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No internet for months - DNS Issues and Endless Engineers

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2 REPLIES 2
JacobD
First Timer

Hi,

 

I moved into a new property in mid-September with three others.
We signed up for TalkTalk and received our router, plugged it in for setup and left it overnight to get started (we figured maybe it needs 24 hours to start working). 
It got working. We saw that lovely green light on the front of the router and bathed in all its glory for about 12 hours. Brilliant, fast, working service.
The next morning, the amber blinking light of death had appeared unexpectedly (and at no fault of our own) and no amount of turning it off and on again, plugging the cables into test sockets, resetting routers, or waiting multiple days at a time seemed to fix it.
We went through an hour and a half phone call with support to get it sorted. They couldn't fix it over the phone, so sent a new router.
We plugged in our new router. It didn't work. We waited another few days. We might have had internet for a 3 hour burst at some point during this, but it turned off by itself again - back to the amber light.
We phoned the help again - another hour and a half phone call. Nothing worked over the phone. They suggested sending another router, which we said had just happened and hadn't solved anything, so they decided to send an engineer.
The engineer arrived a few days later, and said it was a router issue, but refuse to send another router. TalkTalk said they'd arrange a specialist phone call - after waiting for over two weeks, this hadn't happened.
When we phoned to check whether we were ever going to receive the phone call, they said it didn't show up on the system and so wouldn't be happening.
We are still experiencing absolutely no working internet connection.

I believe we're now using our original router (out of two we possess), fourth painful and pointless phone call, and are now waiting on our second (!) engineer after another hour and a half phone call this afternoon - because they will not put us in touch with a specialist.
In our most recent two phone calls since the engineer visit, neither representative has had the correct engineer notes to hand and so has run us through the exact same process as before, even though we know it doesn't accomplish anything.
And to kick us while we're down, despite us being faultless throughout, TalkTalk are trying to make us pay for this next engineer visit.

I don't know how far my expectations stretched for TalkTalk as an internet provider, but I think the first expectation is to be provided some sort of internet. We're being relentless with our phone calls, but sitting on the line for an hour and a half at a time for the customer service representative to go through the exact same motions every single time - to no avail - is excessively frustrating. I'll respond to this when the next engineer arrives with their update, but if their solution is sending another defunct router, or organising another specialist call for two weeks time that won't actually occur, then I would really appreciate a new solution being attempted from TalkTalk's engineers.

God help us.

KeithFrench
Community Star

I do not see why this is a DNS issue at all.

 

If this is the TalkTalk Wi-Fi Hub (you do not mention which make/model of router that you have), this is a line/exchange (or fibre cabinet if you have fibre) or a router fault.

 

I have asked one of TalkTalk's OCEs to pick your thread up and investigate it for you.

The forum is not real-time 24/7 support, so depending on how busy they are & how many are working at any one time, this can take 24 - 48 hrs (excluding weekends & limited cover on Bank Holidays). Alternatively, you can call the call centre or use online chat. The posts are responded to in time/date order, oldest first. So the fewer entries you make on your thread now, the sooner they will pick it up.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please mark it as the Best Answer.
OCE's and Community Stars - Who are they? 

Community Team

Hi JacobD

 

I'm really sorry to hear this.

 

Can you please update your community profile to include your:

  • Name
  • Telephone 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

 

Debbie