York internet outage for over 2 weeks

[georgeYork13]

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?

[georgeYork13]

Hi, I will change to the billing thread. Thank you.

[Gliwmaeden2]

Usually anything on the bill can be checked out if you post a new thread about it in the billing section, @georgeYork13.

[georgeYork13]

Hi, the router was the issue. New one works and if I hadn't been persuaded to ask for an engineer by customer service the outage wouldn't have been almost a month. Then when I was told the engineer would be there between a certain time they arrived early and promptly left. So now not only do I not see the credit for the lost days with no internet but also a 75 charge for the missed service call. Is there someone I can appeal this to? Thank you.

[Karl-TalkTalk]

No Problem 🙂

Karl 

[georgeYork13]

Thank you very much. 

[Karl-TalkTalk]

Hi

Line tests are clear.  A new router is on the way to rule out a hardware issue.

Karl.

[georgeYork13]

Yes please, we missed an appointment today so no telling when they might come back. Another two hours trying to get someone to help. They said the engineer called but my phone shows no calls. we are  *removed for security*

[georgeYork13]

We had an engineer scheduled today. I am not home but had my phone number listed to call before they came over form 1500-1800. They claim they called but I didn't answer but my phone shows no calls.  I went on chat and called talktalk service and spent over an hour trying to get them back out to no avail. They cant even set up a new appointment. My phone shows there were no calls. I asked customer service to enter a new mobile number and maybe they will try that. I am definitely contesting the 75 charge for a missed appointment unless they get back out. Our internet has now been out for 27 days. 

[Debbie-TalkTalk]

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?

[georgeYork13]

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.

[Debbie-TalkTalk]

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?

[ferguson]

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.