topic Re: No internet service in Broadband

No internet service

Berora — Mon, 22 Aug 2022 02:41:06 GMT

Hello,

I am on a 'Faster Fibre 65' package. My internet connection has been playing up for a few weeks now, but it used to come back when I reset the router; this time when it's down, it's gone for hours on end.

Yesterday, the internet was down from about 8pm for about 7 hours but it came back this morning. This evening, the internet dropped again at about 8:30pm and has only come back now (after 3am), so nearly 7 hours of no service again... I hope this is not a new pattern as I work late evenings and nights, so can't do anything if TT is going to cut my service like this. Tomorrow is Monday and I need to be able to work and the only way I can get online without wifi is using my Tesco mobile as a hot spot!

I went to the TT Service Centre and run the line test; the result was that there was a problem with my connection at home, apparently. I followed all the trouble shooting steps and the internet was still dead. Despite that, the dashboard said that all our devices were connected to the internet and working as expected - how is that possible when we were all off line because the wifi was not working? Is there any network maintenance taking place in the evenings, resulting in the loss of service? It just seems odd that two nights in a row the internet disappears about the same time in the evening and then comes back around 3am.

Even more oddly, when I checked TT shop website to see what type of connection was available in my area, it said:

"Sorry, our line check shows you aren't able to get any TalkTalk packages

We can't currently bring any broadband plans to your area but we're expanding our UK network all the time so please check back again soon."

I've got an email earlier this month asking me to sign up for a new contract, but at this rate my new contract will be with a new provider...

Could someone please shed some light on what is going on with TT and when the service is going to be restored to normal again?

Many thanks in advance and kind regards.

Re: No internet service

Divsec — Mon, 22 Aug 2022 05:20:33 GMT

Hi @Berora you've tried all you can! The team here will pick up your email and get you sorted. Your post has been escalated.

Re: No internet service

Anonymous — Mon, 22 Aug 2022 08:11:07 GMT

Morning,

I've run a test on the line now which hasn't detected a fault, however the connection looks unstable and the sync speed is varying. Does your main socket have a test socket please?

Thanks

Re: No internet service

Berora — Mon, 22 Aug 2022 11:15:27 GMT

Hi Divsec,

Thank you. I hope the internet will come back soon, it's down again... ☹️

Re: No internet service

Anonymous — Mon, 22 Aug 2022 11:16:40 GMT

Hello,

I'm sorry to hear this. Is there any noise on the voice service? Does the main socket have a test socket please?

Thanks

Re: No internet service

Berora — Mon, 22 Aug 2022 11:21:54 GMT

Hello Michelle,

Thank you. The internet was working first thing this morning, it went down again around 10:30 am and we are still without the internet connection at the moment.

Will have a look at the socket now.

Kind regards

Re: No internet service

Anonymous — Mon, 22 Aug 2022 11:23:48 GMT

Hi,

Ok thank you. If the main socket does have a test socket then if possible please can you connect the microfilter, router and phone directly at the test socket and we can monitor the connection to see how the stability compares.

Thanks

Re: No internet service

Berora — Mon, 22 Aug 2022 12:35:05 GMT

Hello Michelle,

There is a complication. My main phone socket has a built in connection point for the ADSL line. I've managed to get to the test socket, but in the process of me taking off the front plate, it looks like a couple of tiny wires got disconnected and I've now lost the telephone line altogether... I can put the wires back in, but can't tell which wire should go into which slot. What do I do now, please?

Re: No internet service

Anonymous — Mon, 22 Aug 2022 13:03:12 GMT

Hi,

I'm sorry to hear that. Do you mean for the extension sockets?

Thanks

Re: No internet service

Berora — Mon, 22 Aug 2022 13:09:16 GMT

Hi Michelle,

I've connected both the router and the phone to the test socket using the microfilter. On the voice line, I can hear distant crackling noises, but not the normal dialling tone, so the landline phone connection is not working. On the positive side, the router has come back to life (solid white light) and as I type it, I am connected to my wifi; I don't know how long it will work this time!

I'm trying to attach pictures of my socket before I dismantled it and after, with the microfilter plugged into the test socket, but it's not letting me send the photos I've uploaded; will try in a separate message.

Please kindly advise next steps.

Kind regards.

Re: No internet service

Berora — Mon, 22 Aug 2022 13:21:47 GMT

main socketfront plate off and disconnected cables

Hi Michelle,

I hope the pictures will come through this time. The disconnected cables are between the main socket the front plate I took off, they slipped out of the blue connector thingy with numbers and letters next to it - see the second photo. I can physically slot the cables back in, just don't know which goes where, as there are two loose cables and three free slots!

Kind regards

Re: No internet service

Berora — Mon, 22 Aug 2022 13:46:15 GMT

Hi Michelle,

A quick update - my landline phone plugged into the test socket via the microfilter box is now working - I made a test phone call and it was fine; the wifi is also still working at the moment. I will let you know if anything changes.

Kind regards

Re: No internet service

Anonymous — Tue, 23 Aug 2022 05:11:56 GMT

Morning,

I'm sorry for the delay. Thanks for confirming that there is a dial tone at the test socket. Would it be possible to keep the microfilter, router and phone at the test socket for 48hrs so we can see how the connection/stability compares in this set up please?

Thanks

Re: No internet service

Berora — Tue, 23 Aug 2022 14:44:39 GMT

Hello Michelle,

Yes, I can keep it all plugged into the test socket for now.

The wifi is better than it was over the weekend, but slower than usual and it cuts out every now and then. Thankfully, it usually comes back to life after a few minutes of flashing orange, rather than hours. It happened a few times last night and today as well.

I hope this can be fixed soon, as my son is looking for a job and all pre-screening interviews are online video calls; it doesn't look too good when the call drops mid-sentence... I keep fingers crossed our wifi works without interruptions for his interview later this afternoon!

Re. my phone line - I guess there must have been some sort of an issue with it, as initially there were only some crackling noises on the phone, the dial tone came back a bit later.

I'll drop you an update at the end of the day to say how wifi has been.

Thank you for helping and kind regards

Re: No internet service

Berora — Wed, 24 Aug 2022 03:46:02 GMT

Hello Michelle,

My WiFi was largely working ok, if a bit slow, on Tuesday afternoon and evening, but today early morning (between ca. 4am - 4:30am) it kept resetting itself multiple times. Can you see evidence from your end of any connection instability around that time? If not, is it possible the router may have developed a fault? I had to move it a few inches and the moment I touched it, it started flashing orange - is it meant to do that? I lifted it by the top and definitely did not touch the power button.

Kind regards

Re: No internet service

Anonymous — Wed, 24 Aug 2022 05:41:40 GMT

Morning,

Thanks for the update. The stability looks like it has started to improve but the speeds are varying. Would you like us to send a replacement router for testing purposes to rule this out? We would also send a router returns bag so that one of the routers can be returned.

Thanks

Re: No internet service

Berora — Wed, 24 Aug 2022 13:21:07 GMT

Hello Michelle,

Yes, please. Would that be the same router as my current one, i. e. the WiFi Hub, please?

Kind regards

Re: No internet service

Karl-TalkTalk — Wed, 24 Aug 2022 13:45:12 GMT

A wifi hub and returns bag have been ordered for you.

Karl.

Re: No internet service

Berora — Wed, 24 Aug 2022 23:55:28 GMT

Hi Karl,

Thank you for letting me know, I'll look out for it.

Kind regards

Re: No internet service

Karl-TalkTalk — Thu, 25 Aug 2022 06:41:04 GMT

No Problem 🙂

Karl