topic Re: Connection keeps dropping out in Fibre

Connection keeps dropping out

Shucooper — Fri, 13 Dec 2024 22:57:33 GMT

My connection keeps dropping out. The router has constant white light but all devices say no internet. Some people say a new router has been sent. How do i get one?

cant get through to anyone after waiting hours on a chat i get cut off.
#connection

#router

susan

Re: Connection keeps dropping out

fr8ys — Sat, 14 Dec 2024 14:14:27 GMT

Openreach say they have issues in various regions.

Please see here for details.

https://community.talktalk.co.uk/t5/Service-Status-Dashboard/bd-p/service

Are you in one of these areas perhaps?

Please note that staff here are not back until Monday,

You are in the staff's queue for a response.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and the support staff can view.
Please post back when done.
Thank you

Re: Connection keeps dropping out

Shucooper — Sun, 15 Dec 2024 14:18:34 GMT

Thank you but im not in one of the listed areas. I have been waiting on the chat for hours over the last few days. I was told yesterday they are monitoring it for 24 hours. Its still dropping out now when i contact the chat i got to an agent and they ended the chat. I found a number and it tells you to use text chat that takes you back to the website! If you hold on the call it says they are closed. How is that 24/7 support?

Re: Connection keeps dropping out

fr8ys — Sun, 15 Dec 2024 16:28:27 GMT

24/7 support is a miriad of different options. During opening hours it's phone and chat support, out of hours you have volunteers such as myself, and customers trying to help other customers with suggestions.

Out of hours there are a number of self help options such as line tests within my account and topics on various issues including TV phone and Broadband, which are searchable.

Phone lines are not available Sundays but chat is.

Opening Hours can be found here.

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

Re: Connection keeps dropping out

Anonymous — Mon, 16 Dec 2024 10:58:07 GMT

Good morning,

Can you please update your community profile to include your:

Name
Telephone number or Account number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle