topic Re: No connection for 2 days in Full Fibre

No connection for 2 days

ann3939 — Sun, 17 Nov 2024 11:29:47 GMT

I have had no Internet connection for 2 days. I have called talktalk several times and it still hasn't been sorted.

Re: No connection for 2 days

Gliwmaeden2 — Sun, 17 Nov 2024 12:44:39 GMT

@ann3939, please ensure that you have completed your community forum profile details for Talktalk staff to identify your account.

Go via your avatar: settings, drop down menu....Personal Information. SAVE CHANGES.

They will reply after the weekend.

You may be due compensation if it continues for many days. See:

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

Re: No connection for 2 days

Debbie-TalkTalk — Mon, 18 Nov 2024 07:19:47 GMT

Hi @ann3939

I'm really sorry to hear this.

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

Thanks

Debbie

Re: No connection for 2 days

Debbie-TalkTalk — Tue, 19 Nov 2024 07:39:37 GMT

Hi @ann3939

Thanks for updating your Community Profile.

The line test is clear but I can see that the line is not in sync.

Have we recently sent you a replacement router for testing?

Re: No connection for 2 days

ann3939 — Tue, 19 Nov 2024 10:03:43 GMT

I have spoken to someone at talktalk and they are sending me a new router. Shame they didn't send one when I agreed to renew my contract. I still haven't received a welcome pack either. Shocking service.

Re: No connection for 2 days

Debbie-TalkTalk — Tue, 19 Nov 2024 10:17:58 GMT

Hi @ann3939

Apologies for this.

I've checked and you should receive the router within the next 24-48hrs.

Please let us know how you get on.

Thanks

Debbie

Re: No connection for 2 days

ann3939 — Sat, 23 Nov 2024 12:22:25 GMT

Hi, my router eventually arrived on Thursday afternoon so after 5 and a half days of having no Internet I now have a connection. However if when I renewed my contract with you a router had have been sent then all of this would have been avoided. I work from home and as such have lost a lot of money this week. I will be expecting compensation from Talktalk and would like this highlighted on my account. I have raised a complaint and was told that someone would call me regarding this, but yet again empty promises from staff at talktalk. I had no Internet from 16th November until 3.30pm on 21st November.

Re: No connection for 2 days

Gliwmaeden2 — Sat, 23 Nov 2024 12:32:55 GMT

@ann3939, if the router was working fine at the time of renewal, a new one would not be sent out.

Talktalk is trying to do its bit for the environment, so you'll need to return the defunct router. If there's no prepaid returns bag supplied, staff can get one sent out to you.

Ask for that on this thread.

Also read the link I posted in my first reply. It takes 30 days after resolution for compensation to be paid, if it applies.

It's therefore far too soon to be chasing it up as the matter was only recently resolved.

If it's not showing up in the next month, post afresh in the billing section of the forum for staff to look into it.

Compensation is a generous amount per day, relative to normal subscriptions, after the first few days.

It can't cover loss of earnings. See the detailed Ts&Cs linked at the foot of the page. You have a residential service and the Ts&Cs you signed up to do not reflect the fact that more people now work from home.

There is Talktalk for business as a specialised service for business use.

Re: No connection for 2 days

ann3939 — Sat, 23 Nov 2024 23:37:13 GMT

For your information when I renewed my contract I upgraded to superfast broadband and the router I had was an old postoffice router which I've had for 4 years. I have already been told by a member of staff from talktalk that a new router should have been sent or the existing one checked for compatibility. I gave received the correct router and returned the old one in the bag that was provided. Regarding compensation talktalk have credited 25 pounds to my account for not realising that I needed a new router and if you had done your homework you would have known that. They have said that I will be compensated after 30 days. I was merely asking that it be noted on my account. I found your reply to be cold, unsympathetic, and rude.

Re: No connection for 2 days

Gliwmaeden2 — Sun, 24 Nov 2024 00:01:08 GMT

Sorry, I didn't realise I was expected to do homework. Just trying to help you out in my spare time, with no view of your account.

Community stars have no access to personal details.

We are not staff, but fellow customers, as is made quite clear.

There is no way that we know that you have already been credited x amount.

Thank you, @ann3939.

Re: No connection for 2 days

Debbie-TalkTalk — Mon, 25 Nov 2024 07:33:43 GMT

Hi @ann3939

Apologies for this.

A new router would only be sent if you were experiencing a fault with your current one at that time.

If you contact our Customer service team using Live Chat then they can discuss your bill/compensation with you.

Thanks

Debbie