For queries about your TalkTalk broadband service.
on 03-09-2024 07:32 AM
My internet first went down last week on Thursday. It came back up on the Friday morning. I hoped it was a temporary outage. That Thursday evening I spent two hours fruitlessly talking to an agent. My internet went down again this Monday morning and I spent an hour talking to an agent who said I’d be called. I contacted the team again on the chat at 4pm and was talking for two hours running through tests. I really am tired of speaking to these agents as I’m not getting anywhere. I need to get an engineer to come look at the fault or speak to someone. Does anyone have any guidance on the next step to getting this issue resolved?
on 04-09-2024 11:35 AM
Is your neighbour's internet connection down too? Did the issue start at the same time that yours did?
Chris
Chris, Community Team
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on 04-09-2024 11:31 AM
Dear Debbie,
I’ve got a neighbour also having issues with their wifi connection . This might mean there’s an issue with the internet box outside the house?
on 03-09-2024 02:24 PM
Hi Sarah
If you experience the same fault with the replacement router then please let us know here and we can arrange an engineer visit.
Thanks
on 03-09-2024 02:15 PM
Hi Sarah
Yes, please let us know how the connection is with the replacement router connected.
on 03-09-2024 02:15 PM
dear Debbie if that doesn't work do I then need to get back in touch/reach an engineer?
on 03-09-2024 02:06 PM
Thanks. Next step is to try this router, then report back?
on 03-09-2024 02:02 PM
Hi Sarah
I've ordered you a replacement router, please allow 24-48hrs for this to arrive.
Please let us know how the connection compares with this router.
Thanks
Debbie
on 03-09-2024 01:52 PM
Dear Michelle,
I don't have an alternative router no. Can one please be sent as soon as possible?
cheers
Sarah
on 03-09-2024 01:17 PM
Hello,
As the line test is not detecting any potential faults then we also just need to confirm that you have tested with an alternative router before we can arrange the engineer visit. Do you have an alternative router? If not then we can send a replacement router for testing purposes.
Thanks
Michelle
on 03-09-2024 12:47 PM
My phone line isn't actually in use?
on 03-09-2024 10:24 AM
OK thanks. Is your telephone service working OK, is there a dial tone?
Chris
Chris, Community Team
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on 03-09-2024 10:01 AM
Yes it is. I've had tests run a lot. Ran 2 hours of tests yesterday. Is it possible to please send an engineer to take a look?
on 03-09-2024 09:50 AM
OK thanks. Is your router currently connected to your test socket? - Your guide to main phone sockets - TalkTalk Help & Support
Chris
Chris, Community Team
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on 03-09-2024 08:56 AM
My information should be updated now!
on 03-09-2024 07:40 AM
Hi Dale,
Can you please update your community profile to include your:
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
Chris
Chris, Community Team
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