Internet down for 8 days!!!

[HelenMil88]

Our Internet was very intermittent on Monday 21/11/22. By 5pm that evening it was totally down and has still not returned.

MULTIPLE conversations with talktalk and all I have been fed are a load of lies. Spent approx 2 hours with them Tuesday 22/11/22 doing tests on the line. Appears it is a fault talktalk end. Spent 23,24,25/11/22 speaking to various agents who were all as unhelpful as each other. Apparently a case manager would call me by Friday at midnight!!! No phone call. Just been speaking to them again this morning (28/11/22) and they assure me I will be rung by 10.30am. It's not 10.05am, I do not hold out any hope!

Asked if they would  compensate for our online services we cannot access (netflix etc) and the extra data myself, partner and children have had to buy just to be able to work and do homework and I was told this was not something they could answer or be sure about.

I am absolutely appalled by talktalk service. 

[Michelle-TalkTalk]

Morning,

Thanks for the update and I'm glad to hear that the replacement router has resolved this for you. Apologies that this wasn't resolved in the first instance. I can see that one of our members has linked to our auto compensation policy.

Thanks

[Gliwmaeden2]

Details of how automatic compensation works are here, @HelenMil88.

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

Don't be surprised if it takes at least a month to show up. Any other costs are not usually given (see the Ts&Cs, linked at the foot of the page).

[HelenMil88]

Day 10 without Internet. Had a phone call from the complaints manager giving me no information other than it was still being investigated and I'd get another call tomorrow. 

4pm this evening new router turns up, plug it in, we have Internet!!!

Why exactly did noone suggest sending out a new router until I came on here with my issue? I've spoken to at least 8 different customer support team members and not once has it been suggested.

10 days is ridiculous! We're apparently being compensated for our missed service for 8 days but what about our subscriptions that we have been unable to use (netflix etc) and the £30+ we've spent on extra Internet data?! 

[Debbie-TalkTalk]

Hi Helen

If you let us know on the Community once you receive the router then we will continue to investigate this fault for you.

Thanks again.

[HelenMil88]

Thank you.

I just had to do a 20 minute shutdown and was told by the person on the phone they would ring me back in 20 minutes. That was 30 minutes ago! 

[Debbie-TalkTalk]

Hi Helen

Apologies for this. The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router connected.

Thanks

Debbie

[HelenMil88]

Yes if it's something that needs checking and could help.

Why was this not suggested by anyone on live chat or the phone the past 8 days?

Should of come on here sooner, the service is much more efficient and helpful. Thank you 

[Debbie-TalkTalk]

Hi Helen

Would you like me to send a replacement router for testing so we can rule this out?

[HelenMil88]

No I have not tested with another router. I am currently on the phone to someone who is making me do all the resets, on offs etc etc I have already done 4 times previously. 

Getting beyond ridiculous now

[Michelle-TalkTalk]

Hello,

I'm really sorry to hear this and I will take a look now. I've run some tests on the line now which are clear, however I can see that router has not connected. Can I just confirm, have you ever tested with a different router? If not then we can send you a replacement router ASAP. If an alternative router has been tested at the test socket already then we can arrange an engineer visit to the property for you.

Thanks

[HelenMil88]

I have made these updates @Michelle-TalkTalk 

[Michelle-TalkTalk]

Hello,

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