Incident number but no update

[RMadden]

Hi,

My broadband has been down for 48 hours. I have reported a fault online and have an incident number. I've also done the usual self-help drills (reboot, test socket). Will TalkTalk be looking into this? Is there anything else I can do? I need bandwidth for work from Monday...

Thank you!

[Debbie-TalkTalk]

Hi RMadden

How are you getting on?

[Debbie-TalkTalk]

Hi RMadden

No problem 🙂

03451720088. Please let us know how you get on.

Thanks

[RMadden]

Debbie,

You've been very helpful.

What's the best way to reach your loyalty team?

Thank you!

[Debbie-TalkTalk]

Hi RMadden

I can't do this on the Community. If you contact our Loyalty Team then they can take a look at this for you.

Thanks again.

Debbie

[RMadden]

Hi Debbie,

Is it possible to add it at this stage?

Thank you!

[Debbie-TalkTalk]

Hi RMadden

Thanks for your reply.

This is a data only package so we wouldn't send out a DVA. Did you want a VOIP package?

[RMadden]

Hi there,

It's Fibre 900 data only, with the two Eero routers.

Thank you!

 

[Debbie-TalkTalk]

Hi RMadden

I'm so glad to hear that everything is now working, thanks for letting me know.

Can I just check, which package do you have? Is it VOIP?

[RMadden]

Hi Debbie,

Sorry for the late response. I bough a new TalkTalk router from Amazon and that fixed it.

On Friday I moved to Full Fibre, so no problems.

Just one remaining question - how do I get hold of a digital voice adapter for my Eero?

Thank you!

[Debbie-TalkTalk]

Hi Richard

Do you still need help with this?

[Debbie-TalkTalk]

Hi Richard

The Sagemcom WIFI hub should work ok. Have you tried factory resetting the router using the pin hole reset for ten seconds?

[RMadden]

Hi Debbie,

It's the Sagemcom with the angled flip-out stand. 

But if it won't arrive before next Friday (when I go FTTP) don't worry, I'll carry on tethering.

Thank you!

Richard

[Debbie-TalkTalk]

Hi Richard

Thanks for your reply.

Which router are you currently using?

I can see that the eero has already been ordered and you should receive this just before your FTTP goes live.

[RMadden]

Hi Debbie,

The engineer is with me now and he says the router I've bought isn't compatible with TalkTalk. Please could you send me out a new router after all?

Thank you, and apologies for the faff.

Richard

[Debbie-TalkTalk]

Hi Richard

Thanks for your reply.

I have arranged the engineer visit for 16/02 AM (8am - 1pm)

I will check in again with you on Friday after the engineer visit.

Debbie 🙂

[RMadden]

Hi Debbie,

Thank you!

I understand the charges.

I can be around today all day, Friday 16th all day, Saturday and Sunday 17th/18th all day, Tues 20th all day.

Thank you!

Richard

[Debbie-TalkTalk]

Hi Richard

Yes I can see the details linked to your Community Profile.

Please can you provide a couple of days availability AM and PM?

Can you also read the details in the following link and confirm potential engineer charges Engineer charges

[RMadden]

Hi Debbie,

I've tried connecting a new router to the test socket but no luck.

I'd love an engineer visit if you can arrange one. Do you have my details?

Richard

[Debbie-TalkTalk]

Hi RMadden

Apologies for this.

As you have tried a different router at the test socket I can try and book an engineer visit, would you like me to arrange this?

Thanks

[RMadden]

Thank you for responding. I've tried a new router, but no luck. 

You're migrating me to FTTP next Friday, but annoying in the meantime.