Please could one of the moderators help me? I signed up for TalkTalk fibre in February and received the WiFi Hub. It has never worked - it is failing to connect. I think this is because the phone line is dead - I have a socket but have never used a landline. TalkTalk seem to think the phone line is fine. I've tested the socket with a corded phone and it doesn't work. (A friend who has talktalk fibre has also confirmed that everything is setup correctly). I have spent literally hours on the online chat (via 4g) with technical support but they just re-start the tests each time, say they can't find a problem and won't send an engineer. I have asked for someone to email or phone me on my mobile but no-one has. This is really my last plea for help before I cancel my direct debit, request a full refund and complain to Ofcom.
I have asked one of TalkTalk's OCEs to pick your thread up and investigate it for you.
The forum is not real-time 24/7 support, so depending on how busy they are & how many are working at any one time, this can take 24 - 48 hrs (excluding weekends & limited cover on Bank Holidays). Alternatively, you can call the call centre or use online chat. The posts are responded to in time/date order, oldest first. So the fewer entries you make on your thread now, the sooner they will pick it up.
To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-
Personal Profile > Personal Information
Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please mark it as the Best Answer.
OCE's and Community Stars - Who are they?
Can you add your account number or your address to the private notes section of your community profile 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.