My internet connection which is normally rock solid with an occasional need to reboot was down for 14 hours yesterday 17/05/2022. After lengthy testing of a known working line and after multiple reboots and factory reset of the router and alleged tweaking of connections at the TalkTalk end I was eventually restored to internet. The very helpful support technician suggested that the router was faulty and would speak to a supervisor about it. The result was that it was thought un-necessary (by TalkTalk) to replace a clearly faulty router and I would have to buy one! Checking the price it is now £130.
The advice proffered was to "monitor" the router.
To recap. The router was not providing an internet connection for 14 hours + and needed lengthy phone calls and much resetting and tweaking to get it to provide the service I was paying for but not getting. That seems to suggest faulty or unreliable at the least. Also speed doesn't meet the claimed base line by some distance.
I am not happy at being fobbed off in that way. I am paying for equipment which ought to work when I need it, be reliable and not have to go through lengthy calls to get it to work. I was not asked whether I was "vulnerable" and needed a guaranteed connection for medical reasons which was a much vaunted claim by TalkTalk at the height of the pandemic. Apparently we are not vulnerable any longer.
The simplest resolution clearly is to move providers and I will get new equipment and an emergency hub which alternative providers such as BT provide and also cheaper at least initially.
Terminating my contract with TalkTalk would seem to be the best and really only course of action as there is no opportunity to write to anyone with any authority at TalkTalk as far as I can see as only phone numbers are provided and I have had enough of those to no purpose.
To finish on a fair note the support person was excellent. The supervisor wasn't.
JBirt
