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Wifi not working

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6 REPLIES 6
First Timer

I am a new customer as of Tuesday and we turned on the router and it was flashing blue/white/orange. We called up Talk Talk to which told us to wait 24 hours and it should work. Waited 24 hours still no connection rang again Tuesday. Was told that they could not fix the problem over the phone would escalate and to anticipate a phone call back. Still nothing and this is 4 days without internet. Tried to call the help centre to which you cannot get through on the phone. Are there any other ways of contacting talk talk as i do not think this can be resolved by a new rooter or switching it off and on?

 

Any help would be greatly appreciated

Community Star

Hi @Greenheitzman08 

 

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.

Keith
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? 

First Timer

Hi Keith

 

I appreciate your response and i will update my setting we cannot get through on the phone as the phone lines have been cut off and the online chat is unavailable what do we do in this situation?

Community Star

I have passed this to the OCEs on this forum to deal with this. Hopefully, they will be with you shortly, but their workload has shot up drastically today, because of this.

Keith
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? 

Community Team - TT Staff

Hi Greenheitzman08,

 

Can you please 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

 

First Timer

The information has now been updated thank you 

Community Team - TT Staff

Hi Greenheitzman08

 

Thanks for updating your Community Profile.

 

I've completed a line test which hasn't detected any faults.

 

Please can you power down your router for a full 30 minutes and then try and connect again following this?

 

Thanks

 

Debbie