topic Re: No internet connection in Broadband

No internet connection

Chinchilli — Mon, 06 Jun 2022 19:17:32 GMT

I have been unable to connect to the internet for the past 24 hours.

have tried resetting my router but it has made no difference.

Logging into my router tells me that the DSL cable is not plugged in, although it is.

Does this mean I need a new DSL cable?

Re: No internet connection

Skynet_TX — Mon, 06 Jun 2022 19:55:21 GMT

Hi @Chinchilli,

Not necessarily, it could be a fault with your phone line meaning your router can't detect a broadband signal on the line.

What model of router do you have ?

What light(s) are showing on the router ?

It would be worth going to the Service Centre to run a connection test on your line, this will indicate if there is currently a fault affecting your service. You can also access this from the ‘My Account’ site.

Also, if you have a landline phone can you check to see if that is working normally (i.e. you have a clear dial tone and no noise on the line).

If your master phone socket has a test socket then you could also try the router in there (via a microfilter), that would then eliminate any of the phone wiring in your home as being a possible cause of the problem.

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: No internet connection

Chinchilli — Mon, 06 Jun 2022 20:11:10 GMT

Thank you. I have managed to speak to someone via online chat and they are sending out a microfilter. It has worked OK without one till now but worth trying I suppose!

Re: No internet connection

Skynet_TX — Mon, 06 Jun 2022 20:15:31 GMT

Do you have anything else plugged into any phone socket in your home, or is the router the only thing connected to any of your phone sockets ?

What type of master phone socket do you have from the list of pictures here ?

Re: No internet connection

Chinchilli — Tue, 07 Jun 2022 03:57:05 GMT

The socket is a non NTE

I have a landline phone plugged into the socket but removing it does not allow me to connect

Re: No internet connection

Debbie-TalkTalk — Tue, 07 Jun 2022 06:24:34 GMT

Hi Chinchilli

I'm really sorry to hear this.

Would it be ok to post a photo of your master socket and current set up on this thread?

Thanks

Debbie

Re: No internet connection

Chinchilli — Tue, 07 Jun 2022 07:39:41 GMT

Took this photo last night of the socket my router is plugged into. Will be able to get a better photo of the socket when I get home this evening.

I can tell you the power light is on on the router and the wireless light is flashing, but all other lights are off.

Re: No internet connection

Debbie-TalkTalk — Tue, 07 Jun 2022 07:51:11 GMT

Hi Chinchilli

Thank you 🙂

Do you have any other sockets in the property or just that one?

Re: No internet connection

Chinchilli — Tue, 07 Jun 2022 18:57:14 GMT

Have now located the master socket- looks like the FTTC.

Have tried plugging the router directly into the master socket but still unable to connect to the internet

Re: No internet connection

Skynet_TX — Tue, 07 Jun 2022 19:24:48 GMT

Is the landline phone working ok, if you dial 17070 does it read back the correct phone number (i.e. the phone number shown in 'My Account').

Also, to try the router in that master socket you would have to plug the grey cable from the router directly into the top socket, if you plug it into the bottom socket using the microfilter that won't work.

Re: No internet connection

Chinchilli — Tue, 07 Jun 2022 20:06:04 GMT

Phone is working OK and dialling 17070 gives the correct number

Tried plugging the grey cable in both the bottom and top socket- neither worked!

Re: No internet connection

Skynet_TX — Tue, 07 Jun 2022 20:33:58 GMT

Ok, your FTTC master socket will have a test socket inside, if you can undo the two screws on the front of the socket then that bottom section can be gently pulled away, the top section that has the data socket on should also then pull away, you should then be able to see a standard phone socket, if you connect the router to that using a microfilter then that is connecting your router directly to the phone line that come into your property, so if it still doesn't work in that test socket then that at least eliminates any of the home sockets / wiring being the cause.

