on 01-04-2019 06:50 PM
I have had no internet access for 4 days. Really could do with some help to get it fixed. I have done the online chat tech support 5 times. Each time i get asked the same standard questions which result in being told to turn router off for 30 mins which doesn't result in a fix. Have been told i need a new router which is being sent . I have tried a different talk talk router and still red internet light . All other lights are green as normal and no faults are found on phone line . Tel works fine. Has anybody any suggestions as to how to fix as Talk Talk don't seem to have any suggestions other than a set of standard questions. When it doesn't fix they just blame the router and end the chat!
on 12-04-2019 07:55 AM
Could i please have an update on what is currently happening to fix my lack of internet service? It is now day 15 of no service. I believe Open reach have again completed tests to show it is a Talk Talk authentication issue.
Do Talk Talk provide a mobile wifi devise when it gets to this stage so i can have internet access? I am currently paying for a broadband internet service which i am not getting.
on 12-04-2019 09:05 AM
on 12-04-2019 11:01 AM
on 16-04-2019 10:49 AM
It has now been nearly 7 days since Openreach confirmed for a 2nd time that my fault is a Talk Talk authentication issue. Still no update on what is being done to fix. I have been without internet access for 19 days through no fault if mine. Twice been promised a complaints manager would call me. Both times given a set 2 hour slot for the call. Waited at home for 3 hours each time but nobody called me.
I have now just been charged my monthly fee for the service i don't have!!!
on 16-04-2019 12:20 PM
on 16-04-2019 02:58 PM
on 16-04-2019 03:33 PM
Omg. Really? Suppose kis should try turning my router on and off for the 100th time!!! Talk Talk network department are an absolute joke and don't have clue. Openreach engineer can get internet access using a BT home hub and swapping to BT customer at exchange. Openreach can get internet access with Talk talk router by patching into another talk talk customers line at the exchange!
There is nothing up with my wires or my connection.
on 17-04-2019 06:44 AM
Apologies that this fault is still ongoing. I can raise this as a complaint so this fault can be managed and discussed with a Complaints Manager.
Would you like me to arrange this?
on 17-04-2019 08:42 AM
I have already twice had the promise of a complaints manager getting in touch . I was twice given a set 2 hour slot when they would call. I waited home for the call but nobody bothered to get in touch.
on 17-04-2019 09:01 AM
on 17-04-2019 10:20 AM
on 17-04-2019 01:10 PM
on 18-04-2019 06:21 PM
Just checked mine but still down I'm afraid.
Would be very useful to know what the problem was; it might help some others of us.
on 18-04-2019 07:31 PM
Not sure how it was fixed. I had an automated call from Openreach this morning saying my fibre broadband was going to be disconnected / cancelled in the next few hours. About 4 hours later i noticed red light had gone green and all working.
Only downside is apparently i am not entitled to the £8 a day compensation as my fault was reported before the new scheme started on 1st April. I was told it was only applicable to new faults after 1st April.
Hope you get yours sorted soon.
on 18-04-2019 09:33 PM
Even if you are not eligible for automatic compensation you should still be able to claim compensation for lack of service. When my service went down for ~4 days I requested and got compensation, all be it not much. It might also be worth checking with ofcom if you decide you want to pursue the matter. Meanwhile enjoy your new internet service.
on 19-04-2019 11:09 AM
If I had been asked, a while back, what level of compensation I would have thought appropriate for the failure of an ISP to provide broadband service I would have found it difficult to come up with an appropriate figure. However, Ofcom after discussion with various ISP's including TT have saved me the trouble and agreed some numbers. From Birchcroft's comments, the principle of paying compensation was established prior to the recent agreement and it seems to me that it can hardly be argued that what was agreed to be appropriate on 1 April was somehow not so on 31 March!
Press your case and contact CISAS or Ofcom if you are not satisfied.
on 19-04-2019 11:50 AM
Sorry stupid message system keeps send as i type!!
This is not how talk talk say it works. I have agreed a sum of credit on my account with them but it would have been 3 times as much on new auto compensation system!
I am happy to have got things sorted so have closed my complaint + accepted what was offered .