No internet for the past 6 days

[Arsenii]

I have been completely down since Monday.

Wi-Fi connects successfully on all devices, but I am unable to load anything.

Additionally it looks like it occasionally tries to load passwordhelper.blackbaud.net, but failing.

I spent a total of 4.5 hours with support during those 6 days, and was told I will be receiving a call on Wednesday, despite the fact that I specified many times, that phone calls are very inconvenient for me and I am almost never able to pick up during business hours.

And that’s only a phone call, they will probably take another week after that to fix it, which will make it a total of ~15 days completely down.

That’s honestly absolutely ridiculous and probably the worst experience I have ever had with any customer service ever.

[Debbie-TalkTalk]

Hi Arsenii

I'm so sorry to hear this.

I have escalated this back to our Network Team and advised that this is a repeat fault.

I will post back as soon as I receive further information.

Thanks

[Arsenii]

Hi,

So my internet is down again (worked for a total of 4 days).

It started about an hour ago.

This time the router has a solid amber light.

Tried all the usual stuff with restarting the router and trying the test socket.

Also tried line testing on your website, which told me everything is fine.

 

[Debbie-TalkTalk]

Hi Arsenii

Thanks for your reply and for letting us know that this has now been resolved.

I have also sent you a Private Message with a link to a short survey for the Community.

Debbie

[Arsenii]

Yes, we fixed the IPv4 password.

[Debbie-TalkTalk]

Hi Arsenii

I'm so glad to hear this. Did our Network Team make contact with you?

[Debbie-TalkTalk]

Hi Arsenii

I'm so glad to hear this. Did our Network Team make contact with you?

[Arsenii]

This is resolved now, thank you,

[Debbie-TalkTalk]

Hi Arsenii

I'm really sorry for the delay. I'm still waiting on additional information in regards to this fault.

[Arsenii]

Thanks.

[Debbie-TalkTalk]

Hi Arsenii

I have asked for the update on the fault so I can pass on this information to you.

I will let you know as soon as they come back to me.

Thanks

[Arsenii]

I have received a half a second ring and then a voicemail, yeah.

I think you can imagine how helpful that is.

 I understand it’s not your fault personally - you are actually by far the most helpful person I have spoken to.
However, It just really looks to me like TalkTalk is actively avoiding addressing the issue I am experiencing.

Nobody has answered any of the questions I have been asking:

1) What is it that you want to discuss with me over the phone that you can’t send me via email? Do you just not want to leave a paper trail of what was said?

2) Is this issue currently being worked on? If so, what is being done and what is taking so long?
3) What is this issue caused by? How can I be sure it won’t happen again? (If it’s ever resolved)

[Debbie-TalkTalk]

Hi Arsenii

Have you not received a voicemail?

[Arsenii]

That seems to be as true as when I was told that router was shipped on the 13th, while in fact it was the 17th.

[Debbie-TalkTalk]

Hi Arsenii

My colleague from our Network Team have advised that they have attempted to contact you on 3 different occasions, one of which you were unable to to take the call and the 3rd attempt they left a voicemail.

Thanks

[Debbie-TalkTalk]

Hi Arsenii

Did you receive a voicemail?

[Arsenii]

This just rang for less than 1 second.

I was literally holding the phone in my hand and didn’t manage to pick up on time.

It’s offensive at this point.

[Arsenii]

 

 

 

All of those I have been sitting and waiting for and then nobody called me, I just received a text with the next date/time.

[Debbie-TalkTalk]

Hi Arsenii

I'm really sorry about this. I have just contacted the team again and passed on your reply.

I have asked them to call you ASAP or email you directly with an update.

Thanks

[Arsenii]

Hello Debbie,

I was told I will be called at 10 am today.

Well it’s 11 am now, and nobody called me.

I am not sure why you keep insisting to call me, and why I am forced to sit and wait for a call that never happens.

How would that help?

Why can you not email me?

[Debbie-TalkTalk]

Hi Arsenii

Did our Network Team contact you?

Thanks