topic Re: TALKTALK CONTACT ME NOW! in Full Fibre

TALKTALK CONTACT ME NOW!

ExtremelyUnhappyCustomer — Wed, 12 Mar 2025 19:44:27 GMT

I am putting this post up so that maybe some other unfortunate people can see how shambolic and useless the support is and how talktalk treat its customers….

February 12th my router stopped working for the second time in a month, the first time seemed to be an easy fix, change the Ethernet cable from port 4 to the WAN port and happy days it’s working.

The second time around however it wouldn’t be as simple……

I contacted talktalk on the day the router failed and to be expected was asked to go through the normal process of checking ONT box, router, connections etc. once established that there was nothing more I could do talktalk agreed to send out another router in 2-3 business days, great news! So I thought…..

4 days go by and no router, I contacted talktalk again… they had made an “error” and would get one sent out in another 2-3 business days, the 7th day comes and what a surprise, no router. I make contact again this time to be cut off every time I am in a chat with an agent (the only way to communicate by the way) the following day it arrives, I put it together and turn on….. nothing still nothing it simply will not stop the blinking orange light.

once again I am on the chat service spending more hours of my life waiting to talk to agents, finally connected to one I am told that I will need an engineer sent to fix the issue.

March 4th an openreach engineer comes to my home and spends 1.5hrs trying to fix the issue but was unable to resolve it or really u destined what the problem was, apparently the signal from talktalk was fine but no matter what he could not get it to connect with the modem, he suggested a new modem again as his only thought was that talktalk sent me a broken router….

once again I find myself on these ridiculous chat services waiting g to speak to agents… finally I speak to one just to be told they will not send another router because one has just been sent even though the engineer had left that in his notes! I am now at the point of frustration and tell them I will be requiring compensation for the amount of time I have had no working router to which I was told surprisingly I could get compensation for each day I haven’t had service.

Everyday since then I have been in contact with talktalk using the stupid chat services waiting and spending countless hours of my time trying to get some sort of resolution to this but to no avail, the agents began to end the chats because they had no more spiel to give me from their scripts and would all tell me to continue to pay my bill even without service!

absolutely shocking and disgusting behaviour from this network as I sit here still without a working router, no resolution from talktalk and completely unwilling to raise this issue to anyone senior, manager etc.

I have been taking transcripts of all the chats to prove the ineptitude of these people as well as proof that I was told I would receive compensation which i am now being told I would only receive when the issue is fixed?! Which they are not planning on doing?!

I asked to speak to a manager yesterday and was put on hold or whatever the equivalent is on the stupid chat thing and left there until beyond the closing hours on purpose I’m sure.

To talktalk I am collating all relevant information ie chats logs, transcripts, dates, hours wasted, engineer notes etc and will be approaching the communications ombudsmen unless you contact me immediately and resolve this issue, I refuse to use your chat services any longer and will only communicate through phone call

Re: TALKTALK CONTACT ME NOW!

fr8ys — Wed, 12 Mar 2025 20:00:12 GMT

Hi,

I appreciate your frustration but feel I need to advise you that this forum is manned by TalkTalk staff during normal office hours, Monday to Friday and staff here are unable to phone out.

Talking by phone can only be done by you phoning or by complaints staff.

Staff here are very good at sorting issues but it is only by posts on this threads

Hopefully they will be able to review your issues tomorrow and respond.

Re: TALKTALK CONTACT ME NOW!

Debbie-TalkTalk — Thu, 13 Mar 2025 06:33:33 GMT

Hi @ExtremelyUnhappyCustomer

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: TALKTALK CONTACT ME NOW!

ExtremelyUnhappyCustomer — Fri, 14 Mar 2025 07:18:11 GMT

I have now updated my Talktalk profile with the relevant information

Re: TALKTALK CONTACT ME NOW!

Debbie-TalkTalk — Fri, 14 Mar 2025 07:26:24 GMT

Thanks @ExtremelyUnhappyCustomer

Have you added the correct landline number? I'm unable to locate any details.

Could you check this again or add your TalkTalk account number to your Community Profile.

Thanks again.

Debbie

Re: TALKTALK CONTACT ME NOW!

