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Router failure

Mattjagger
First Timer
Message 5 of 5

Spoke with customer services yesterday 08th june as service was down. Dreaded orange flashing light. Worked through the self help fixes as advised...told to turn off the router and call back in 30 mins if not fixed. 

Called back 

Closed. 

Fuming.

Today 09th of June I return home again called the centre. 30 mins of tests, the Indian chap called Oscar tells me it's a router issue. 

 

Well

Yeah course it is.

 

And that this issue is not something to worry about and this has now been escalated to a specialist team in Manchester! 

 

Fantastic I thought.

 

They are that specialist...they plan to leave me without returning calls to fix the issue for 24hrs. 

And it may take up to 7 days as they are very busy. 

 

That's a breach of contract. Pure and simple. 7 days without a call back, without Internet...when you run a business from home. And have 2 children undertaking first year degree online studies and tests to complete a masters.

 

This is wholly unacceptable. 

 

The issue is the router. 

 

I'd like to know why it is deemed acceptable to have a paying customer without service wait this long until even a call back. Never mind a solution to the issue.

 

Especially when I can cancel talk talk 

and have sky connect me up in 48hrs!!!

 

Ridiculous. 

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4 REPLIES 4

Message 1 of 5

@AllyM I missed @Mattjagger  's comment about running a business.

 

@Mattjagger  if you are not a business customer and running a business, then unless you have written agreement from TT that you may do so, as per the Ts and Cs, it is actually you that is in breach of your contract.

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AllyM
Insightful One
Message 2 of 5

@Mattjagger  wrote:

7 days without a call back, without Internet...when you run a business from home.


I believe staff on this forum only deal with residential contracts. If you have a business contract you will probably need to contact TalkTalk business support.

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Karl-TalkTalk
Support Team
Message 3 of 5

Hi

 

Can you please add your home phone number to your 'Community Profile' so I can pick this up for you.

 

Thanks  

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

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Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


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martswain
Philosopher
Message 4 of 5

The orange flashing light does not necessarily indicate a failure of the router, just that it is unable to connect to the exchange or cabinet on Fast Broadband and Fibre 35/65/150

 

Is your phone working normally ?

 

Whilst waiting and being without broadband for 7 days for a call is annoying, the service level agreement would not see that as a breach of contract.

 

In order that staff can investigate, update your community profile with your name, address and landline number and an alternative contact number.

 

Click on your avatar at the top RHS and go from there.

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