Please can someone help me or give me some advice. I am posting here as others have had success on the forum. Here is my backstory.
I raised a fault call with TalkTalk on 9 Sept as I had no internet connection. Fault REF-13365111.
On my TalkTalk online account I ran the appropriate basic tests as instructed. I was informed online that there was a problem with the line and an engineer would need to visit the exchange. On the 11th Sept TalkTalk reported the problem as fixed, and that the connection was good. But I still could not connect to the internet. On 12th Sept I contacted TalkTalk Live Chat. After one and a half hours doing all the checks and tests required as instructed, I was told I needed a new router. The new router arrived Sept 14th. But I was still unable to access the internet using the new router. As instructed online I tried reboot, and factory reset, but still had no internet connection.
Later on 14th Sept I had an online Live Chat with TalkTalk. I ran all the checks and tests as instructed. The TalkTalk representative I was chatting with told me that a BrightSparks engineer was required to visit my home.
Here is an extract from the Live Chat: “17:24, Sep 14 Paul: I can also make an endorsement regarding on this case for having no service. Please know that we have an auto compensation for having no service and the compensation will automatically be credited to your account within 30 days once the issue resolve.”
The BrightSparks engineer called at my house on the 18th Sept. He ran the appropriate checks and advised that an Openreach engineer was required.
On the 23rd Sept an Openreach engineer visited my house and the local exchange. He told me he had done all the checks at my house and the exchange and that he could find no faults. He rang TalkTalk from my phone and discussed the problem. TalkTalk agreed it was a technical problem at the TalkTalk side, and a higher department (The Network Team) would investigate.
During this time I was also in contact with a TalkTalk complaints manager (Complaint CMP 514971). He mentioned during our phone calls that the problem may be something to do with my connection being on an ADSL connection. He also mentioned that a restriction (a 'walled garden') had erroneously been put on my account and needed to be removed. After a number of phone calls over a number of days the complaints manager on the 28th Sept passed me through on the phone to the Network Team in Manchester. The Network Team supplied me with the appropriate instructions to change the Internet Connectivity (IPv4) Login and Password credentials on my router. I was told to replace the Login ‘01warehouse@talktalk.net’ with a new one. I was also told to replace the password with a new password which includes the phrase 'gotadsl'. Once this was done I immediately had internet access. I was told that these new credentials would have removed the 'walled garden restriction'
I have now been charged £75 by TalkTalk for the Openreach Engineer visit, and have had no refund for the days when my internet was not available.
The TalkTalk Billing Escalation Team told me on the 10th October that the Engineer Charge was valid.
The problems I have experienced are due to TalkTalk issues. How can I get TalkTalk to refund the £75 engineer charge and compensate me for the days when my internet connection was not available? Any help would be appreciated.
Montybf
