No internet connection for 29 days (and counting)

[jonpsmith]

I'm posting this as I'm hoping someone can help or point me in the right direction to get hold of someone who can help.

My internet access stopped working on 20th October following a power cut. 

As TalkTalk support was closed at the time this happened, I had to wait until the Monday (21st) to report the issue. After some checks, I was told a new router would be sent that would sort out all my problems.

The new router arrived three days later, but did not fix the issue.

I have spent many hours over many days and weeks on TalkTalk chat going through the same tests and checks over and over again (if only there were some notes for the support team to read).

I have had City Fibre visit my house, both times they find no problems with their equipment. They even included me in their call to their remote support team, they could see the router try and login, but said they could see no DHCP info.

A TalkTalk engineer has been to my house, he confirmed no issues with the router, he thought the ONT box was configured with the wrong account info.

TalkTalk support have confirmed their line test works fine, but the router just sits their with a flashing amber light.

The case has been passed to the complaints team and this seems to be the wrost thing that could happen. 

I had to wait a few days for the case manager to contact me, but he did so on 11 November. He looked at the notes and said he needed to talk to the relevant team and that he would get back to me withing 48 hours. He didn't.

I went back onto chat 3 days later to say I hadn't been called and asking for an update. Was told I would have to wait for the case manager to review the case, this was scheduled to happen 14th November. It came as no surprise that I heard nothing back.

I have been back on chat today to be told the case manager would call me today between 12:00 and 14:00, this didn't happen.

I've been told by the TalkTalk teams on chat that I can't speak to anyone's manager as they do not talk to customers (I wonder why).

Is there any way I can escalate this?

[jonpsmith]

Morning Michelle,

I still haven't had anyone contact me and the issue still persists, is there any way to get this escalated further?

To have no one contact me just makes me think that no one is doing anything about my problem, which I find unacceptable.

As we are over 30 days without the fault being fixed, I believe I am entitled to cancel the contract with no penalty and look for another provider, this is something I will have to seriously consider.

Thanks, Jon.

[Michelle-TalkTalk]

Morning,

I've asked the team to provide me with an update ASAP and I'll post back as soon as they come back to me. Apologies for the delay.

Thanks

Michelle

[jonpsmith]

Morning Michelle,

I haven't heard anything since Wednesday last week when I was told that this is an authentication issue, could you check what is happening please?

I'm sure this is not relevant, but as it is an authentication, I thought it best to mention this.

Following my last contract expiring a few months ago, I was in the process of moving to another provider. I had a call from your sales team, who offered me a better deal, so I decided to stay. I was subsequently sent a mail on 3rd September saying my account had been updated, although the account number stayed the same REMOVED

Thanks, Jon.

[Michelle-TalkTalk]

Hello,

Thanks for confirming. Hopefully they will be able to resolve this for you ASAP.

Michelle

[jonpsmith]

Morning Michelle,

Yes, I was called by someone yesterday afternoon. She did give me her name, but I've forgotten it unfortunately.

Thanks for following up.

Thanks, Jon.

[Michelle-TalkTalk]

Morning,

Can I just confirm, have our team now been in contact?

Thanks

Michelle

[Michelle-TalkTalk]

No problem. Hopefully the team will make contact ASAP.

Thanks

Michelle

[jonpsmith]

Thanks Michelle.

[Michelle-TalkTalk]

Morning,

Thanks for confirming. I've escalated this over to our Faults Escalation Team now and I'll post back as soon as I receive an update. It's possible that the team may also try and contact you directly.

Thanks

Michelle

[jonpsmith]

Hi Chris,

Both the original router and the replacement one are FAST 5464-2.T4

Anticipating your next question, there is no cable connected to the Broadband port.

Also, I have tried different ethernet cables between the ONT box and the router.

Thanks, Jon.

[Chris-TalkTalk]

Thanks Jon, could just let me know which router you have

Chris

[jonpsmith]

Hi Chris, I have the router switched off as it is just wasting electricity.

If I switch it on, it will go through the logon process, at this point, the ethernet light on the ONT box will light up green. When the router fails to logon successfully, the ethernet light will go out. This process just cycles round. Other than that, the other three lights are lit on the ONT box all the time.

Hopefully, that makes sense.

Thanks, Jon.

[Chris-TalkTalk]

Hi Jon,

Thanks for updating your profile, which lights are currently on. on the ONT?

Chris

[jonpsmith]

Hi Chris,

I've updated my profile information.

Thanks, Jon.

[Chris-TalkTalk]

Hi jonpsmith,

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

Chris