topic Re: No broadband, No update with fault for 36 hours in Fibre

No broadband, No update with fault for 36 hours

Victoriastu — Mon, 13 Jan 2025 08:04:24 GMT

How do I get an update on the fault I logged at 9:51pm on Saturday evening? It's now Monday morning and it is STILL saying I will have an update in 5mins. I need to work from home in 1 hours time... HELP

I can't find live chat and it won't let me raise a new fault.

I need to know whether I'm in the queue for being sorted or if my fault has got stuck? It's been saying I'll find out in 5 mins for so long!

Re: No broadband, No update with fault for 36 hours

Anonymous — Mon, 13 Jan 2025 08:17:39 GMT

Good morning,

Can you please update your community profile to include your:

Name
TalkTalk 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

Michelle

Re: No broadband, No update with fault for 36 hours

Victoriastu — Mon, 13 Jan 2025 08:38:36 GMT

Hello Michelle,

Thanks for your message, I have updated my community profile with the info you requested.

Thanks

Victoria

Re: No broadband, No update with fault for 36 hours

Anonymous — Mon, 13 Jan 2025 08:47:34 GMT

Hi Victoria,

Thank you. I've run a few different line tests now which are all clear, however I can see that the router is not currently in sync and connected. Is your voice service ok and do you have a dial tone? Does your main socket have a test socket? Do you also have an alternative router that you can test with please? If not then we can send a replacement router for testing purposes to rule this out.

Thanks

Michelle

Re: No broadband, No update with fault for 36 hours

Victoriastu — Mon, 13 Jan 2025 09:14:12 GMT

Yes, there is a dial tone. Please do order a replacement router for me as a priority and i did log this issue on Saturdayeve and had no update for all of yesterday. This is having a massive impact on me for work.

How quickly can you get a replacement router to me please?

Re: No broadband, No update with fault for 36 hours

Victoriastu — Mon, 13 Jan 2025 09:15:12 GMT

How quickly can you get a replacement router to me please?

Re: No broadband, No update with fault for 36 hours

Victoriastu — Mon, 13 Jan 2025 11:14:36 GMT

Hi Michelle,

Can you give me an update please?

How quickly can you get a replacement router to me please?

Victoria

Re: No broadband, No update with fault for 36 hours

Chris-TalkTalk — Mon, 13 Jan 2025 12:57:39 GMT

Hi Victoriastu

I've ordered a router, it should be with you within a couple of working days

Chris