I wanted to share my recent support experience, which has been extremely frustrating, in the hope of finding a resolution. My internet went down last week, and I initially tried working with TalkTalk support to diagnose the issue. After spending over two hours on chat, performing multiple resets, checking connections, and going through setup checks, we still couldn’t identify the problem. Eventually, I managed to diagnose it myself by observing the flashing amber light pattern on my router, which was boot-looping and unresponsive to any inputs. The router’s WebUI was also inaccessible, which further confirmed a fault.
In the end, I bought a new modem router from Amazon to restore my connection as I rely heavily on the internet for work. This outage was highly disruptive, and the support process added further stress. I initially scheduled an engineer visit, but upon identifying the issue, I canceled to avoid a £75 charge for something I had already identified as a faulty router.
Here’s where my frustration deepens: when I contacted TalkTalk to request a replacement router, I was told they couldn’t send one since I had canceled the engineer appointment. I find this response unreasonable, given that I effectively diagnosed the issue myself, saving TalkTalk the trouble of an engineer visit, yet the support team insisted that without the appointment, they couldn’t provide a replacement. I was also told that I’d need to go through another lengthy diagnostic process on WhatsApp/X to qualify for the replacement.
I feel that this is nonsensical. I have put in the effort to troubleshoot and identify a faulty router, which should be covered by TalkTalk, especially given my long-term contract. I’m sharing my experience here to raise awareness and hope TalkTalk can resolve this by sending me a replacement router without further delays or unnecessary diagnostics. I literally just want to have a working internet.
