Why is the 24/7 365 customer service saying it is closed??

[chrisaginn]

My internet is down and the phone line and chat service is closed when it's advertised as 24/7 365.

[Chris-TalkTalk]

Hi Abigail012,

If you still need assistance can you please start your own thread and can you update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

[Gliwmaeden2]

I'll flag that to staff, @Abigail012.

They are not on here at weekends, and strictly speaking, they prefer customers to post their own topics.

This is an old thread, and staff usually only reply to the original poster. 

To start your own topic, return to the message board and click on start a topic.

It's essential that you also complete your community forum profile details for TT staff to identify your account. 

Go via your avatar/name; settings. Add your Talktalk landline number in Personal Information. SAVE CHANGES. 

[Abigail012]

I am an accessibility customer, I tried calling the number you gave me which says 7 days a week. However, it says closed!

[Gliwmaeden2]

Phone support is not open on Sundays, except for accessibility customers (from 9am) and sales (from 10 am), @Abigail012.

Chat is available on Sundays see the details, as it is not the same for every department, near the bottom of this page:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

[Abigail012]

Why are TalkTalk saying they are closed at 09:08 on a Sunday morning? Although, online they say they open at 9AM. 

[Debbie-TalkTalk]

Hi chrisaginn

Apologies for this.

The replacement router is on its way, please allow 24-48hrs for this to arrive.

Please let us know how you get on.

Thanks

Debbie

[chrisaginn]

After resetting the router multiple times it's stopped working now. Only some devices/ VPN are working. Would you be able to send me a new router asap please?

[Chris-TalkTalk]

Line test is clear and router appears to be connecting OK. Could you switch your router off and leave it off for at least 30 minutes then switch back on and retest. Please let us know how you get on

Chris

[chrisaginn]

That's another thing, why does the customer service number make you go through the hassle of entering your details just to tell you "we are closed"??

[chrisaginn]

It was working after I reset the router but it has stopped again. Strange that VPN connections and my smart phone still works. I am getting a DNS error notification on Chrome browser.

[Chris-TalkTalk]

Hi Chris,

How are you getting on, do you still need help with your service?

Chris

[Gliwmaeden2]

@chrisaginn, I was agreeing with you.

The opening hours listed at the foot of that same page are the only correct guidance regarding telephone and Chat support. 

The description for Chat is misleading and I will flag that to forum managers. 

They count the response of the out of hours bot as "support".

[chrisaginn]

 

 

Not really good enough when your service goes down and there's no one to get hold of.

[Gliwmaeden2]

Good question,  @chrisaginn.

They count us chit chatting as "support" and, as some of us are insomniacs, it sort of counts as 24/7/365...

In actual fact, staff reply from early morning till c 5pm on the boards on here, Monday to Friday. 

There's support available too on Twitter & Facebook. 

Phone support  / Chat helplines have opening hours listed here, near the foot of the page:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529