to fix this fault.

Re: Internet down for over a Week

Pwhit — Fri, 09 Feb 2024 14:52:09 GMT

I will have to see if I can get time off work for this then unpaid...... Every time anything goes wrong with you guys it is such an effort to get anything fixed..... Do I will come back to you and let you know when I can lose half a day's pay to sit at home and wait for someone to come.... Knock on my door then trundle off down the street to mess in a bit box and the light magically appear back on my router. I say this every time... But once my contract ends I will seek out a new provider.

Re: Internet down for over a Week

Pwhit — Fri, 09 Feb 2024 15:04:40 GMT

Ok... Can you try and book me an engineer for next Friday afternoon.... If that is not possible then I will just have to leave it for now

Re: Internet down for over a Week

Pwhit — Fri, 09 Feb 2024 21:09:50 GMT

Is anyone going to come back to me on this please?

Re: Internet down for over a Week

Gliwmaeden2 — Fri, 09 Feb 2024 21:26:23 GMT

Staff will follow up after the weekend, @Pwhit.

Probably still plenty time ahead of Friday, as they don't book more than a few days ahead.

Re: Internet down for over a Week

Pwhit — Fri, 09 Feb 2024 22:05:57 GMT

Fingers crossed as I will need to organize taking unpaid time off work to get this fixed

Re: Internet down for over a Week

Chris-TalkTalk — Mon, 12 Feb 2024 08:56:45 GMT

Hi Pwhit,

Apologies for the delay. Could you just confirm that you accept potential engineer charges and we'll book the engineer visit for you

Thanks

Chris

Re: Internet down for over a Week

Pwhit — Mon, 12 Feb 2024 12:49:16 GMT

I have your customer service people calling me this afternoon... After the messing about on Saturday you are supposed to be sending me another router .... You can all decide between yourselves what you do ... I just need my internet fixing so I can work without having to drive 50 miles a day

Re: Internet down for over a Week

Chris-TalkTalk — Mon, 12 Feb 2024 13:01:50 GMT

Ok, no problem, just let us know if you need any further assistance from the community team

Chris

Re: Internet down for over a Week

Pwhit — Mon, 12 Feb 2024 19:44:39 GMT

Talk talk customer services never called me!! I don't know if you are sending me a new router or what is happening! This just St isn't good enough... I need to work from home from Monday next week... If I have no broadband I can't work and will not get paid!!!!

Re: Internet down for over a Week

Debbie-TalkTalk — Tue, 13 Feb 2024 07:46:38 GMT

Hi Pwhit

I'm really sorry to hear that our Customer Service Team did not make contact with you as promised.

There was a router sent on 06/02, did you not receive this router?