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Broadband help

For queries about your TalkTalk broadband service.

Frustration over home broadband - no connection and appalling customer service

thedonkey17
Visitor
Private Message TalkTalk

Monday

Message 3 of 3

Hi all and wondered if anyone can help?
My mum recently got a new TalkTalk router to enable broadband for the first time. Upon installing it (as per instructions) all we got was the flashing amber light, then we reset it, then flashing amber light again. I took it upon myself to "speak" to an advisor on live chat and for an hour we went through the basics of set up, confirming my email address, account holder etc etc - after 1hr 14mins it was suggested that we arrange an engineer for a cost of £75 to come out and check it. I politely declined this "offer". There has been a line check done and they've advised that it's clear but I can definitely hear some popping/ crackling on the line - surely this is down to the provider to sort this as part of their monthly charge? I'm not (well, my mum) is refusing to pay for an engineer to come out and tbh, I didn't find TalkTalk advisor very sympathetic towards getting it resolved. I've read somewhere that Openreach can check lines and master socket (only 1) as part of their customer commitment but really need to try and sort it out.

 

Any ideas as to where I can go with this?

 

Many thanks for reading....

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2 REPLIES 2

Michelle-TalkTalk
Support Team
Staff
Private Message

Tuesday

Message 1 of 3

Morning,

 

I'm sorry to hear this. Can I just confirm, are the details in your Community Profile yours or your mums?

 

Thanks

 

Michelle

 

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Gliwmaeden2
Community Star
Private Message TalkTalk

Monday

Message 2 of 3

@thedonkey17, it's always better if Talktalk staff can liaise with the account holder, so add their details in the Private Notes area of your community profile.  Better still if your mum can post in her own right.

 

The circumstances in which engineer charges apply are explained here:

 

https://community.talktalk.co.uk/t5/Articles/Engineer-charges/ta-p/2207291

 

Go via your avatar; settings; drop down menu. Add your own details in Personal Information and add your mother's in Private Notes. SAVE CHANGES. 

 

Staff may be able to run further line checks so add this information ASAP. 

 

Hopefully they will pick this up before Wednesday [day off].

Gliwmaeden2, a fellow customer.
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