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?
