topic Re: Connected no Internet in Broadband

Connected no Internet

rlf37 — Tue, 15 Mar 2022 20:45:51 GMT

Hi, I have had no Internet for 2 weeks. It says 'connected no Internet' even after I have replaced the router and wires. Live chat have been very unhelpful, ending conversations with no resolution. I have done the checks and off/on etc. If I can't get this sorted soon I am changing providers. This happened the day they switched me to fibre onwards. So any suggestions?

Re: Connected no Internet

Skynet_TX — Tue, 15 Mar 2022 21:01:55 GMT

Hi @rlf37,

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

If you have a landline phone can you dial 17070, this will read back the phone number for your line, can you ensure this is the number you expect (i.e. the number shown in 'My Account')

For one of the TalkTalk Support Team 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 Support Team on this community can see your profile details).

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

Re: Connected no Internet

Debbie-TalkTalk — Wed, 16 Mar 2022 06:38:02 GMT

Hi rlf37

I'm really sorry to hear this.

I've completed a line test which hasn't detected any faults.

If you dial 17070 from your landline, is the correct telephone number read back to you?

Re: Connected no Internet

rlf37 — Wed, 16 Mar 2022 11:06:08 GMT

Hi, I rang 17070 and it's just a dead line. I rang my landline from my mobile and again it's a dead line, no noise at all, no ringing. My problems started when they put in fibre on 28th Feb, did they not reconnect me?

Thank you for your help.

Re: Connected no Internet

Karl-TalkTalk — Wed, 16 Mar 2022 11:45:43 GMT

All tests are clear and your fibre shares part of the copper line used for the phone, so all looks ok from here.

Can you check a known good working phone at the 'Test Socket' with nothing else connected to confirm there is no dial tone and we can then arrange an engineer for you.

Thanks

Karl.

Re: Connected no Internet

rlf37 — Wed, 16 Mar 2022 13:32:34 GMT

Hi, I opened up and used the test socket, still no dial tone or Internet ( router flashing orange). I only have one landline phone and it seems to be OK other than no dial tone. I am happy to have an engineer come sort it out, but will I have to pay for it? If so how much? Also please can it be ASAP as I go in hospital next week. Thank you.

Re: Connected no Internet

Karl-TalkTalk — Wed, 16 Mar 2022 13:51:17 GMT

I'll drop you a PM to confirm some details.

Thanks

Karl.