ExtremelyUnhappyCustomer — Fri, 14 Mar 2025 09:53:58 GMT

I have changed the landline number to my account number

Re: TALKTALK CONTACT ME NOW!

Debbie-TalkTalk — Fri, 14 Mar 2025 10:03:29 GMT

Hi @ExtremelyUnhappyCustomer

Thank you. I've now located the details.

I can see that the line tests are clear. Just to confirm, have you received 2 new routers and both have not been working?

Re: TALKTALK CONTACT ME NOW!

ExtremelyUnhappyCustomer — Fri, 14 Mar 2025 13:39:34 GMT

No, my original router failed and talktalk sent me a new one, that also would not work, an open reach engineer came and said he could not understand why he could not get it to connect because connection via Ethernet cable to laptop for example works fine just not through the router, his only explanation was that talktalk must have sent me a faulty router

Re: TALKTALK CONTACT ME NOW!

Debbie-TalkTalk — Fri, 14 Mar 2025 13:40:58 GMT

Hi @ExtremelyUnhappyCustomer

Ok, I can send you a new router now, would you like me to arrange this?

Re: TALKTALK CONTACT ME NOW!

ExtremelyUnhappyCustomer — Fri, 14 Mar 2025 13:43:50 GMT

Yes thank you but I must ask if this new router also does not work where do we go from here?

Re: TALKTALK CONTACT ME NOW!

Debbie-TalkTalk — Fri, 14 Mar 2025 13:50:21 GMT

Hi @ExtremelyUnhappyCustomer

The router is on its way, please allow 24-48hrs for this to arrive.

If you are still experiencing the same fault with the new router then please let me know and I will ask our faults escalation team to take a look.

Thanks

Debbie

Re: TALKTALK CONTACT ME NOW!

ExtremelyUnhappyCustomer — Fri, 14 Mar 2025 13:52:55 GMT

Thank you for your helping, you have already been way more helpful than everybody that I have spoken to previously, I will update once the router has arrived and I have setup

Re: TALKTALK CONTACT ME NOW!

Debbie-TalkTalk — Fri, 14 Mar 2025 13:56:38 GMT

Hi @ExtremelyUnhappyCustomer

It's no problem. I will check in again with you on Monday to see how you are getting on and if the router has arrived.

Thanks again.

Debbie

Re: TALKTALK CONTACT ME NOW!

Debbie-TalkTalk — Mon, 17 Mar 2025 09:28:39 GMT

Morning @ExtremelyUnhappyCustomer

Have you received the router?

Re: TALKTALK CONTACT ME NOW!

ExtremelyUnhappyCustomer — Wed, 19 Mar 2025 18:28:09 GMT

my apologies for the late reply, I have not been home for a couple of days.

I received the router, set it up but still the same, blinking orange light

Re: TALKTALK CONTACT ME NOW!

Debbie-TalkTalk — Thu, 20 Mar 2025 08:11:36 GMT

Hi @ExtremelyUnhappyCustomer

Has it connected this morning? The line is showing in sync and connected.

Re: TALKTALK CONTACT ME NOW!

ExtremelyUnhappyCustomer — Thu, 20 Mar 2025 19:18:00 GMT

no its still the same blinking orange light, i can connect my laptop via ethernet directly to the open reach port in the wall and get internet but still not through the router, surely this has to be a router settings issue from talktalks side?

Re: TALKTALK CONTACT ME NOW!

fr8ys — Thu, 20 Mar 2025 19:41:54 GMT

This is weird as the router should just plug in and work.

What router have you been sent as I cannot see it's mentioned in the posts.

Could you perhaps post a photo of the back of the router showing which ports things are plugged into please?

I'm assuming you have also changed the ethernet cable to the new one sent with the router or if not how do you link the ONT box to the router?

Thank you.

Re: TALKTALK CONTACT ME NOW!

Debbie-TalkTalk — Fri, 21 Mar 2025 06:49:07 GMT

Hi @ExtremelyUnhappyCustomer

I'm really sorry that this is still ongoing.

Could you confirm the information requested in @fr8ys post please?

Re: TALKTALK CONTACT ME NOW!

ExtremelyUnhappyCustomer — Fri, 21 Mar 2025 21:05:59 GMT

routerThis is the router, power lead is plugged in and the new ethernet cable is plugged into the pink WAN port, nothing else attached