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? 

[Debbie-TalkTalk]

Hi @Dalecooper1 

Has the router arrived?

[Michelle-TalkTalk]

Hopefully the replacement router will arrive today or tomorrow.

Thanks

Michelle

[Dalecooper1]

Oh okay. 

[Chris-TalkTalk]

Yes, I know. I meant if you continue to experience problems with the new router when it arrives

Chris

[Dalecooper1]

This isn't the new router. Its the same router. I haven't recieved the new router. 

[Chris-TalkTalk]

If you continue to experience problems with the new router we'll arrange an engineer visit

Chris

[Dalecooper1]

I'm just not really sure what to make of it? A bit worried it's going to go out again? 

[Chris-TalkTalk]

I don't know, from our side the connection looks stable. You could have a crossed line but you would need a telephone to check this

Chris

[Chris-TalkTalk]

And there's still no internet connection?

[Dalecooper1]

Okay the internet has returned??? but I'm kind of wary because this is the second time within the space of about a week that the internet cut off. Any idea as to why that could have happened?

[Dalecooper1]

actually the light has kind of vanished now. no idea why. Originally it was flashing. 

[Dalecooper1]

I don't use the telephone line? I don't have a telephone installed. 

[Chris-TalkTalk]

Are you able to borrow a telephone to check the line. If you have a dial tone could you call 17070 and confirm that the telephone number read back to you is your telephone number

Chris

[Dalecooper1]

Orange and flashing. 

[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