topic Re: Broadband down in Broadband

Broadband down

Sjd-1965 — Thu, 13 Jan 2022 06:38:04 GMT

Hi,

can someone at talktalk please sort out this confusion for me ? Spoke the customer services and after an hour of checking I was told my router is not working. Then tried to sell me the WiFi router, so have a basic one being sent out. 20 mins after the call had ended I got a txt saying.

TalkTalk Update: An engineer has recently done some repair works on your line, and your connection might take a few days to adjust and we will monitor that closely. We're sorry for any inconvenience this may have caused. If you're having any further issues, please visit Service Centre.
so what’s the problem, router or line ??

Re: Broadband down

Anonymous — Thu, 13 Jan 2022 07:41:55 GMT

Hello,

I'm sorry to hear this. I've run a test on the line now which hasn't detected a fault. Just to confirm, is the voice service ok? Do you have a dial tone? Did you try factory resetting the router and then re-setting this back up again?

Thanks

Re: Broadband down

Sjd-1965 — Thu, 13 Jan 2022 08:54:23 GMT

Hi ,

I’ve reset the router and replaced it with a spare one that I had from you a couple of years back and that’s still the same. Your customer service person I spoke to yesterday insisted it was a router problem. This is becoming a big problem as I’m supposed to be working from home.

Re: Broadband down

Sjd-1965 — Thu, 13 Jan 2022 08:56:24 GMT

Sorry

my phone line can still receive calls but not sure about making calls.

Re: Broadband down

Debbie-TalkTalk — Thu, 13 Jan 2022 09:02:32 GMT

Hi Sjd-1965

Which router are you currently using? (make and model)

If you have tested with 2 different routers, cables and filters at the test socket then the next step will be an engineer visit to the property.

Thanks

Debbie

Re: Broadband down

Sjd-1965 — Thu, 13 Jan 2022 09:10:28 GMT

I’m using your standard router, my BT box doesn’t have a filter. I will check out the Ethernet cable from the socket to the router as I forgot about checking that and will get back to you later this evening. Thank you

Re: Broadband down

Debbie-TalkTalk — Thu, 13 Jan 2022 09:14:13 GMT

Hi Sjd-1965

Thanks for your reply.

If you would like me to send a new router, with new cables and a filter to test with then please let me know.

Debbie

Re: Broadband down

Sjd-1965 — Thu, 13 Jan 2022 09:27:26 GMT

I think I already have a router on its was, I was told last night that there is. I have a couple of filters. I’m sure BT said my socket doesn’t require a filter.

Re: Broadband down

Anonymous — Thu, 13 Jan 2022 09:31:31 GMT

Hello,

Can I just confirm which main socket you have please?

Your guide to main phone sockets

Thanks

Re: Broadband down

Sjd-1965 — Thu, 13 Jan 2022 09:34:18 GMT

Re: Broadband down

Karl-TalkTalk — Thu, 13 Jan 2022 09:48:58 GMT

that is a pre-filtered faceplate. If you remove the faceplate check to see if there is a test socket and connect the router to this with a filter to see if the router will connect.

Thanks

Karl.

Re: Broadband down

Sjd-1965 — Thu, 13 Jan 2022 10:00:33 GMT

Hi Karl

I’m not sure as I’ve never removed it. When I get home from work I will check the cable between the socket and the router and then do what you’ve suggested. It’s been the same socket for at least 8 years.
thank you.

Re: Broadband down

Chris-TalkTalk — Thu, 13 Jan 2022 10:03:36 GMT

OK thanks 🙂

Re: Broadband down

Sjd-1965 — Thu, 13 Jan 2022 20:04:14 GMT

How do I get all the router settings to get logged on to talk talk. All I have are my pipex info.

Re: Broadband down

Debbie-TalkTalk — Fri, 14 Jan 2022 06:48:51 GMT

Hi Sjd-1965

This help page should help SET UP A NON-TALKTALK ROUTER

Re: Broadband down

Sjd-1965 — Fri, 14 Jan 2022 07:02:17 GMT

Thank you,

when I get my new router delivered what information do I need to connect to the net ?

Re: Broadband down

Debbie-TalkTalk — Fri, 14 Jan 2022 07:04:51 GMT

Hi Sjd-1965

Apologies, if we've sent you a router then this will be set up ready to use. You just need to use the new wireless password from the back of the router for your devices.

Thanks

Debbie

Re: Broadband down

Sjd-1965 — Fri, 14 Jan 2022 07:09:39 GMT

I was just trying a few routers to try and sort out my on going tech issues but not having any luck connecting to the net with any of them.

Re: Broadband down

Debbie-TalkTalk — Fri, 14 Jan 2022 07:11:01 GMT

Hi Sjd-1965

Ok, please let us know once the new router arrives.

Thanks

Debbie

Re: Broadband down

Sjd-1965 — Fri, 14 Jan 2022 07:11:52 GMT

Ok will do.
thank you.