topic Re: No internet since Sunday, no help from TalkTalk. in Broadband

No internet since Sunday, no help from TalkTalk.

LargeTrout — Fri, 16 Sep 2022 13:49:50 GMT

Since Sunday I've had no internet. Solid orange light on the router. I've switched the router off and on, left it off overnight, held down the reset button, etc. I've swapped phone cables and filters. No joy. Talk Talk chat agents tell me the line is fine, so it must be the router. Maybe it's died, or maybe an update got pushed to it that killed it by accident. But outside of that, Talk Talk have been no help. They get me to do the same tests with no results. Whenever I start a new chat I have to go through all the stuff I've already told the last one. It's turning into a Kafkaesque nightmare. Where do I go from here? What does it take to get some real help?

Re: No internet since Sunday, no help from TalkTalk.

KeithFrench — Fri, 16 Sep 2022 14:22:32 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) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk has 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 since Sunday, no help from TalkTalk.

Karl-TalkTalk — Mon, 19 Sep 2022 06:49:10 GMT

Usual tests are clear, nothing stands out. Can you check the home phone and confirm the line has a clear dial tone, no noise on the line etc.

Do you have access to another router to test, or would you like me to send one ?

Thanks

Karl.

Re: No internet since Sunday, no help from TalkTalk.

LargeTrout — Mon, 19 Sep 2022 08:45:01 GMT

Thanks for the response Karl. I managed to talk to someone on Friday night just before closing. They ran through some tests with me and said the line was fine but the router was not authenticating the connection for some reason. Just be they left, they recommended I try shutting off the router for exactly 20 minutes and rebooting and if I was still having issues I should get in touch again. I ran this last test twice, shutting the router down for 20 minutes and booting it back up but am still not getting internet. The router shows a solid orange light after blinking orange for about 5 minutes.

I don't have a phone attached to the line as I've only ever used it for internet. I'll see if I can dig one out from somewhere to test the line, but as I've said, the support agent told me the line was fine.

Nor do I have a spare router to try out. I was thinking that this might be the only solution now. If you could send one out that would be much appreciated. Again, thank you for your time.

Marcus James

Re: No internet since Sunday, no help from TalkTalk.

Karl-TalkTalk — Mon, 19 Sep 2022 09:07:12 GMT

Router is on the way. Line tests are clear, but these are only a guideline and will not always pick up line noise. Best way to test for this is to listen with a phone handset.

I've tried a resync of the radius platform to make sure there are no issues this end with authentication details.

Lets see what happens with a new router so we can rule out a hardware issue.

Karl.

Re: No internet since Sunday, no help from TalkTalk.

LargeTrout — Mon, 19 Sep 2022 09:13:45 GMT

Thanks again Karl. I'll let you know whether the new router works or not.

Marcus James

Re: No internet since Sunday, no help from TalkTalk.

Karl-TalkTalk — Mon, 19 Sep 2022 09:14:48 GMT

No Problem 🙂

Karl

Re: No internet since Sunday, no help from TalkTalk.

Anonymous — Thu, 22 Sep 2022 08:07:01 GMT

Morning,

Just checking in to see how you're getting on?

Thanks 🙂

Re: No internet since Sunday, no help from TalkTalk.

LargeTrout — Thu, 22 Sep 2022 14:59:25 GMT

Hi,

New router arrived earlier this afternoon and seems to be working fine so far. Thanks for sending it out.

Marcus

Re: No internet since Sunday, no help from TalkTalk.

Karl-TalkTalk — Fri, 23 Sep 2022 04:47:10 GMT

Your Welcome.

Karl