cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Broadband help

For queries about your TalkTalk broadband service.

York internet outage for over 2 weeks

georgeYork13
Sightseer
Private Message TalkTalk
Message 5 of 5

Hello,

 

Has anyone else experienced a TalkTalk internet outage? Ours went down December 3rd (YO23). We were originally told it was a system problem that would be fixed within two hours.  The next day we were told the problem was fixed but we still could not connect. We reached out via chat and phone every day for several days and then were told it was an exchange issue impacting several areas. Then again we were told it was fixed but we couldn't connect. Finally over a week later talking to a "supervisor" I was told it was definitely an exchange issue and Open Reach were working on it. More calls and it is still isn't fixed and we are on day 16 of having no internet. I am told we cannot cancel service without a penalty until we go a full 30 days with no service but I am close to doing so and paying it at this point. Is anyone else in York experiencing these issues?

George Stuart West
0 Likes
4 REPLIES 4

Message 1 of 5

Hi georgeYork13

 

Apologies for this.

 

Both line tests completed are now clear - No faults detected.

 

Would you like me to send a replacement router so we can rule this out?

0 Likes

georgeYork13
Sightseer
Private Message TalkTalk
Private Message TalkTalk

Message 2 of 5

We only have internet and not a landland. I was last told Open Reach would have it repaired by today Dec 20. It is not up. I asked weeks ago for a new router but at that time was told it was an exchange issue. It has now been 16 days down. I am on hold for support again which normally takes 45 minutes or more. This has been a terrible experience and I have spent hours on the phone and chat trying to get fixed. At this point we are happy to pay for an engineer to come out but support isn't offering to do anything.

George Stuart West
0 Likes

Debbie-TalkTalk
Support Team
Staff
Private Message
Message 3 of 5

Hi georgeYork13

 

I'm really sorry to hear this.

 

I can see that there was an exchange fault previously. Is your landline working for calls?

 

Did we ever send a new router for testing?

0 Likes

ferguson
Community Star
Private Message TalkTalk
Message 4 of 5

If you would like the support team here to look into this for you make sure that your personal details including TalkTalk phone number or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

 

Anonymous User