Router Disconnecting from internet

[Kezzy!]

Hi,

Could I have an update on the router issue you have text me about please.

We've been experiencing issues for a week now.

I spent over an hour on the phone to a tech person on Friday after work - not a great start to my weekend.  Plus your txt service kept telling me to go to the internet to look for help topics - um no my internet isn't working - ridiculous.

Then on Sunday I got the text to say you have issue with Wi-Fi Hub routers disconnecting from the internet.  Monday just a txt to say your testing batches - and now nothing.

When will this be fixed?  I'm considering sourcing broadband elsewhere due to the lack of reliability on Talk Talk's part.  Broadband is such a vital tool in our lives - working from home, kids homework, managing bills/banking and then entertainment purposed - our tv is 100% via the internet, my kids gaming etc. 

Not hearing anything since Monday is poor and we're paying for a service we're not receiving.  We should be receiving daily updates at the very least.

[Gliwmaeden2]

If you click on the highlighted broadband button on the Service Status Dashboard page, @Kezzy!:

 

....it currently takes you to this update:

 

[Kezzy!]

Also, I just tried the link you provided and it does not give updates on this issue, it takes me to a connection test.

[Kezzy!]

I have to leave the office shortly so I was hoping to have an answer to - "what do I do next" before I leave my reliable internet connection.

I have managed to log onto my account and find the end date of my contract while I've been waiting.

Can I leave my contract early due to the poor service?

[Kezzy!]

Wow - A text about what?

You clearly did not read my post.  I'm at a loss, I came here for hep and you don't even read to see what is wrong you clearly ignored my problem.  Let me point out my post for you - Apologies if you don't feel this is relevant but I do

"Hi,

Could I have an update on the router issue you have text me about please.

We've been experiencing issues for a week now.

I spent over an hour on the phone to a tech person on Friday after work - not a great start to my weekend.  Plus your txt service kept telling me to go to the internet to look for help topics - um no my internet isn't working - ridiculous.

Then on Sunday I got the text to say you have issue with Wi-Fi Hub routers disconnecting from the internet.  Monday just a txt to say your testing batches - and now nothing.

When will this be fixed?  I'm considering sourcing broadband elsewhere due to the lack of reliability on Talk Talk's part.  Broadband is such a vital tool in our lives - working from home, kids homework, managing bills/banking and then entertainment purposed - our tv is 100% via the internet, my kids gaming etc. 

Not hearing anything since Monday is poor and we're paying for a service we're not receiving.  We should be receiving daily updates at the very least."

[Chris-TalkTalk]

Apologies, a text update about what?

I asked you to reboot because our teams have been working on a fix and there a possibility that the issue is now resolved for you

I pointed out the link as it contains the latest information about the issue and I thought you had an intermittent service rather than a complete outage, and therefore would be able to check? (or a mobile phone connected to a mobile network)

Chris

[Kezzy!]

Hi Michelle,

You haven't addressed my individual questions - please don't refer me to yet another internet link.  Internet links during outages are extremely unhelpful - I would like to know why there hasn't been a text update since Monday

Of course I will reboot if it happens tonight - that is what I've been doing for a week, this is not helpful advice.  I want to know when the problem will be fixed - what should I do if it continues to happen.

Please treat me like a human being that is paying for a service that is not being received.

[Chris-TalkTalk]

Hi Kezzy,

If you are still experiencing the issue when you get home can you reboot your router and them monitor to see if the disconnections continue

You can find updates about this issue here - Service Status | TalkTalk Help & Support

Thanks

Chris

[Kezzy!]

Hi Michelle,

It happens multiple times a day - I haven't experienced it since yesterday evening because I have had to go into the office to work today because of the internet problem.

Yes the fault is - light on, no connection, restart and you connect again - then it happens again and again.

Is there a reason there hasn't been any communication since Monday and I've had to contact Talk Talk again?

[Michelle-TalkTalk]

Hi Kezzy,

I'm sorry to hear this. Can I just check, is the fault that you're experiencing no connection but the light is white on the router? Our Engineers have identified the issue and are in the process of rolling out the fix now (since this morning) Could I check when this last happened please?

Thanks

Michelle