Get expert support with your Fibre connection.
on 19-07-2024 11:52 AM
My broadband has been down since last night.
on 23-08-2024 07:16 AM
Hi @jamespb407
Fault reported Friday19th resolved Wed 23rd, Auto Compensation is applicable for 1 day.
Your cancellation fee is over £200 that would not be waived.
on 21-08-2024 04:17 PM
I'd post afresh in the billing section but with reference to this thread, @jamespb407.
If it wasn't a line fault (just a router) they may quibble as it won't necessarily show on their records.
And it won't be for a huge amount of time as the first few days are allowed for resolving the fault.
Details of how automatic compensation works:
https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583
on 21-08-2024 04:15 PM
I'd post afresh in the billing section but with reference to this thread, @jamespb407.
If it wasn't a line fault (just a router) they may quibble as it won't necessarily show on their records.
And it won't be for a huge amount of time as the first few days are allowed for resolving the fault.
on 21-08-2024 02:56 PM
are you able to advise on the status of compensation for this previous outage? It has been 28 days and I have received nothing from Talktalk on the compensation I am due, and have previously asked for my exit fee to be waived as a result of this outage and told to await compensation
on 24-07-2024 09:33 AM
Hi james,
I'm glad to hear this 🙂
Michelle
on 24-07-2024 09:31 AM
Good morning
The replacement router has arrived and the connection has been restored.
I will send back the old model tomorrow.
on 24-07-2024 07:11 AM
Morning james,
Ok thank you for the update.
Michelle
on 23-07-2024 05:35 PM
No. I understand it was ordered Saturday and so hopefully tomorrow it will arrive
on 23-07-2024 03:05 PM
Hi
Did the router arrive today ?
Karl.
Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars
Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.
on 23-07-2024 08:13 AM
Hi james,
Thanks for the update. Yes please and we'll check back in with you later on this afternoon to see how you're getting on.
Thanks
Michelle
on 23-07-2024 08:08 AM
I am receiving a replacement router today to test if that is the problem. Should I start that up as normal when it arrives?
on 22-07-2024 06:47 AM
Morning,
I'm really sorry for the delay. I've run a test on the line which is clear but the line is not showing in sync. Does your main socket have a test socket please? Do you also have an alternative router that you can test with? If not then we can send a replacement router for testing purposes to rule this out.
Thanks
Michelle
on 19-07-2024 02:04 PM
Hi @jamespb407
Apologies for the delay. We are still experiencing some system issues at the moment affecting line tests.
I will post back to confirm once this has been resolved so we can run some tests.
on 19-07-2024 02:01 PM
I have done this
on 19-07-2024 11:57 AM
I have added my number
on 19-07-2024 11:54 AM
Hi @jamespb407
I'm really sorry to hear this.
Please can you add your name and TalkTalk landline number to your Community Profile, we can then take a look at this for you.
Thanks
Debbie