topic Re: Urgent: Vital Pensioner Broadband Down for 2+ days in Broadband

Urgent: Vital Pensioner Broadband Down for 2+ days

TreTree — Tue, 26 Apr 2022 09:25:23 GMT

Good morning,

My mother's internet connection has been down for 2 days.

My mother is a pensioner and is struggling with her health currently. She relies on her internet connection for contact from her hospital specialist consultant.

As my mother is not technically minded, she is not able to resolve the connection issue herself. As I live 200+ miles away, I am not able to go there and help.

Please can someone respond to this as a matter of urgency.

Thank you,

Richard

Re: Urgent: Vital Pensioner Broadband Down for 2+ days

Karl-TalkTalk — Tue, 26 Apr 2022 09:33:10 GMT

Can you add your mothers home phone number to the private notes section of your 'Community Profile' so I can locate the account and check the connection.

Thanks

Karl.

Re: Urgent: Vital Pensioner Broadband Down for 2+ days

TreTree — Tue, 26 Apr 2022 09:41:03 GMT

Done.

Thank you so much for your speedy response Karl.

Re: Urgent: Vital Pensioner Broadband Down for 2+ days

Karl-TalkTalk — Tue, 26 Apr 2022 10:07:15 GMT

I've run a few tests on the line and all is clear, no issues showing. Is your mums home phone working ok ?

Thanks

Karl.

Re: Urgent: Vital Pensioner Broadband Down for 2+ days

TreTree — Tue, 26 Apr 2022 10:13:10 GMT

Hi Karl,

I've just spoken to her now and her phone is working fine but the internet is still out. She did say that the router has a flashing orange light on if that helps?

Re: Urgent: Vital Pensioner Broadband Down for 2+ days

Karl-TalkTalk — Tue, 26 Apr 2022 10:22:55 GMT

As all tests are clear, and we last sent a router in 2013, I'm suspecting this is at fault.

A new router is on the way.

Re: Urgent: Vital Pensioner Broadband Down for 2+ days

TreTree — Tue, 26 Apr 2022 10:27:10 GMT

Hi Karl,

Thank you for the response - my mum had a new router I think 6-12 months ago from you guys.

This one - https://accessories.talktalk.co.uk/productdescription/39

Re: Urgent: Vital Pensioner Broadband Down for 2+ days

Karl-TalkTalk — Tue, 26 Apr 2022 10:32:30 GMT

It's not showing on the account, but the router is the first thing to suspect when all tests are clear, all the usual voltage levels across the line are fine, tests on both the fibre line and the phone line all show clear.

If the issue remains after testing with another router then we can proceed to an engineer.

Thanks

Karl.

Re: Urgent: Vital Pensioner Broadband Down for 2+ days

TreTree — Tue, 26 Apr 2022 10:34:19 GMT

Okay, thank you Karl. I'll let my mum know one is on its way - when do you expect the router will arrive?

Re: Urgent: Vital Pensioner Broadband Down for 2+ days

Karl-TalkTalk — Tue, 26 Apr 2022 10:37:50 GMT

Router will usually arrive in 24-48hrs, so could be there as early as tomorrow. As soon as it's connected and tested, let me know here so we can progress this.

Thanks

Karl.

Re: Urgent: Vital Pensioner Broadband Down for 2+ days

TreTree — Tue, 26 Apr 2022 10:41:47 GMT

Thank you so much, Karl. Will do. Your help is massively appreciated.

Re: Urgent: Vital Pensioner Broadband Down for 2+ days

Karl-TalkTalk — Tue, 26 Apr 2022 10:50:02 GMT

You're Welcome 🙂

Regards

Karl