Sorry to hear that, have they tried maintenance mode? Full instructions are here:
OK, if you would like the online support team to look into this for you make sure that your parents' TalkTalk landline number is complete on your community profile in the Private notes section (click here) so that their account can be identified and then wait for them to respond.
If you can follow the advice from ferguson, we can take a look.
Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.
WEAR A MASK - WASH YOUR HANDS - SOCIAL DISTANCE