topic Go live date - no internet in Broadband

Go live date - no internet

mdavies1927 — Wed, 13 Apr 2022 10:16:03 GMT

Hi. My go live date was yesterday (12/4). I received the email stating my account was now active. The phone line has switched fine but the broadband is not working. All I have is a flashing amber light on the router. I noted on my account there is a fault recorded on my fault tracker and a reference number of REP-11223322. I rang talk talk to enquire as to the nature of the fault and ended up spending an hour on the phone to a customer service advisor who eventually suggested there is a problem with the router and they would send a replacement. She wasn’t able to look up the fault on my tracker using the reference number so no idea what this relates to. I have since received an SMS and an email stating that en engineer had resolved our service issue and “An engineer has recently done some repair works on your line, and your connection might take a few days to adjust”. The internet is still not working. The new router is not likely to be with us until middle of next week due to the bank holiday. Does the email I have received though re the engineer suggest that the line may come active at some point?

Re: Go live date - no internet

Karl-TalkTalk — Wed, 13 Apr 2022 12:05:56 GMT

Tests are showing that Openreach have found an issue that is preventing authentication. I've also logged a fault to Openreach for tracking so we can get this resolved.

Thanks

Karl.

Re: Go live date - no internet

mdavies1927 — Wed, 13 Apr 2022 13:28:57 GMT

Thanks for the response Karl. So it doesn’t appear that a new router will solve the issues then. Can you clarify the below please

1- is the issue something that Openreach need to resolve or is it a Talk Talk issue?

2- Are you able to send me the reference for the fault you’ve raised with Openreach and is there a way for me to track it with them?

thanks

Re: Go live date - no internet

Karl-TalkTalk — Wed, 13 Apr 2022 13:39:37 GMT

The fault was identified through testing, so a new router would not clear this. We can track the fault directly via the Openreach portal however this is not something that a customer would be able to access.

Karl.