!No internet for 4 days so far - new router required and can’t get hold of TalkTalk

[Dthomas]

Hi, 

We have had intermittent issues with our WiFi for the last few months and now the WiFi doesn’t work at all (4 days and counting). 

To make things worse, we can’t get hold of anyone at TalkTalk. 

It seems there is a known problem with the routers. Can Talktalk please urgently send us a new router before Christmas! 

Thanks in advance. 

[Debbie-TalkTalk]

Hi @Dthomas 

That's great news, thanks for letting us know 🙂

Debbie

[Dthomas]

New router has fixed the issue, thanks! 

[Debbie-TalkTalk]

Hi @Dthomas 

No problem 🙂

Please let us know how you get on.

Thanks

Debbie

[Dthomas]

Thank you, Debbie! 

[Debbie-TalkTalk]

Hi @Dthomas 

Thank you. I've run a test on the line and this is clear so I have ordered a replacement router.

Please allow 24-48hrs for this to arrive.

Debbie

[fr8ys]

Staff here do not contact customers by phone. It is purely a forum based help function.

[Dthomas]

Could someone from TalkTalk please call me to discuss? I can’t get through to anyone on the phone and I need to get this resolved. 

thanks, 

Drew

[Dthomas]

Hi Michelle, 

I have updated my details on my page. 

If someone could please look into this asap it would be greatly appreciated! 

thanks,

Drew

[Michelle-TalkTalk]

Morning,

Can you please update your community profile to include your:

• Name
• Telephone number or Account 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

Michelle

[ferguson]

If you would like the support team to look into this further for you make sure that your personal details including TalkTalk phone number or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond again.

[Dthomas]

I don’t think I have the same issue they mention, where the light is white but with no connection, my router only flashes orange.

I can’t get hold of anyone at Talktalk by phone and on the chat they aren’t any help at all and don’t reply, so getting very frustrated with the complete lack of customer service. 

[Karl-TalkTalk]

Hi 

You can also try using google DNS - 8.8.8.8  &  8.8.4.4  to see if this helps improve stability : 

https://community.talktalk.co.uk/t5/Articles/Using-3rd-Party-DNS/ta-p/2205279

Thanks  

Karl. 

[fr8ys]

A new router will not help if there is a fault.

It's been raised as an incident and us actively being work on for a solution.

It's on the incident dashboard which you can find here

https://community.talktalk.co.uk/t5/Service-Status-Dashboard/bd-p/service

Updates will be posted there.