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? 

[Michelle-TalkTalk]

Morning Dale,

How are you getting on? How has your connection been over the last 48hrs?

Thanks

Michelle

[Debbie-TalkTalk]

Hi Dalecooper1

If the same fault occurs again with the replacement router then the next step will be an Openreach engineer visit.

Thanks

Debbie

[Dalecooper1]

yeah of course. Was concerned it might be a problem if I switched but I have no idea. 

[Debbie-TalkTalk]

Hi Dalecooper1

If you do experience any issues then please can you try the new router.

[Dalecooper1]

I will. Would you suggest trying the new router. if that doesn't work then....further investigation may be needed? 

[Debbie-TalkTalk]

Hi Dalecooper1

If you do experience any further issues then please can you post back here and let us know.

Thanks

Debbie

[Dalecooper1]

Yes. it came back on randomly... I am not sure what to make of it or if it'll go out again....

[Debbie-TalkTalk]

Hi Dalecooper1

Has the connection been working ok over the last few days?

[Dalecooper1]

I haven't? I kind of felt a bit nervous about messing with the wifi after it came up again. 

[Debbie-TalkTalk]

Hi Dalecooper1

Have you connected up the replacement router?

[ferguson]

It would just easily rule out/identify a potential problem. Anyway, has the connection held up over recent days?

[Dalecooper1]

I don't think so??  I could try ask a neighbour when they're in? But doesn't feel super likely? 

[ferguson]

Is it possible for you to borrow a telephone handset to check if you have a crossed line?

[Dalecooper1]

Yes I recieved the new router yesterday. I haven't actually attempted to switch it. 

[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