It is blue. in at least 1 page in MyAccount, Gliwmaeden2
I didn't say anything about a blue button, @Billx. it hasn't been blue ever since the website got revamped to a rather lurid green theme.
@mandisa1-TT, could you report to management that either the instructions on that page need changing or the live chat button needs putting back up to the top part of the page, where it was before?
The FAQs area is currently misleading:
That's towards the end ofthe contact page:
Hi. @Gliwmaeden2
the Chat link still always appears. It is not a blue button but a black button:
However, it appears now towards the very bottom,
just above the repeated TalkTalk links of each page.
The position has changed in the last week or two.
Yes, one doesn't need to be logged in, to use TalkTalk Chat.
Have just checked this, @SadGoat64:
It looks like any compensation, whether from Talktalk or Utility Warehouse, would be affected by the very unlucky timing around both Christmas and the weekend.
If you are up and running on 1st January, they may well say it can't be covered by that scheme.
Do let us know how it all goes.
Not fun, particularly at this time of year.
For future reference, you shouldn't need to be logged into your My Account to access webchat, and it shouldn't matter if you are away.
It's available from anywhere and without being signed in - it just means answering a few extra questions to pass security etc once you are on there.
However, finding the button can be a challenge. It should show near the top of this page:
However it doesn't always seem to pop up.
Another option is to use one of the main Talktalk website pages, like:
https://www.talktalk.co.uk/broadband/deals-existing-customer
The green tab to click on to reach Chat then pops up to the right of the page:
Again, you do not need to be logged into My Account for this to function. Check opening hours though.
So if you ever need to reach Chat while not at home, it should work.
What wouldn't be possible would be to actually run checks on the line while not at home as they need the customer to be physically there to perform certain tasks to help with the diagnostics. It shouldn't have prevented you from simply reporting the fault.
Automatic compensation is calculated from when the fault is first reported but then allowing for two complete days [not including the weekend*] for engineers to then get to a fault. Once that period has passed, the days for compensation clock up.
It's awarded once the "fault" is resolved - takes up to 30 days, so keep your DD available in your Talktalk account so that if they deposit compensation in the TT My Account you can then claim back the money using those details.
As you say, the whole fault may be with them pre-empting the service switch to Utility Warehouse.
But it does seem to have happened ridiculously far in advance, so it's definitely worthy of your investigations into what's gone wrong.
If you have a landline, can you plug it in to check whether that's still working? If it is, it's more likely that you have genuinely had a fault on there this past week affecting your Internet, rather than it being down to the switch.
And: if resting the router, always give it 30 minutes minimum switched off, not the 20 minutes you are being told. It needs at least 30 minutes to establish a fresh start from the exchange.
* I don't know how they calculate it around Bank Holidays, but if it went down on the 23rd, there was only one working day available before Xmas, till the 29th, so if you only reported it yesterday, it may not have made a difference to what you can actually get. I don't think the issue has actually cropped up on the forum.