If the support team here have tested the line and can't see any issues, and it still doesn't work in the test socket, then it could well be a fault with the router or cable, the support team here will be able to help further, but if they did suspect an issue with the router or cable they would be able to arrange a replacement for you.

Re: No internet connection

ferguson — Tue, 07 Jun 2022 20:51:03 GMT

@Skynet_TX wrote:

Ok, your FTTC master socket will have a test socket inside, if you can undo the two screws on the front of the socket then that bottom section can be gently pulled away, the top section that has the data socket on should also then pull away, you should then be able to see a standard phone socket, if you connect the router to that using a microfilter then that is connecting your router directly to the phone line that come into your property, so if it still doesn't work in that test socket then that at least eliminates any of the home sockets / wiring being the cause.

If the support team here have tested the line and can't see any issues, and it still doesn't work in the test socket, then it could well be a fault with the router or cable, the support team here will be able to help further, but if they did suspect an issue with the router or cable they would be able to arrange a replacement for you.

Spot on buddy, apart from "the top section that has the data socket on should also then pull away." It won't, it will remain in place, but will be disabled by removing the faceplate. Just to make it clear for the poster.

Re: No internet connection

Skynet_TX — Tue, 07 Jun 2022 20:57:21 GMT

Think it depends on the style of socket, I've seen versions of that FTTC socket where the ports are top and bottom (rather than side by side) where there are two sections of the socket that you have to remove, I thought from the image that it might be one of those sockets. But yeah, you just need to pull away as many sections as easily come away, and the test socket should be under that.

I did find an article somewhere that showed pictures of how to access the test socket on the FTTC socket that had two pull away sections, I'll see if I can find it again.

Re: No internet connection

ferguson — Tue, 07 Jun 2022 21:00:22 GMT

The DSL socket always remains fixed in the picture that the poster sent us, I didn't want them to think that bit should come away!

Re: No internet connection

Skynet_TX — Tue, 07 Jun 2022 21:11:08 GMT

I found an old pic, I thought it might be one of these :

But yes @ferguson you are quite right, you should only remove those two screws on the front and then pull away the bits that easily come away, but if it is like the one in this image you may find that two sections come away, and if this is the case you have to pull both of those section away to access the test socket underneath, as plugging the router into the socket in that middle part of the image will not work.

@ferguson you can see in that image above that the middle section has the data port at the top, so the port at the bottom is pre filtered voice only, so you have to remove that section to get to the test socket underneath, the section fitted to the wall then only has that one unfiltered test socket.

I don't see many of these sockets around, but they always catch people out as they try to use that socket on the middle section as the test socket, and that will never work, as it is prefiltered voice only.

Re: No internet connection

Chinchilli — Tue, 07 Jun 2022 21:22:04 GMT

Thank you for your help.

Have tried unscrewing the two screws - only the bottom section came away- and plugged the router directly into the socket- still not working.

So at least I’m a bit further forward.

Re: No internet connection

Skynet_TX — Tue, 07 Jun 2022 21:32:27 GMT

Ok, well if there is no centre section as shown in that picture I posted above then that should mean you are plugged into the test socket, so if it is still not working in there then at least that proves it is not a fault with the wiring in your home. The support team here will be able to help more tomorrow, they will be able to run more tests on your line, but if that comes back clear then they may suggest sending you a replacement router to try.

Just checking, when you say you have plugged directly into the test socket, you have to have a microfilter on the end of the grey cable, I'm assuming you do have one connected, as that is the only way it will fit properly in the test socket.

Re: No internet connection

Debbie-TalkTalk — Wed, 08 Jun 2022 05:45:58 GMT

Hi Chinchilli

Thanks for confirming that you have tested directly at the test socket.

Have we sent you a replacement router for testing? This would be the last check before arranging an Openreach engineer visit.

Debbie

Re: No internet connection

Chinchilli — Wed, 08 Jun 2022 05:54:48 GMT

Hi Debbie,

No, I have not been sent a replacement router - could you arrange this?

Thank you