topic Re: Free upgrade to fibre 35 now no internet in Broadband

Free upgrade to fibre 35 now no internet

Roland6 — Sun, 06 Feb 2022 13:39:59 GMT

Talk talk offered a free upgrade from standard broadband to fibre 35. Email advised switchover date fri 4th Feb 22, and that no engineer visit required and can use same router (DG8041W-2.T5 talk talk Wi-Fi hub) and cabling. Came home from work that evening to no broadband. Turned router off and back on, reset, checked cables, took router to main phone socket etc, still not working. Did line test on the website with my mobile, says no fault, have reported a fault (ref REP 10907906). All that happens is the router shows blinking orange light. However the home phone works with no issue and the router and broadband were working fine until Friday. If I log into the router, says internet disconnected. I believe something hasn’t been connected right at talk talks end. Please fix as soon as possible as this is very inconvenient and I am using unnecessary mobile data trying to sort this. Any assistance much appreciated. Thank you.

Re: Free upgrade to fibre 35 now no internet

Gliwmaeden2 — Mon, 07 Feb 2022 00:00:35 GMT

Switch the router off for fully 30 minutes, @Roland6.

Let us know if that sorts it or if you still need help from Talktalk staff on the forum. They will be back on here during the day.

Re: Free upgrade to fibre 35 now no internet

Roland6 — Mon, 07 Feb 2022 05:40:42 GMT

Hi, Turned off the router for more than an hour this morning and back on, but still just the blinking orange light. Telephone works just fine. If I connect to the router with my iPhone over Wi-Fi says the network has no internet. I think the router is not getting any broadband signal. I think when I was “upgraded” I wasn’t actually connected. Hope this can be fixed soon.

Re: Free upgrade to fibre 35 now no internet

Chris-TalkTalk — Mon, 07 Feb 2022 09:57:43 GMT

Hi Roland6,

Your router appears to be in sync but repeatedly connecting and then dropping the connection. Do you have another router that you can test with?

Chris

Re: Free upgrade to fibre 35 now no internet

Roland6 — Mon, 07 Feb 2022 12:34:06 GMT

Hi, I did try another router, but that didn’t work either. The talk talk router was working fine until Friday. Is the fault with the router or with the broadband service. Would like this sorted as soon as possible. Thanks

Re: Free upgrade to fibre 35 now no internet

Chris-TalkTalk — Mon, 07 Feb 2022 13:46:15 GMT

If you've tested with a different router then the next step will be to arrange an engineer visit. If you'd like us to do this please let us know and we'll confirm some details

Thanks

Chris

Re: Free upgrade to fibre 35 now no internet

Roland6 — Mon, 07 Feb 2022 17:23:09 GMT

Hi,

I will try the other router again tonight. If it comes to an engineer visit, Will I be charged, and if so how much. Everything was fine before this “upgrade “. Since I did not cause this, if I am charged for a visit, I think this would not be fair. If the other router doesn’t work, I will have no choice but to arrange an engineer visit.

Re: Free upgrade to fibre 35 now no internet

Roland6 — Mon, 07 Feb 2022 22:18:53 GMT

Hi,

Ok, I’ve tested the other router and it still doesn’t work. Looks like I need a visit from an engineer. However, I will only agree to this if any costs are explained first. Thanks

Re: Free upgrade to fibre 35 now no internet

Skynet_TX — Mon, 07 Feb 2022 22:25:01 GMT

Hi @Roland6,

Info on potential engineer charges can be found here : https://community.talktalk.co.uk/t5/Articles/Engineer-charges/ta-p/2207291

I would imagine it would be an Openreach engineer that is required. If the fault is out on the Openreach network then you would not be charged.

Re: Free upgrade to fibre 35 now no internet

Roland6 — Tue, 08 Feb 2022 05:02:10 GMT

Hi,

please arrange for an engineer visit, so this can get fixed as soon as possible. Thanks

Re: Free upgrade to fibre 35 now no internet

Chris-TalkTalk — Tue, 08 Feb 2022 07:27:08 GMT

Hi Roland6,

If you'd like us to arrange the engineer visit can you confirm:

That you accept potential Engineers charges

Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

I've also sent you a PM to confirm some other details

Thanks

Chris

Re: Free upgrade to fibre 35 now no internet

Roland6 — Tue, 08 Feb 2022 20:29:25 GMT

Hi,

I accept the engineer charges, and will be available all day on Thursday as I will not at work. Thanks

Re: Free upgrade to fibre 35 now no internet

Chris-TalkTalk — Wed, 09 Feb 2022 14:09:21 GMT

Hi Roland6,

I've sent you a PM

Chris

Re: Free upgrade to fibre 35 now no internet

Chris-TalkTalk — Thu, 10 Feb 2022 08:39:30 GMT

Hi Roland6,

I've sent you a PM

Chris

Re: Free upgrade to fibre 35 now no internet

Chris-TalkTalk — Thu, 10 Feb 2022 11:23:51 GMT

Hi Roland6,

I've booked the appointment for tomorrow morning - February 11 2022, AM (08:00-13:00) - please let us know how you get on

Chris

Re: Free upgrade to fibre 35 now no internet

Roland6 — Fri, 11 Feb 2022 18:20:33 GMT

Hi, Engineer came today, turned out to be an issue at the cabinet down the street, which has now been rectified.

Thank you.

Re: Free upgrade to fibre 35 now no internet

Anonymous — Mon, 14 Feb 2022 07:44:33 GMT

Morning,

Thanks for the update and I'm glad to hear that the fault has been resolved.

Thanks