3 weeks without Wi-Fi

[JavierFernandez]

I want to complain about the way your company has been dealing with an issue I am having with my wi-fi router.

• My first call was on the Friday 23rd June 2023 at 11.50am (50 minutes call). A lady helped me identify that there was a problem with my wi-fi router, and she said I would get a new one in 3 to 5 working days.
• My second call was on the Wednesday 28th June 2023 at 6.31pm (19 minutes call). A gentleman reassured me I would get the router in the next day or two (I also asked to be phone before the delivery, as at this point I was not working from home anymore). I also asked for a refund for all those days I had been without wi-fi, and the person said the refund would be reimbursed automatically in my next bill.
• My third call was on the Monday 3rd July 2023 at 3.17pm (34 minutes call). The lady said that she could see the order was processed on the 28th June (the same day I made my second call); she could not tell me why the order was not processed on the day of my first call (23rd June). She said that the order would take 3 to 5 working days (starting on 28th June), therefore I would get it by 5th July. She could not give a reference number, but she said I would get an email from the courier company. She also reassured me I would get a refund for all those days I have been without wi-fi, starting on the 23rd June.

Today is 12th July 2023. Not only I have not received my wi-fi router, but neither have I received any kind of follow-up communication from your team as to why. I work from home, and I work in IT which requires me to have wi-fi for certain devices I work with; you have left me without wi-fi for 3 weeks, forcing me to work from my friend’s house all this time.

This is what I want you to do:

• Investigate why this has happened and communicate this back to me
• I want my wi-fi router
• I want written confirmation that I will get refunded for every day you have left me without wi-fi

If I do not get a satisfactory conclusion to this complaint, I will be complaining to the Regulator. I will not phone you again anymore, I have already spent a total of 104 minutes (which is a lot of money), and I got nothing out of you.

[Chris-TalkTalk]

OK thanks 

[JavierFernandez]

I am working from a friend's home at the moment because of you. I will answer this when I get back home.

I'm pretty sure all 4 lights are green, but I will confirm later on.

[Chris-TalkTalk]

Thanks for the information. Could you tell me which router you have and which lights are on, on the ONT

Chris

[JavierFernandez]

Hi Chris,

My router is off and I will not turn it on again. I tried all the tests I saw in this community site. After 45 minutes with customer service, the lady did remote tests on it and she said I would get a replacement router.

As you can see from my post, the problem is not only the fact my router does not work (and that I have been left without wi fi all for 4 weeks now), it's also that I had make 3 calls to your customer service where I was promised something that has never happened, I wrote 2 topics here where you people (and I'm sorry if I sound rude) are parroting the same stuff about lights and about "wired ethernet" without understanding what I need and the frustration I'm going through. I sent already 2 emails to concerns@talktalkplc.com to no avail. 

If you were never going to send me a replacement router, you should have said it, instead of promising something you were never going to do in the first place.

[Chris-TalkTalk]

Hi Javier

What colour is the light on your router at the moment? Have you tried connecting your router to your test socket? Line test is picking up an issue but it's saying that it's most likely in your home

Thanks

Chris

[JavierFernandez]

I do not use voice service, and I do not use wired connection. As part of my job, I need wireless connection (to connect to my pc, my mac and my tablet at the same time).

[Michelle-TalkTalk]

Hello,

I'm really sorry to hear this and we can look into this for you. Can I just confirm, does the connection work if you connect wired, is it just the wireless that won't connect? What lights are currently on the router please? Has the previous router never worked or has it become intermittent?

Thanks

[ferguson]

Have you checked to see if there is a connection via ethernet? Is your voice service working? 

[JavierFernandez]

Done

[Gliwmaeden2]

@JavierFernandez, if you have had complete loss of service, automatic compensation will kick in. The process is detailed here:

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

You'll see that the number of days compensated will be calculated after the matter is resolved and it can then take about a month to process.

Staff will respond to your thread, but for them to identify your account you must complete your community forum profile details. 

Go via your avatar/name; settings; add your Talktalk landline number  / account number to Personal information. SAVE CHANGES. 

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