No Broadband

[kirkballan2024]

Hello

No Broadband woke up this morning and its all off. Tried many times to restart by turning off at wall socket. But no good. Ive got three green lights, but zip, nothing. Also treid to many time login to my talk talk account but no luck ether. Just keep getting this message.

Sorry - for technical or security reasons we cannot log you in. Please refresh and try again.

Did this many time through different browsers trying my email and mobile access. No luck.

Whats going on. Even had to make new username to get on here to support

Also had to pay £7.99 this morning for EE access so we could a least get online. 

Can someone please help, just dont know what else to do.

[Michelle-TalkTalk]

Hi kirk,

How are you getting on following the 30 minute ONT and router power down?

Thanks

Michelle

[Chris-TalkTalk]

Hi kirkballan2024,

Can you switch the ONT and router off and leave them off for at least 30 minutes, then switch back on and retest. Please let us know how you get on

Chris

[Gliwmaeden2]

@kirkballan2024, so better to wait for staff to reach your thread,  as previously suggested. 

[kirkballan2024]

I have been onb with chat for about an hour now and its still not working donee all the check jump hoops and still not a sausage. Still cant even log into account to do checks. The Support agent done all the check and zip.

I have not done or changed anything. Just switched off and now nothing. Very frustrating

[Gliwmaeden2]

@kirkballan2024, automatic compensation should kick in if it's not resolved within a few days: report the issue via Chat. 

Once it's resolved, if due, the compensation takes up to 30 days to show:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

As per Ts&Cs (linked at the foot of any page) you don't get money back for extra mobile spending etc, but the daily amount of compensation is quite generous. 

[Gliwmaeden2]

Phone support is not available for this on Sundays, @kirkballan2024, but Chat should be reachable via mobile data:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Staff are not back on here before Monday. 

If you prefer to wait for staff, please leave the router switched on, preferably at the test socket:

https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432