Internet down

[Dalecooper1]

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? 

[Chris-TalkTalk]

OK. From our side it looks as though the internet connection is up and working. What colour is the light on the router at the moment?

Chris

[Dalecooper1]

No. Im not sure who they’re with but they are different internet providers 

[Chris-TalkTalk]

Are both neighbours with TalkTalk?

Chris

[Dalecooper1]

Is it worth trying to find out if the outages happened  at the same time? 

[Chris-TalkTalk]

OK. I'd see how it goes with the new router and if still not working we can arrange an engineer visit

Chris

[Dalecooper1]

Yeah their internet is also down. I don’t actually know specifically when it happened it might’ve been a day or so after mine went down? We both asked to borrow our neighbours wifi on Tuesday and he mentioned it 

[Chris-TalkTalk]

Is your neighbour's internet connection down too? Did the issue start at the same time that yours did?

Chris

[Dalecooper1]

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? 

[Debbie-TalkTalk]

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

[Debbie-TalkTalk]

Hi Sarah

Yes, please let us know how the connection is with the replacement router connected.

[Dalecooper1]

dear Debbie if that doesn't work do I then need to get back in touch/reach an engineer? 

[Dalecooper1]

Thanks. Next step is to try this router, then report back? 

[Debbie-TalkTalk]

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

[Dalecooper1]

Dear Michelle, 

I don't have an alternative router no. Can one please be sent as soon as possible? 

cheers

Sarah 

[Anonymous]

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

[Dalecooper1]

My phone line isn't actually in use? 

[Chris-TalkTalk]

OK thanks. Is your telephone service working OK, is there a dial tone?

Chris

[Dalecooper1]

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? 

[Chris-TalkTalk]

OK thanks. Is your router currently connected to your test socket? - Your guide to main phone sockets - TalkTalk Help & Support

Chris

[Dalecooper1]

My information should be updated now!