on 09-06-2021 10:31 PM
I requested an upgrade to my Faster Fibre contract to Fibre 65 on Friday 28th May. On completion of my request I got "an error occurred" message instead of the confirmation page I expected. I thought I'd try again at a later date - I didn't want to submit another request in case it caused confusion. However, the next day, Saturday, I received an email to confirm a call boost would be active from Sunday but nothing about the Fibre 65. On Tuesday 1st June as I was about to start a meeting at 11am my Internet cut out without warning. After a frantic 45 minutes of checking the router, trying other routers, hard reboots, recabling, the Internet came back on. I guess that was the new contract kicking in. Some notice would have been nice as I missed a chunk of my morning work. Also, the Fibre 65 conditions indicate I would receive a TalkTalk black wifi router? Again, there's no sign of it arriving or any communication about it. And this evening I've just had a 2 hour internet crash and spent 2 1/2 hours on line with TalkTalk Twitter who were very helpful and sympathetic but found no fault. Seriously? Is this the best TalkTalk can do? Who do I refer this to? I feel like I've been on a Merry-Go-Round trying to get an email address or telephone number on the TalkTalk website. This should be so much easier.
Answered! Go to Solution.
on 16-06-2021 09:57 AM
I'm sorry to hear this.
I've completed a line test which hasn't detected any faults.
If you have tested with a different router, cable and filter at the test socket and the connection is still dropping then the next step will be to arrange an Openreach engineer visit.
on 16-06-2021 09:35 AM
Internet failed again this morning while my wife and I were working. It went offline for around 10 minutes from 9.20am to 9.30am. how can I progress this or escalate it please? We absolutely rely on the Internet for work so can't be having intermittent drop-outs.
on 14-06-2021 07:58 AM
on 12-06-2021 01:24 PM
Yes, I am still able to connect. We've had 2 disconnections since the new contract kicked in - the day the new contract started, for 40 minutes, and a week later for 2 hours. I also noticed that the Internet radio was disconnected from the WIFI one morning. Everything else reconnects automatically except the radio so there must have been a disconnection through the night a few days ago.
on 10-06-2021 01:32 PM
on 10-06-2021 01:18 PM
on 10-06-2021 01:10 PM
on 10-06-2021 07:29 AM
on 09-06-2021 11:01 PM
09-06-2021 10:59 PM - edited 09-06-2021 11:02 PM
For help, use 03451 720046, 9am -7pm Monday to Friday; till 6pm Saturday; not open Sunday.
Or use Chat. It shows a blue background when available:
For help from forum staff, @Macanta1967, please complete your community forum profile details. Go via your avatar/name; settings; Profile Wizard.
They'll reply Monday to Friday.
Meanwhile you can check for any new information about your contract that should be updated in My Account.
You will only get a new router if your current one isn't up to the job. The wording of this offer has been poor for many years. I've no idea why Talktalk has not been required to tighten up on it.