topic Re: No Internet for 5 days ...so far in Broadband

No Internet for 5 days ...so far

ftwizard — Tue, 18 Jan 2022 00:04:53 GMT

My internet has been down since 13/01/21

I've spoken to three pretty unhelpful people, had a new hub and still no connection.

I'm supposed to be getting a call from a manager, but I've heard nothing yet and I need internet for my work.

I'm in the middle of a 2 year contract and I think I need to cancel to get a service with a more useful customer service.

Is there someone from Talktalk that can offer some useful help?

Thanks.

Re: No Internet for 5 days ...so far

Skynet_TX — Tue, 18 Jan 2022 19:04:44 GMT

Hi @ftwizard,

What light(s) do you have showing on the router ?

If you have a landline phone have your tried dialling 17070 to ensure that it reads back the expected phone number (i.e. the one shown in 'My Account') ?

Have you tried the new router in the test socket (if you have one) and used the new microfilter (if required) and cable that came with the new router.

For one of the TalkTalk staff on this community to be able to look into this you will need to update your community profile to include your name, landline telephone number that your TalkTalk service is provided on & an alternative contact number. This will allow them to identify you, and they will then be able to help.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk staff on this community can see your profile details).

Then they will hopefully be able to respond to this post tomorrow.

Re: No Internet for 5 days ...so far

ftwizard — Tue, 18 Jan 2022 20:40:46 GMT

Hi, Thanks for that info, I have now filled in my profile.

The light is solid white, I have checked the phone number and I have also tried the test socket and new microfilter.

Everything is working as it should, but there is no connection to the internet.

I'm still waiting for a call from a "manager" I really need an engineer to visit. I've done everything I can.

Re: No Internet for 5 days ...so far

Skynet_TX — Tue, 18 Jan 2022 21:20:28 GMT

Ok, the staff here on the community may be able to chase this up when they are back tomorrow.

Do you have both 'wired' and 'wireless' devices, do they all have the same problem ?

Re: No Internet for 5 days ...so far

ftwizard — Tue, 18 Jan 2022 23:25:28 GMT

Yes, both wired and wireless. Wired imac and Apple TV, iphones, ipad, Homepods. Nothing works

Re: No Internet for 5 days ...so far

Anonymous — Wed, 19 Jan 2022 07:47:05 GMT

Morning,

I'm sorry to hear this. The line test is detecting a loop fault which can sometimes be caused by internal wiring or equipment connected to the line. I can see from your posts that you've tested a new router at the test socket. Do you have a dial tone? If all testing has been completed then the next step will be to arrange an engineer visit to the property. Would you like to go ahead with this and we can confirm some details with you?

Thanks

Re: No Internet for 5 days ...so far

ftwizard — Wed, 19 Jan 2022 10:01:48 GMT

Morning Michelle,

Yes, the phone works okay.
I think an engineer visit is needed as soon as possible,as my work is starting to suffer.

Re: No Internet for 5 days ...so far

Karl-TalkTalk — Wed, 19 Jan 2022 11:03:16 GMT

Can you please complete the security info at :

We can then progress this for an engineer for you.

Thanks

Karl.

Re: No Internet for 5 days ...so far

ftwizard — Wed, 19 Jan 2022 10:43:49 GMT

Okay thanks. I’ve filled the security form.
How will you let me know?

Re: No Internet for 5 days ...so far

Chris-TalkTalk — Wed, 19 Jan 2022 11:51:59 GMT

Hi ftwizard,

I've sent you a PM

Chris

Re: No Internet for 5 days ...so far

Chris-TalkTalk — Thu, 20 Jan 2022 09:52:17 GMT

Hi ftwizard,

I've booked the earliest appointment available - January 24 2022, AM (08:00-13:00) - please let us know how you get on

Chris

Re: No Internet for 5 days ...so far

ftwizard — Mon, 24 Jan 2022 11:49:57 GMT

The Openreach engineer has just been and has failed to find the fault.

It seems he was issued with a "copper job" to find a loop fault, he found that in five minutes, but that was nothing to do with the lack of internet problem.

He should have been issued a "fibre job" then he would have had the information needed to properly investigate to problem.

He was here for nearly two hours and even changed to port out in the cabinet. The openreach system is working fine.

I don't know where to go now, but I think we need to re-book an engineer with the correct information.

Can you also refund this months payment as it's costing me loads in data to keep working.

Re: No Internet for 5 days ...so far

AllyM — Mon, 24 Jan 2022 12:19:05 GMT

@ftwizard ,

If staff performed a line test which showed a "loop fault" then they would have to book the engineer to investigate that first. If there is a secondary fault then I'm sure they will arrange another engineer appointment for you when they pick up on this thread again.

If it's taking more than a couple of working days to fix, you should be due compensation, but that will only be paid at least a month after the fault has been fixed. See here: About your auto compensation credit - TalkTalk Help & Support

Re: No Internet for 5 days ...so far

Anonymous — Mon, 24 Jan 2022 12:23:12 GMT

Hello,

I've re-run the line test now and everything looks ok from here. What lights are currently on the router?

Thanks

Re: No Internet for 5 days ...so far

ftwizard — Mon, 24 Jan 2022 12:30:03 GMT

Yes, the engineer cleared the loop fault, but the internet is still not working.

Everything looks fine, but it isn't.

The engineer needs to be issued with a "fibre job" to have to correct information to tackle the problem.

Re: No Internet for 5 days ...so far

Anonymous — Mon, 24 Jan 2022 12:35:19 GMT

Hi,

Just before we ask our Network Team to take a look, can I just confirm, that the device is connected wired to the router? What happens when you try to connect? Do you see any specific error messages? Can you also dial 17070 from your home phone and confirm that it reads back the correct number please? Please do not post any personal information on the Community.

Thanks

Re: No Internet for 5 days ...so far

ftwizard — Mon, 24 Jan 2022 12:39:34 GMT

I have multiple devices, both wired and wireless. The phone works fine. I have one fault, I cannot conect to the internet. No specific error messages, just server not responding type things.

Re: No Internet for 5 days ...so far

Anonymous — Mon, 24 Jan 2022 12:42:41 GMT

Hi,

Can I just confirm, did you dial 17070 from your line as I'm just trying to confirm that you definitely don't have a crossed line before I pass this to my colleague?

Thanks

Re: No Internet for 5 days ...so far

ftwizard — Mon, 24 Jan 2022 12:43:48 GMT

Yes, all that's been done.

Re: No Internet for 5 days ...so far

ftwizard — Mon, 24 Jan 2022 12:51:20 GMT

Thanks for the link.