topic Re: Broadband not working in Fibre

Broadband not working

jamespb407 — Fri, 19 Jul 2024 10:52:11 GMT

My broadband has been down since last night.

Re: Broadband not working

Debbie-TalkTalk — Fri, 19 Jul 2024 10:54:54 GMT

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: Broadband not working

jamespb407 — Fri, 19 Jul 2024 10:57:29 GMT

I have added my number

Re: Broadband not working

jamespb407 — Fri, 19 Jul 2024 13:01:40 GMT

I have done this

Re: Broadband not working

Debbie-TalkTalk — Fri, 19 Jul 2024 13:04:45 GMT

Hi @jamespb407

Apologies for the delay. We are still experiencing some system issues at the moment affecting line tests.

I will post back to confirm once this has been resolved so we can run some tests.

Re: Broadband not working

Anonymous — Mon, 22 Jul 2024 05:47:24 GMT

Morning,

I'm really sorry for the delay. I've run a test on the line which is clear but the line is not showing in sync. Does your main socket have a test socket please? Do you also have an alternative router that you can test with? If not then we can send a replacement router for testing purposes to rule this out.

Thanks

Michelle

Re: Broadband not working

jamespb407 — Tue, 23 Jul 2024 07:08:07 GMT

I am receiving a replacement router today to test if that is the problem. Should I start that up as normal when it arrives?

Re: Broadband not working

Anonymous — Tue, 23 Jul 2024 07:13:43 GMT

Hi james,

Thanks for the update. Yes please and we'll check back in with you later on this afternoon to see how you're getting on.

Thanks

Michelle

Re: Broadband not working

Karl-TalkTalk — Tue, 23 Jul 2024 14:05:07 GMT

Did the router arrive today ?

Karl.

Re: Broadband not working

jamespb407 — Tue, 23 Jul 2024 16:35:11 GMT

No. I understand it was ordered Saturday and so hopefully tomorrow it will arrive

Re: Broadband not working

Anonymous — Wed, 24 Jul 2024 06:11:14 GMT

Morning james,

Ok thank you for the update.

Michelle

Re: Broadband not working

jamespb407 — Wed, 24 Jul 2024 08:31:48 GMT

Good morning

The replacement router has arrived and the connection has been restored.
I will send back the old model tomorrow.

Re: Broadband not working

Anonymous — Wed, 24 Jul 2024 08:33:44 GMT

Hi james,

I'm glad to hear this 🙂

Michelle

Re: Broadband not working

jamespb407 — Wed, 21 Aug 2024 13:56:09 GMT

are you able to advise on the status of compensation for this previous outage? It has been 28 days and I have received nothing from Talktalk on the compensation I am due, and have previously asked for my exit fee to be waived as a result of this outage and told to await compensation

Re: Broadband not working

Gliwmaeden2 — Wed, 21 Aug 2024 15:15:15 GMT

I'd post afresh in the billing section but with reference to this thread, @jamespb407.

If it wasn't a line fault (just a router) they may quibble as it won't necessarily show on their records.

And it won't be for a huge amount of time as the first few days are allowed for resolving the fault.

Re: Broadband not working

Gliwmaeden2 — Wed, 21 Aug 2024 15:17:19 GMT

I'd post afresh in the billing section but with reference to this thread, @jamespb407.

If it wasn't a line fault (just a router) they may quibble as it won't necessarily show on their records.

And it won't be for a huge amount of time as the first few days are allowed for resolving the fault.

Details of how automatic compensation works:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

Re: Broadband not working

Arne-TalkTalk — Fri, 23 Aug 2024 06:16:37 GMT

Hi @jamespb407

Fault reported Friday19th resolved Wed 23rd, Auto Compensation is applicable for 1 day.

Your cancellation fee is over £200 that would not be waived.