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 will send you a Private Message to confirm some details so we can arrange the engineer visit.

Thanks

[Arsenii]

If that’s what is needed, then yes.

[Debbie-TalkTalk]

Hi Arsenii

Would you like me to arrange an Openreach engineer visit?

[Arsenii]

Yes, still test socket, and yes, I am using the new router you have sent me.

[Debbie-TalkTalk]

Hi Arsenii

I can see that the SNR is still dropping low. Is the router still at the test socket?

Have we recently sent you a new router for testing?

[Arsenii]

Thanks.

[Debbie-TalkTalk]

Hi Arsenii

The connection appears to have remained stable for the last 22 hours.

I will check this again tomorrow morning.

Thanks

[Arsenii]

Thank you.

[Debbie-TalkTalk]

Hi Arsenii

Thank you. I will check the connection stats again tomorrow.

Debbie

[Arsenii]

Okay, I have just plugged it into a test socket.

And I will create a post in Billing, thanks.

[Debbie-TalkTalk]

Hi Arsenii

Would it be ok to connect the router at the test socket (just for testing) so we can see if the SNR remains stable in this set up?

If you create a new topic in the Billing section then my colleague can take a look at your compensation questions.

Thanks

[Arsenii]

The router is plugged into the master socket like it usually is.

It’s become more stable since yesterday’s morning, only dropping for a couple of minutes once an hour.

But the speed is significantly lower than what it usually is.

 I haven’t posted to Billing, no.

[Debbie-TalkTalk]

Hi Arsenii

I can see that the SNR is dropping low and this can affect the stability and performance of the connection.

Is the router at the test socket?

Have you also created a topic in the Billing section of the Community?

[Gliwmaeden2]

Staff will be back after the weekend (Monday or Tuesday), @Arsenii.

You need to post in the billing section to chase up compensation. This is what Debbie-talktalk was referring to here:

 

[Arsenii]

Hey,

My connection has been going in and out the whole morning.

also I still haven’t heard anything about my compensation.

[Debbie-TalkTalk]

Hi Arsenii

Great news 🙂

Debbie

[Arsenii]

Looks good from my side too, thank you.

[Debbie-TalkTalk]

Hi Arsenii

Just had a quick check of your line stats to make sure everything is still working ok. Looks good from our side 🙂

Thanks

Debbie

[Debbie-TalkTalk]

Hi Arsenii

I'm so glad to hear this 🙂

Debbie

[Arsenii]

Hey Debbie, 

Everything is working fine.

Thank you.