No Internet - No "Internet" or "DSL" lights on router.

[dal1978]

Is there anything I'm doing wrong? Or could additionally check?

I was suddenly disconnected this evening at around 18:00, my router is on and working in terms connected to devices but the "Internet" and "DSL" lights are off. I've tried another router in a different part of the house and the same lights appeared but still no "Internet" and/or "DSL" lights showing. Nothing appears down in our area and the phone line is working OK.

I checked the network status which is fine and I've raised an issue with talktalk via online chat but other then an open case at 1807 and another update at 1807 to say they are working on my fault (even thought they know very little about it other than Broadband not working) and to check back in a very no descript "few days". 

I'm tethering fine at the moment using my mobile phone on Vodafone.

Any advise would be great! 

Keith

[dal1978]

Hi, I want to say I'm surprised but I'm still waiting for a call from the Service Management Centre (I've given them 48 hours since the issue was escalated), and at 18:00 tonight it will be 7 days since my internet light went out due to "maintenance", no engineer, no explanation as to why, no call back nothing. After being a customer for nearly 20 years I feel a little let down, I've remained with TalkTalk because of reliability and support which has been excellent over the years, I've never felt the urge to look elsewhere until now.

Ironically my bill is due on the 9th of which I've received an e-mail for and on top of that I get a customer survey form which states "What matters to you, matters to us. It's why we're listening to more of our customers than ever before". 

[Mandisa-TT]

Glad I could help, @dal1978 . If you have any further questions or need more support, feel free to reach out anytime.

[dal1978]

Thank you for your help, much appreciated.

[Mandisa-TT]

@dal1978 Thank you so much for your patience. I’ve checked with my Manager and reviewed your case, and I can confirm that your issue has been escalated to our Service Management Centre Case Management team. They are now handling your fault directly.

They have all your contact details and will get in touch with you to provide an update. Their response time is typically 24–48 hours.
 

I understand you were expecting an engineer to visit, and I’m really sorry for the inconvenience this delay has caused. The Service Management team will be able to confirm the next steps for you.

[Mandisa-TT]

Hi @dal1978 I'm sorry to hear this, I will escalate this to my manager for you now and I will get back to you with the respond on the next step.

[dal1978]

Hi Phili, I'm afraid to say no one has shown up yet or called/messaged to say they are coming.

[Philile-TT]

Please let me know by 15:00pm if they still haven't showed up. 

[dal1978]

Thanks, but I'm not holding out much hope! But I'm prepared to be surprised!

This is the third day I've been sat at home waiting for an engineer. 

[Philile-TT]

I am really sorry to hear that the engineer did not show up yesterday please advise during the course of the day if the engineer calls. 

[dal1978]

Hi, Sadly no call or SMS from an engineer so I guess another day off work and now into day five with no internet. Fingers crossed my day won't be wasted tomorrow.

[Mandisa-TT]

@dal1978 

I’ve reviewed this for you and can confirm that your account was not included in the transfers to UW and remains active with TalkTalk. It appears the agent you previously spoke with may have made an error in advising you otherwise.
 

The agent you spoke with on Friday completed all required checks and escalated your case to the Case Management team. They have also confirmed that an engineer is scheduled to attend by the end of today.
 

Their operating hours run until 6pm, so this is still within the expected timeframe. If you don’t receive any updates by the end of today, please get back in touch with us and we’ll look into alternative options for you.

[Mandisa-TT]

I will check for you.

[dal1978]

Doesn't seem like I'll get my engineer today!

Do you know why I was told by support yesterday to call UW on 0333 777 0777?

[Mandisa-TT]

You welcome @dal1978 

If you have any other questions or need an update at any point, just let us know — We here to help.

[dal1978]

Thanks for looking into this for me.

[Mandisa-TT]

Hi @dal1978 

Thanks for your patience. I’ve checked your account again, and the notes confirm that the issue was escalated for an engineer visit. The appointment was arranged for Saturday or Monday, depending on engineer availability.

As today is Monday, the engineer is scheduled to attend today. You’ll receive an SMS from the engineer with the confirmed time slot, so please keep an eye on your messages throughout the day.

[Mandisa-TT]

I will look into this for you.

[dal1978]

Hi, @Mandisa-TT

I'm at home all day is there any news on the engineer which I was told on Friday was being sent?

Kind Regards

[Mandisa-TT]

Hi @dal1978, I will be able to run checks on your line, let us know when you are home to proceed.

[Gliwmaeden2]

There's no support team on here before Monday, @dal1978.

Chat should be open:

https://help-centre.talktalk.co.uk/Billing_and_Payments/Something_else/How_to_contact_TalkTalk_Broad...