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No connection no engineers

louisesk
First Timer
Private Message TalkTalk
Message 22 of 22
My internet went down on 20.08.24, i went onto the chat and did all the testing and after nearly 2 hours an appointment was booked for me. This appointment was 6 days later 26.08.24 on the bank holiday. I received a text at 10.02am on the 26.08.24 telling me the engineer was no longer coming. I called the number and they said he had called in sick and i had to reschedule. I was assured i would be compensated with a £29.15 payment going into my account for my trouble. I rescheduled to Wednesday 28.08.24 between 3-6 and waited in and by 6.15 no-one again had turned up.
I got in touch through web chat and was told they was going to dispatch someone straight away. Noone turned up.
Thursday 29.08.24 i contacted TalkTalk again and arranged another Engineer for the same day and requested 4pm as i was not losing anymore time off work. The agent confirmed and then at 1.25pm the engineer called saying he would be there at 3pm.
I told what had been arranged and i would be contacting customer services. The customer service agent assured me that they would send someone out for 3pm as i had to book more time off work as i did not want to wait any longer for an engineer. I then received a text from TalkTalk saying the booking had been cancelled and i was being charged £75. I straight away told the agent and requested that i was going to be emailed confirmation that i was not liable to pay this money and also confirmation that the engineer was attending today.
I have had nothing and again left work early for the promised appointment and again no-one turned up.
 
I have now had to book another appointment for next week which will be 12 days with no internet and constant time wasted by your company. I do not want to carry on with this service and have been utterly disappointed with all the lies from your agents. I requested a router to be sent out to me which was declined but all i can see is that would have been a whole lot easier than waiting for your engineer. 
 
21 REPLIES 21

Message 1 of 22

Hi @Sam12344! 

 

Please can you create your own topic on the Community, we can then take a look at this for you.

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Sam12344!
First Timer
Private Message TalkTalk
Message 2 of 22

I’m having a really bad issue again with talk talk been waiting nearly a month now to have someone come fix my internet constantly get promised an engineer is coming out who never turns up list so much pay with booking days off promised again and again it’s the vilest company for internet Iv never had any issues like I have with this company and would advise people to stay clear of the hassle 

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Message 3 of 22

Hi @louisesk 

 

Thanks for your reply.

 

I'm just sending you a Private Message. I will refund this engineer charge.

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louisesk
First Timer
Private Message TalkTalk
Message 4 of 22

They attended the 4th appointment 

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Message 5 of 22

Hi @louisesk 

 

I'm sorry to hear this.

 

Can I just check, did the TalkTalk engineer attend at the property?

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louisesk
First Timer
Private Message TalkTalk
Message 6 of 22

Thank you 

 

Message 7 of 22

I'll move this to the billing section for you, @louisesk.

 

Hopefully it will be picked up on Friday - otherwise after the weekend. 

 

It seems to be generally a billing topic now that the fault has been sorted. 

 

N.B: Compensation takes up to 30 days after resolution to materialise:

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

 

Gliwmaeden2, a fellow customer.
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louisesk
First Timer
Private Message TalkTalk
Message 8 of 22

The broad =band has been fixed but i have had a £75 charge on my bill. I have tried chatting and keep getting passed from person to person. The £29.15 compensation i was offered and was told would go on my next bill has conveniently not materialized. Will anybody clear all this mess up please as it is now taking over all my time.

 

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Message 9 of 22

OK thanks. The engineer will be able to test with a replacement router, please let us know how you get on

Chris

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louisesk
First Timer
Private Message TalkTalk
Message 10 of 22

I am currently not at home, but all this has been done three times and made no difference.

The engineer is finally supposed to be coming out tomorrow !!!

 

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Message 11 of 22

OK. Could you just check that all the router cables are connected correctly. If they are then can you switch the router off and leave it off for at least 30 minutes, then switch back on and retest

Chris

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louisesk
First Timer
Private Message TalkTalk
Message 12 of 22

i dont have a telephone connected to the line

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Message 13 of 22

OK. Line test is passing but showing that the router is powered down. Are you experiencing any problems with your telephone service, is there a dial tone?

Chris

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louisesk
First Timer
Private Message TalkTalk
Message 14 of 22

orange

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Message 15 of 22

Thanks. What colour is the light on the router?

Chris

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louisesk
First Timer
Private Message TalkTalk
Message 16 of 22

yes it is 

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Message 17 of 22

Hi louisesk,

 

Thanks for updating your profile. Could you just confirm that your router is currently switched on and connected to the telephone socket

 

Chris

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louisesk
First Timer
Private Message TalkTalk
Message 18 of 22

updated

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louisesk
First Timer
Private Message TalkTalk
Message 19 of 22

updated

 

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Chris-TalkTalk
Support Team
Staff
Private Message
Message 20 of 22

Hi louisesk,

 

I'm really sorry about this, 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

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