Router flashing orange light

[dencole01]

Hi. Since last Thursday my router has been flashing orange. I've tried an older router, still flashes. I've tried new cables, still flashes. I spoke with talktalk via chat, jumped through all the hoops. Finally settled on they will send someone out and it will possibly cost me £75. I told them not right now. But now I need an engineer to come out asap please. Thank you.

[Debbie-TalkTalk]

Hi Dennis

Apologies for this.

Please can you create a post here Billing - TalkTalk Help & Support

My colleague Arne can take a look at this for you.

Thanks

[Gliwmaeden2]

@dencole01, it's better to post afresh in the billing section of the forum for anything to do with compensation etc - this board is really for service issues, problems with the broadband etc, whereas it's usually a different staff team member that will respond over there.

Staff will be back after the Bank Holiday weekend. 

[dencole01]

Hi Debbie.

Its been a month now and I have not heard anything from Talktalk about any sort of compensation what so ever.  I'm pretty sure i'm due some as my Internet was down for 2 weeks.  This auto compensation really works.... Not.

Please can you look in to this.

Many thanks

Dennis

[Debbie-TalkTalk]

Hi Dennis

If you’re eligible for automatic compensation, we’ll let you know via email or an SMS. Compensation will be credited to your account within 30 days of a fault being resolved.

Once the team have investigated then they will let you know by email or text within 30 days.

[dencole01]

Hi Debbie

I took a look at the link about compensation you provided. It says they will notify the person (me in this case) via email or sms automatically if you are due compensation.  I have not been notified of any compentation coming my way.  Will be greatful if you could look in to this for me.

Regards

Dennis

[Debbie-TalkTalk]

Hi dencole01

I'm so glad to hear that everything is working ok.

Further information on our compensation policy can be found here About your auto compensation credit

[dencole01]

Hi Debbie.

Yes received yesterday. All working fine. Thank you for your help.

Now just need to look in to compensation as I had no internet for 2 weeks. Thanks for the link.

[Debbie-TalkTalk]

Hi dencole01

Have you received the router?

[Debbie-TalkTalk]

Hi dencole01

Thank you 🙂

Debbie

[dencole01]

Hi Debbie.

Many thanks. Will let you know if it works out.

[Debbie-TalkTalk]

Hi dencole01

Apologies for this. The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[dencole01]

Hi. An engineer came round on Friday afternoon, however he couldn't resolve the issue as he said it was the router that is at fault and to ask you to send out a new one to me. So please send out a new router to me asap. Many thanks.

[Debbie-TalkTalk]

Hi dencole01

Thank you. 

Further information on our compensation policy can be found here About your auto compensation credit

[dencole01]

Hi Debbie. Many thanks, I'll make sure I'm home by 1pm on Friday 22 march.

Will I get some sort of rebate on my monthly bill as compensation for having no service for just over a week (assuming the issue is fixed on Friday)?

[Debbie-TalkTalk]

Hi dencole01

Thanks for your reply.

Apologies, there were no Saturday appointments available so I have booked the engineer visit for 22/03 PM (1pm - 6pm)

Please let us know how you get on following this visit.

Debbie

[dencole01]

Hi. PM any Friday will be good. But I'll have to book time off work so will have to know when asap as I need to give few days notice. Unless you can arrange for any Saturday AM.

[Debbie-TalkTalk]

Hi dencole01

Thanks for your reply.

I will arrange the engineer visit. Can I book the first available appointment AM or PM? Or are there certain dates/times you can't do?

[dencole01]

Hi Debbie. I have tried swapping cables, filters and router when I was on chat with talktalk, it still did the same. Please send an engineer asap as I've been without internet since Thursday 14 march 2024. My computer no longer getting updates, cannot use Alexa etc.

[Debbie-TalkTalk]

Hi dencole01

I'm really sorry to hear this.

The line test is clear but I can see that the line is not in sync.

When you tested with the other router and cables, was this connected directly at the test socket?

In regards to potential engineer charges, if the fault is found to be with Openreach maintained equipment then no charges will be applied.

We only ask that you test with a different router, cable and filter at the test socket to rule out any issues with your equipment or internal wiring before arranging an Openreach engineer visit.

Thanks

Debbie