topic Re: No internet- day 10 in Broadband

No internet- day 10

Looji — Fri, 04 Feb 2022 08:10:43 GMT

I’m at my wits end. I work from home so have had to take a weeks leave. First of all said my router was the problem- charged me for a new one but still no internet. Booked an engineer to come- nobody turned up- according to the system they came and set up my equipment- they must’ve been a ghost then! The message confirming the booking said I would be charged £65 if I wasn’t home for the visit- does that mean talk talk will pay me £65 then as nobody came??. I have rung or done a chat every single day only to have to go through the same thing over and over and being told something different every single time . There was only one person who seemed to know what he was talking about and explained things clearly- he said there was a cloak around my internet which is why it wasn’t working and why he booked an engineer. Oh and then this evening, over an hour on a chat again in the process of booking another engineer and it went off- nobody rang me back.This service is appalling- can somebody please just fix my internet .

Re: No internet- day 10

Divsec — Fri, 04 Feb 2022 08:38:02 GMT

Hi @Looji please add your landline phone number to your community profile so that the team can identify your account. https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info

Please don't post personal details here in the open

Re: No internet- day 10

Debbie-TalkTalk — Fri, 04 Feb 2022 08:48:12 GMT

Hi Looji

I'm really sorry to hear this.

Please can you add your name and TalkTalk landline number to your Community Profile, we can then look into this further.

Thanks

Debbie

Re: No internet- day 10

Looji — Fri, 04 Feb 2022 09:02:59 GMT

I’ve added my details

Re: No internet- day 10

Gliwmaeden2 — Fri, 04 Feb 2022 09:17:06 GMT

@Looji, there should be compensation paid when an engineer doesn't turn up, and once the loss of service is resolved. It does take at least a month to materialise:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

Re: No internet- day 10

Looji — Fri, 04 Feb 2022 09:15:29 GMT

@Gliwmaeden2 Thanks so much for this- really helpful 😊

Re: No internet- day 10

Debbie-TalkTalk — Fri, 04 Feb 2022 09:15:56 GMT

Hi Looji

Thank you. Could you power down your router for a full 30 minutes for me and then post back on this thread once the router has been switched back on again?

Debbie

Re: No internet- day 10

Looji — Fri, 04 Feb 2022 10:02:08 GMT

Hi Debbie

The router has now been off for 30 mins and is now back on

Re: No internet- day 10

Debbie-TalkTalk — Fri, 04 Feb 2022 10:09:30 GMT

Hi Looji

Thank you. One last thing I need to check, have you recently factory reset the router using the pin hole reset for ten seconds?

Re: No internet- day 10

Looji — Fri, 04 Feb 2022 10:14:18 GMT

Hi Debbie

No, this is a new router that I was made to purchase that came on Monday .

Re: No internet- day 10

Debbie-TalkTalk — Fri, 04 Feb 2022 10:17:08 GMT

Hi Looji

A TalkTalk router?

Re: No internet- day 10

Looji — Fri, 04 Feb 2022 10:31:36 GMT

yes it’s a TalkTalk Router

Re: No internet- day 10

Karl-TalkTalk — Fri, 04 Feb 2022 10:59:26 GMT

I'm showing the username / password is incorrect in the router and so not authenticating on our system.

Can you call the automated password line from your home phone and make a note of your username & password.

The number is : 0345 1720 049

Remember, the password will be capital letters and numbers.

Enter these details in the router and we can then see if it will authenticate.

Thanks

Karl.

Re: No internet- day 10

Looji — Fri, 04 Feb 2022 14:52:06 GMT

i have rung the number and obtained router user name and password which are different to the sticker on the box. How do I now access my router to put these details in. I have tried putting the IP number into a browser but it does not open the page?

Re: No internet- day 10

Karl-TalkTalk — Fri, 04 Feb 2022 14:53:10 GMT

What model router are you using ?

Thanks

Karl

Re: No internet- day 10

Looji — Fri, 04 Feb 2022 14:56:53 GMT

Its a black talk talk router DG80W1W Huawei

Re: No internet- day 10

ferguson — Fri, 04 Feb 2022 15:00:12 GMT

I don't want to cross swords with Karl, but I reckon the next step will be to try that pinhole reset mentioned earlier, notwithstanding that it purports to be a new router.

Re: No internet- day 10

Karl-TalkTalk — Fri, 04 Feb 2022 15:04:17 GMT

Hi @ferguson,

Just an FYI , and for anyone else reading this. This customer is legacy, and not set as network authentication, this is one of the legacy circuits that requires username / password to be correct, and so the router has the default 01warehouse username, so a reset will not change this. We can see authentication logs, but authentication is failing so fist step is to get the correct details in the router 🙂

Thanks

Karl.

Re: No internet- day 10

ferguson — Fri, 04 Feb 2022 15:05:41 GMT

Thanks Karl, I'll butt out now!

Re: No internet- day 10

Looji — Fri, 04 Feb 2022 15:07:15 GMT

Hi Karl

Please see my last message - I am unable to access the router admin