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've checked the connection stats again this morning just to make sure everything is working ok.

Thanks

[Michelle-TalkTalk]

No problem 🙂

Thanks

[Arsenii]

Thank you.

[Michelle-TalkTalk]

Morning,

I'm glad to hear this and I will let James know. Hopefully this should now be fully resolved, however if you do experience any issues then please post back here and we can pass this on.

Thanks

[Arsenii]

Morning,

So far, yes.

[Michelle-TalkTalk]

Morning,

I'm just checking back in to see if everything is ok?

Thanks

[Debbie-TalkTalk]

Hi Arsenii

Ok no problem. I've advised James that we will monitor the connection over this week and I will check with you on the Community to make sure everything is still working ok.

Thanks

[Arsenii]

I would like to be updated here, please.

Thank you.

[Debbie-TalkTalk]

Hi Arsenii

Would you like a follow up call from James or would you prefer to update this thread if you have any further issues?

[Arsenii]

Got it, thanks.

It works currently, yes, let’s if that lasts.

[Debbie-TalkTalk]

Hi Arsenii

Sorry for the delay.

I've had no further information on the work that's been completed.

My colleague has been monitoring the connection and has advised that everything looks ok since the fix.

Has everything been working ok since your last post?

[Debbie-TalkTalk]

Hi Arsenii

Thank you.

I've asked for confirmation if the fix they have rolled out is different to the last one.

Debbie

[Arsenii]

It’s working currently, thanks.

[Debbie-TalkTalk]

Hi Arsenii

Your service should be working now, please can you retest?

[Arsenii]

Thank you.

[Debbie-TalkTalk]

Hi Arsenii

I completely understand and I have explained this to James and I have asked them to provide the updates to me and I will let you know on the Community.

This has been escalated to the highest point within our Network Team as this fault keeps re occurring.

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

[Arsenii]

Also - can you stop with the calls, please?

There are two people calling me practically every day.

All of the calls I have had with you recently have been a complete waste of time, since James specifically confirmed that the issue if with your Perimeter, and thus me being on the phone with you won’t help whatsoever.

 I feel like you have spent more time calling me than actually working on the issue.

[Arsenii]

I must also point out how it always happens around the same time.

[Arsenii]

Predictably it died again a few minutes ago 🙂

[Debbie-TalkTalk]

Hi Arsenii

Thanks for your reply 🙂

Let me check with the team to see what work they have completed to make sure that this is a permanent fix.

Thanks