topic Re: No Broadband connection since 24 May in Broadband

No Broadband connection since 24 May

Karen2022 — Wed, 25 May 2022 09:41:11 GMT

Off and on connection over the last few days. From around 6pm yesterday (24 May) the broadband connection stopped entirely. Telephone working fine.

Re: No Broadband connection since 24 May

Anonymous — Wed, 25 May 2022 09:57:23 GMT

Hello,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Re: No Broadband connection since 24 May

Karen2022 — Wed, 25 May 2022 10:12:30 GMT

Profile updated, as requested

Re: No Broadband connection since 24 May

Chris-TalkTalk — Wed, 25 May 2022 10:23:34 GMT

Hi Karen,

Thanks for updating your profile. Could you just confirm that your router is currently switched on and connected to your telephone socket

Chris

Re: No Broadband connection since 24 May

Karen2022 — Wed, 25 May 2022 10:28:55 GMT

Hello Chris, I am not in same location as my router. I am using a broadband connection at my place of work.

Re: No Broadband connection since 24 May

Chris-TalkTalk — Wed, 25 May 2022 10:37:29 GMT

OK thanks, was it switched on and connected to the telephone socket when you left home this morning?

Chris

Re: No Broadband connection since 24 May

Karen2022 — Wed, 25 May 2022 10:42:18 GMT

Plugged into the telephone socket - yes
Router switched on - no

Checked this morning around 8:30am to see if the connection was back, but it was not, so I switched off the router. No point in having it switched on, if there is no connection.

Re: No Broadband connection since 24 May

Chris-TalkTalk — Wed, 25 May 2022 10:53:38 GMT

Do you have another router that you can test with?

Chris

Re: No Broadband connection since 24 May

Karen2022 — Wed, 25 May 2022 10:55:58 GMT

No, the previous router we had stopped working and you replaced it with the current one.

Re: No Broadband connection since 24 May

Chris-TalkTalk — Wed, 25 May 2022 11:07:31 GMT

Line test is passing so I think we should try another router, would you like me to send on to test with?

Chris

Re: No Broadband connection since 24 May

Karen2022 — Wed, 25 May 2022 11:12:45 GMT

Yes, that would be good.

Re: No Broadband connection since 24 May

Chris-TalkTalk — Wed, 25 May 2022 11:29:12 GMT

I've ordered the router, it should be with you within a couple of days

Chris

Re: No Broadband connection since 24 May

Karen2022 — Wed, 25 May 2022 11:31:14 GMT

Thank you. Hope that fixes the problem, as I work from home too and need a connection.

Re: No Broadband connection since 24 May

Chris-TalkTalk — Wed, 25 May 2022 11:34:14 GMT

No problem, if it doesn't resolve the problem then we'll probably need to arrange an engineer visit, but hopefully it will

Chris

Re: No Broadband connection since 24 May

Karen2022 — Wed, 25 May 2022 11:35:24 GMT

Thank you

Re: No Broadband connection since 24 May

Chris-TalkTalk — Wed, 25 May 2022 11:36:17 GMT

No problem 🙂