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]

Ok, thanks Gliwmaeden2

[Gliwmaeden2]

@jonpsmith, if it's automatic compensation, it would take up to 30 days to show in My Account. 

Might be different if it's a discretionary amount. 

Either way, it's better asking about this in the billing section of the forum. You'd need to start a new topic over in that section but put a link in it to this thread, for context.

[jonpsmith]

Hi Chris/Michelle,

I spoke to the case owner from the escalations team last Wednesday about the compensation I am due after being without an internet connection for so long. He told me the amount I was due and that it would be credited to my account by Friday (last week).

I've just checked and my account balance is still showing as zero.

Can you please contact the case owner and ask for an update on when I will receive the payment please?

Thanks, Jon.

[Chris-TalkTalk]

No problem 🙂

[jonpsmith]

Thanks Chris, thanks Gliwmaeden2. 

[Chris-TalkTalk]

Hi jonpsmith,

Glad to hear that the issue is resolved, I've ordered a returns bag, it should be with you within a couple of working days

Chris

[Gliwmaeden2]

Good to hear it's resolved, @jonpsmith.

Staff can send you a bag with a prepaid label.

I'll re-escalate this thread for staff attention.

[jonpsmith]

Hi Michelle,

This issue has been resolved now and I need to send back my original router. I have a returns bag, but I don't have an address label to attach to it, is it possible to have one sent to me please?

Thanks, Jon.

[Michelle-TalkTalk]

Hi  Jon,

I'm sorry to hear this and I'll let you know as soon as I know more.

Thanks

Michelle

[jonpsmith]

Hi Michelle,

Yes, I got a call earlier.

Unfortunately, the suspected cause of the issue sounds like it may well be ongoing for a while. 

Thanks, Jon.

[Michelle-TalkTalk]

Hello,

I believe that my colleague has been in touch and has identified the issue. I'll keep monitoring for updates for you.

Thanks

Michelle

[jonpsmith]

Thanks for the info Michelle.

[Michelle-TalkTalk]

Hi Jon,

The Faults Escalation Manager has come back to me and apologies I completely forgot that there was a system issue last night which affected the callbacks being made. My colleague has asked that this be picked up as a priority today.

Thanks

Michelle

[Michelle-TalkTalk]

Hi Jon,

I'm really sorry. I've re-escalated this back to my colleague now and have asked them to provide an update ASAP. I'll post back as soon as they respond to me.

Thanks

Michelle

[jonpsmith]

Hi Chris,

Unfortunately, no call received.

Thanks, Jon.

[Chris-TalkTalk]

Hi Jon,

There appears to be a callback booked for this evening 4pm - 6pm, please let us know how you get on

Chris

[jonpsmith]

Hi Chris, 

I didn't get a call yesterday and I have had no subsequent notification of another scheduled call.

I was contacted by one of the service management team (I can give you his name if you need it) last week and he said he would be in daily contact, but I haven't heard anything from him since last Thursday.

Can you please check and let me know what is happening please?

Thanks, Jon.

[Chris-TalkTalk]

OK Jon, please let us know how you get on

Chris

[jonpsmith]

Hi Chris,

The service light is now lit on the new ONT box, but the router still won't logon.

I have a call scheduled with support between 16:00 and 18:00. I guess it is best I wait for that.

Thanks for following up.

Jon.

[Chris-TalkTalk]

Hi jonpsmith,

How are you getting on?

Chris