topic Re: Internet connection problems in Fibre

Internet connection problems

AllIWant4XmasIsWifi — Fri, 13 Dec 2024 18:32:14 GMT

Connection problems with my broadband since Tuesday 10th December. Used the online tools to report the fault and it seemed fixed yesterday - that lasted only a few hours. Last night and today barely had any service. Cannot speak to anyone on the phone. Rang to cancel and got a recorded message that Talk Talk can't take the call. Two people in the house work from home and both have lost wages this week due to this issue. I need compensation for loss of earnings. But I really just want to speak to someone to understand the problem and get a new router sent out. I had success yesterday wth the chatbot but not today as the internet cut out too many times. The phone options just end. Can I please speak to someone and get a new router plus compensation for loss of earnings. Or tell me how to cancel as this level of non-service is outrageous.

Re: Internet connection problems

Gliwmaeden2 — Fri, 13 Dec 2024 19:31:27 GMT

Staff will not be back on here before Monday, @AllIWant4XmasIsWifi.

Check opening hours meanwhile here:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Your service is for residential purposes, so loss of earnings are not Talktalk's responsibility, but the automatic compensation for total loss of service is generous, relative to what we pay pro rata for our service.

Once a fault is resolved, you'll hear back about compensation within 30 days.

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

See the Ts&Cs at the foot of the page, as these cover Talktalk's liabilities and describe the specifications of your contract.

If you are still in contract and wish to cancel there will be early termination fees, which apply unless you have given Talktalk time to thoroughly investigate the issue.

Re: Internet connection problems

Chris-TalkTalk — Mon, 16 Dec 2024 07:37:49 GMT

Hi AllIWant4XmasIsWifi,

If you still need assistance can you please update your community profile to include your:

Name
Telephone 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

Chris

Re: Internet connection problems

Sooziecat — Thu, 09 Jan 2025 14:45:54 GMT

My internet drops out several times each morning. Reported to TalkTalk 29/10/24. 5 engineer visits, 22 hours waiting in and more on the phone and still not resolved. They even charged me for 2 missed visits (no visits were missed). Absolutely appalling service from TalkTalk.

Re: Internet connection problems

Chris-TalkTalk — Thu, 09 Jan 2025 15:38:17 GMT

Hi Sooziecat,

Can you please start your own thread/topic in the appropriate support section and we'll be happy to help

Chris