Connection Dropping / "Connected Without Internet"

[Weirdwithnobeard]

The service from TalkTalk has been UTTERLY DISGRACEFUL. My home internet has not worked properly since August, and I've contacted them multiple times, always having to explain the issue from scratch. After setting up two new routers, I had to beg for an engineer. The TalkTalk engineer confirmed that the problem was with OpenReach and advised me to contact them again.

I then had to plead for an OpenReach engineer to come out, who advised that the issue was a faulty OpenReach modem (this has since been replaced but we are still having the same issue!!!). Weeks have passed, and TalkTalk are refusing to offer any help or solution, they are insisting that I need to contact Openreach directly. To make matters worse, they has added a £75 charge to our account, despite the ongoing substandard service we've experienced for months and that the issue is of no fault of our own.

This situation is infuriating, and I may need to consider consumer rights help or possibly legal action. If anyone on here from Talktalk actually cares, please check REP-15017562 and CMP-799588

[Debbie-TalkTalk]

Hi @Weirdwithnobeard 

I'm so sorry to hear this.

Please can you add your name and TalkTalk landline number to your Community Profile, I can then take a look at this for you.

Thanks

Debbie

[Gliwmaeden2]

@Weirdwithnobeard, could you clarify which package you are on, as that will help people follow the issue?

Staff will respond during the day. 

They'll need you to complete your community forum profile details. Go via your avatar; settings; drop down menu....add your Talktalk phone number or account number in Personal Information. Scroll down to find the button to SAVE CHANGES. 

That way staff can identify your account.

[Weirdwithnobeard]

To clarify: the issue is that our internet will change to "connected without internet" randomly. Sometimes it will happen once or twice a day, other days we have to restart everything 10/15 times. There has been no issue with speed, range or signal at all. It is either the internet is there, or it's not. We have had two new routers and one new modem, we have had a talktalk engineer and an openreach engineer visit the property, and we are still no closer to resolving the issue than we were back in August.