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Broadband help

For queries about your TalkTalk broadband service.

No internet for the past 6 days

Arsenii
Conversation Starter
Private Message
Message 126 of 126

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.

125 REPLIES 125

Message 1 of 126

Hi Arsenii

 

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

 

Thanks

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Message 2 of 126

If that’s what is needed, then yes.

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Message 3 of 126

Hi Arsenii

 

Would you like me to arrange an Openreach engineer visit?

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Message 4 of 126

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

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Message 5 of 126

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?

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Message 6 of 126

Thanks.

Message 7 of 126

Hi Arsenii

 

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

 

I will check this again tomorrow morning.

 

Thanks

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Message 8 of 126

Thank you.

Message 9 of 126

Hi Arsenii

 

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

 

Debbie

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Message 10 of 126

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

And I will create a post in Billing, thanks.

Message 11 of 126

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

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Message 12 of 126

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.

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Message 13 of 126

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
Community Star
Private Message TalkTalk
Message 14 of 126

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:

 

Screenshot_20220827-111024_Chrome.jpg

 

Gliwmaeden2, a fellow customer.

Message 15 of 126

Hey,

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

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

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Message 16 of 126
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Message 17 of 126

Looks good from my side too, thank you.

Message 18 of 126

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

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Message 19 of 126

Hi Arsenii

 

I'm so glad to hear this 🙂

 

Debbie

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Message 20 of 126

Hey Debbie, 

 

Everything is working fine.

 

Thank you.