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.

[Arsenii]

Yes, it seems to be working for now.

Probably talk to you in ~3 days 🙂

[Debbie-TalkTalk]

Hi Arsenii

I believe my colleague made contact with you yesterday?

[Arsenii]

Any updates?

[Debbie-TalkTalk]

Hi Arsenii

Apologies, let me chase this again now.

[Arsenii]

No, nobody contacted me yesterday.

[Debbie-TalkTalk]

Hi Arsenii

Did my colleague contact you again yesterday? I advised them that the fault had returned again and he advised he would escalate and make contact again.

I'm so sorry that this fault keep re occurring.

[Arsenii]

Restarted the router again just now, the issue persists.

[Chris-TalkTalk]

OK, apologies for any inconvenience, I'll let you know when I receive an update

Chris

[Arsenii]

Every time I have contacted you myself via phone/chat it took at least an hour.

My record is 2 hours 45 minutes I think.

[Chris-TalkTalk]

You shouldn't really need you to be on the phone for an hour but we've received confirmation from our network team that they are investigating so we'll let you know when we receive an update

Chris

[Arsenii]

All I have been given is the normal support phone number.

 I unfortunately don’t have time to be on the phone for an hour with you again.

This is like what, the third time it dies in a bit over a month?

[Chris-TalkTalk]

Hi Arsenii,

Thanks for trying that but it looks as though there's a problem at our end again so could you contact our Network team using  the details they provided, they should be able to help you with this. Apologies for any inconvenience

Chris

[Arsenii]

Tried multiple times around an hour ago.

Will be able to try again in the evening.

[Chris-TalkTalk]

Could you try rebooting your router and let us know if it connects

Chris

[Arsenii]

Still down.

[Chris-TalkTalk]

Hi Arsenii,

I'm sorry to hear that it's dropped, has it now reconnected or is it still down

Thanks

Chris

[Arsenii]

Hey,

It died again.

Solid orange light.

Kind of depressing at this point.

[Debbie-TalkTalk]

Hi Arsenii

You should receive this message within the next 30 days.

Thanks

[Arsenii]

I haven’t received either an email or an SMS that I am eligible for a compensation.

What’s that about?

[Debbie-TalkTalk]

Hi Arsenii

Ok, I was just checking in case they were arranging this.

In regards to auto compensation, If you’re eligible for automatic compensation, we’ll let you know via email or an SMS. Compensation will be credited to your account within 30 days of a fault being resolved.

About your auto compensation credit - TalkTalk Help & Support

If you haven't received this within 30 days then please can you create a new thread here and we can take a look at this.

Thanks