NO INTERNET IN LAST 5 DAYS

[bhuvact]

What is the usual ETA to fix the internet issue? I'm without internet for 5 days and I speak to agents in the Philippines and South Africa, who are not able to help with progress, Router order staus, ETA, nor Field Engineer schedules. They seem to be lost and have no proper process workflow. Please help with ETA.

[Karl-TalkTalk]

Hi

A router is usually delivered within 48 hrs however at this time of year, all deliveries may take a little longer as all courier services are busier than normal. With the impact of industrial action across postal services, more are using courier services to ensure their parcels are delivered, so this will also increase the delivery time.

Karl.

[bhuvact]

Thank you for the update. It is unbelievable that a router order on Monday 5th December, will be delivered only on 9th December. Also, I have been waiting for a call from Virtual technical team since Monday. The Supervisor said 24 hrs. it's been 48 hrs and received NO call. Poor Service over all.

[Karl-TalkTalk]

Hi @bhuvact

I've located your account and can see that a router has been ordered. Looking at the Yodel tracking info, this is scheduled for delivery on Friday 9th.

Karl.

[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

[Skynet_TX]

Hi @bhuvact,

If a new router has been ordered for you then they usually arrive within a day or two, but TalkTalk often say to allow 5 working days just in case. If a fault has been passed to Openreach (i.e. a fault out on the external phone network) then Openreach usually aim to resolve residential faults within two to three working days.

The support team here would be able to take a look and may be able to get you a progress update.

For one of the TalkTalk Support Team on this community to be able to look into this you will need to update your community profile to include :

• Your name
• Landline telephone number that your TalkTalk service is provided on (this is shown in ‘My Account’) OR your account number if you have Full Fibre with no landline
• An alternative contact number

This will allow them to identify you, and they will then be able to help.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk Support Team on this community can see your profile details).

Then they will hopefully be able to respond to this post tomorrow.