topic No broadband for over a week in Fibre

No broadband for over a week

Mattc3 — Fri, 26 Apr 2024 10:48:30 GMT

Hi, I’ve had no broadband for over a week now, was told a new micro filter was being sent out a week ago today, hasn’t arrived. I work as a civil servant from home with vulnerable customers and also have young children who are going stir crazy. I’ve tried using the chat system but not getting a reasonable or human response. I need this escalated please

Re: No broadband for over a week

Debbie-TalkTalk — Fri, 26 Apr 2024 10:52:29 GMT

Hi Mattc3

I'm really sorry to hear this.

Please can you add your name and TalkTalk landline number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie

Re: No broadband for over a week

Mattc3 — Fri, 26 Apr 2024 15:14:34 GMT

Thank you Debbie, number and name added to profile

Re: No broadband for over a week

Gliwmaeden2 — Fri, 26 Apr 2024 18:41:17 GMT

Staff will follow up after the weekend, @Mattc3.

Re: No broadband for over a week

Anonymous — Mon, 29 Apr 2024 06:26:56 GMT

Hi Matt,

I'm sorry for the delay. I've run a test on the line now which is clear, however it shows that the router might be powered down. Can I just confirm, have you tested with a different router? If not then we can send one ASAP.

Thanks

Michelle

Re: No broadband for over a week

Mattc3 — Mon, 29 Apr 2024 18:03:56 GMT

Hi, I don’t have another router to test it with. Switched it off and on numerous times but still hast a flashing orange light. Thanks for your support. Matt

Re: No broadband for over a week

Karl-TalkTalk — Tue, 30 Apr 2024 05:34:31 GMT

Hi Mattc3

A new router is on the way to you, so this can be tested and ruled out.

Thanks

Karl.

Re: No broadband for over a week

Anonymous — Fri, 03 May 2024 07:54:54 GMT

Morning Matt,

How are you getting on? Has the replacement router arrived?

Thanks

Michelle

Re: No broadband for over a week

Mattc3 — Sun, 05 May 2024 08:40:08 GMT

Hi. No, router hasn’t arrived yet

Re: No broadband for over a week

Debbie-TalkTalk — Tue, 07 May 2024 07:11:22 GMT

Hi Mattc3

Apologies for this.

If you haven't received this by the end of today then please post back here and let us know.

Re: No broadband for over a week

Mattc3 — Tue, 07 May 2024 19:57:13 GMT

Hi, router still hasn’t arrived

Matt

Re: No broadband for over a week

Debbie-TalkTalk — Wed, 08 May 2024 06:11:50 GMT

Hi Matt

I'm really sorry about this.

I've escalated this to our warehouse team and requested that the router is sent out again ASAP.

I will keep monitoring and I will post back on this thread as soon as I have further information.

Re: No broadband for over a week

Debbie-TalkTalk — Thu, 09 May 2024 06:18:57 GMT

Hi Matt

The team have advised that you should receive this within the next 48hrs. Could you please Private Message me the first line of your address just so i can check the delivery details.

Thanks

Re: No broadband for over a week

Mattc3 — Mon, 13 May 2024 07:04:35 GMT

Thanks. New router sorted it. All working as it should. Best wishes

Matt

Re: No broadband for over a week

Debbie-TalkTalk — Mon, 13 May 2024 07:14:36 GMT

Hi @Mattc3

I'm so glad to hear this 🙂

Thanks for letting me know.

I have sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie