topic Re: No Internet in Broadband

No Internet

BlitzKorn — Wed, 13 Apr 2022 16:28:42 GMT

I haven't had any internet since the start of my Service on the 31/3, I've called numerous times and have done numerous tests on my setup to see if it is the problem, nothing has helped. I managed to book an engineer to have a look at it and was told that the problem is with the line outside of the building and that he would let talktalk know about it to fix it, great I thought until I get an email saying that I should check my home setup again. I call up talktalk and when speaking to them about the engineer visit on the 9/3 they said that an engineer didn't come to my flat to check on the internet. I don't know what to do next as no matter who I talk to they always say it's my setup that is wrong even though I've had an engineer check it.

Re: No Internet

KeithFrench — Thu, 14 Apr 2022 09:48:35 GMT

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday), but if more urgent you can always try the Service Centre. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk have responded to you, otherwise, this will just put you further down the queue.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: No Internet

BlitzKorn — Fri, 15 Apr 2022 19:56:32 GMT

Thanks Keith, I have updated my profile with the relevant information, I do wonder what this "queue" is that you speak of, it sounds crazy for talktalk to lower the priority of problems just because they are raised on this forum.

Re: No Internet

KeithFrench — Fri, 15 Apr 2022 21:01:49 GMT

If you report anything via the forum it does automatically get put in the TalkTalk Support staff's work queue, I just put it in there before that for you, as it was nothing that I can resolve for you directly.

Things are not of a lower priority, it is a different system, dealt with by different people. OK, you may have to wait longer for a response, especially over a Bank Holiday, but the service centre can take your call, it is your choice. Most people who have used the forum do think that the quality of support that they receive here is worth the wait though.

Re: No Internet

Chris-TalkTalk — Tue, 19 Apr 2022 08:25:45 GMT

Hi BlitzKorn,

I've sent you a PM to confirm some details so that we can look into this further

Thanks

Chris

Re: No Internet

Chris-TalkTalk — Tue, 19 Apr 2022 14:37:20 GMT

Hi BlitzKorn,

Thanks for answering the security questions. Could I just ask which package you signed up for

Chris

Re: No Internet

BlitzKorn — Tue, 19 Apr 2022 15:34:07 GMT

Fibre 65

Re: No Internet

Chris-TalkTalk — Wed, 20 Apr 2022 12:08:32 GMT

OK thanks. Is your router currently connected to your telephone socket and switched on?

Is your telephone service working OK, is there a dial tone?

Chris

Re: No Internet

BlitzKorn — Wed, 20 Apr 2022 12:38:02 GMT

My router is set up properly, I don't have a telephone service included in my package.

Re: No Internet

Chris-TalkTalk — Wed, 20 Apr 2022 12:47:09 GMT

OK thanks. Unless you're on our Future Fibre (FTTP) service then you will have a telephone service, do you have telephone handset that you can connect to your telephone socket so that you can check for a dial tone?

Chris

Re: No Internet

BlitzKorn — Wed, 20 Apr 2022 13:08:56 GMT

I'm afraid I do not have a telephone handset that I can connect to check for a dial tone.

Re: No Internet

Chris-TalkTalk — Wed, 20 Apr 2022 13:58:22 GMT

OK thanks. Did you initially sign up for G.Fast, (up to 150Mbps)?

Chris

Re: No Internet

BlitzKorn — Wed, 20 Apr 2022 14:11:03 GMT

Yes, however I was only able to get around 70Mb thus I decided to change plan.

Re: No Internet

Chris-TalkTalk — Wed, 20 Apr 2022 14:15:38 GMT

OK thanks, I'll pass this over to our Order Management team to take a look at. I'll let you know when I receive an update

Chris