Phone stopped working

[Leeandduke]

Phone stopped working yesterday. Recently swapped from copper to digital which started fine but now nothing. Have been trying to log onto the Talk Talk site to contact them but will not log in. Keep being sent 6 digit verification code which then asks me to log in again. Had 5 codes sent to me so far. Really starting to think it’s time to switch providers as too many problems occurring and far to long long to remedy.

[nambuso-TT]

No worries.

[Leeandduke]

I will. Thank you.

[nambuso-TT]

Thanks for advising @Gliwmaeden2.

@Leeandduke Please do let us know how it goes.

[Leeandduke]

Thank you. I do have one for yesterdays but can’t trace the one for Tuesday. I’ll just wait now for a response to the complaint email. Not really feeling very confident though, especially after just finding a fault update on my account that said the problem had been resolved yesterday during the live chat😢

[Gliwmaeden2]

@Leeandduke, when using Livechat, take screenshots of anything that is likely to be important. 

You should be able to request a transcript at the end of the Livechat, so it can be sent to your email address, but worth having a fallback for your records. 

[nambuso-TT]

Then I will need you to contact full fibre to see what has been done for you that led to you receiving confirmation that the issue has been resolved. Thanks

[Leeandduke]

Any idea then why I just found notes about my fault on my account which said my fault had been resolved at 15.51 yesterday when nothing had been done?

[nambuso-TT]

Yes, we are connected to TalkTalk. This is TalkTalk's Community platform.

[Leeandduke]

A quick question as I’m new to this feature. Are you officially connected to Talk Talk. When I couldn’t log onto my account on the website on Tuesday I found this community area and that was how I accessed a live chat. That chat was never recorded. 

[nambuso-TT]

I do understand @Leeandduke, as you had an acknowledgement confirmation that you will be contacted within 72 hours please do wait for the call. Also, if you have any concerns, please free to use the above Full Fibre number for further help. Thank you.

[Leeandduke]

Thanks Phil, I actually sent a very detailed complaint via email as per their complaints procedure last night and had an acknowledgement confirming I would get a response within 72 hours. I will also be giving a telephone call another go this morning  just in case I can get somewhere sooner.

[Philile-TT]

@Leeandduke please contact the relevant department (full fibre) using the contact details provided to you above to get assistance. Please refer to your private messages. 

[Leeandduke]

Still no phone. Wasted an hour on Tuesday with online chat that I discovered wasn’t even recorded anywhere. Had another session today lasting over an hour with the AI then two people that turned out to be useless. Referred to a technical section who then offered to text me. They texted me a link to the website with another chance for an on line chat. Just going round in circles and still no phone. Wouldn’t be as bad if my mobile servcie where Imlived was any good but basically no left with no means to communicate with Talk Talk so will try an email. And this progress when it comes to communications, I don’t think so.

[nambuso-TT]

I am very sorry to hear this, I will need you to speak to the full fibre team using the above contact details so that they would be able to look into this for you. 

[Leeandduke]

Still no phone line. Tried rebooting etc but like you as soon as I pick up the phone the router starts flashing red then white. Couldn’t get onto the web site but managed an on line chat with them. Usual painful experience even after getting through the AI bit. Now waiting to hear what can be done. They were having problems themselves yesterday so no idea when it will be resolved. Looked at alternative telephone providers yesterday so may well end up moving. I can’t believe how often the Talk Talk website isn’t working, no great for a communication provider.

[nambuso-TT]

Hi there @jncape I am very sorry to hear that you are experiencing the issue. I would need you to start your own thread so that we can look into this for you. Thanks

[jncape]

You're not alone! Exactly same problem. Tried rebooting my router, but no success. Broadband and email are fine. Router (Hub2) shows solid white for a minute then flashes 2 white, 1 red, 2 white, 1 red, then back solid for a minute. No 'landline' calls in or out.

Did you find anything that worked?

jcape

[nambuso-TT]

Okay no worries.

[Leeandduke]

Thanks for the advice. I haven’t tried anything yet as I wanted to check my account to make sure there was a a reference to my going over to digital recently. The problem is I can’t log onto the site as it keeps saying they have a technical problem and to try later. One note even said if I phone them there’s no guarantee their operators can help at the moment. 
I will try your advice if I can’t make contact with Talk Talk. Thanks very much for the response.

[nambuso-TT]

Thanks for helping out @fr8ys