topic Re: No wifi since monday! 5days! in Broadband

No wifi since monday! 5days!

Talker99 — Fri, 18 Nov 2022 11:49:02 GMT

WiFi router dropped Monday evening. Called TT and after tests they booked engineer. He came to look this morning. No fault on the line, its the router that us faulty. He sent a report on his phone and advised me to call TT so another router can be posted today to arrive tomorrow as 5 days with no Internet and intermittent 4g it's been awful. After an hour on the phone they won't send a replacement router out till they've had the engineer report, which I saw him send. I was asked to call back again this afternoon what on earth!? It's TT router that is faulty, I've taken time off work and I have to go through the whole hour call on the phone again...just send the replacement router this is ridiculous.

Re: No wifi since monday! 5days!

Debbie-TalkTalk — Fri, 18 Nov 2022 11:57:22 GMT

Hi Talker99

I'm really sorry to hear this.

I have ordered the replacement router, please allow 24-48hrs for this to arrive.

Please let us know how you get on.

Thanks

Debbie

Re: No wifi since monday! 5days!

Talker99 — Fri, 18 Nov 2022 12:09:13 GMT

Thanks very much Debbie

Re: No wifi since monday! 5days!

Debbie-TalkTalk — Fri, 18 Nov 2022 12:11:58 GMT

Hi Talker99

No problem. Please let us know how you get on.

Thanks

Debbie

Re: No wifi since monday! 5days!

Talker99 — Sun, 20 Nov 2022 09:35:40 GMT

Yodel said the router will be here by Wednesday....but just had a notification it may come today, just wanted other users to see that yodel put 5 days and then it updates to 2 days

Re: No wifi since monday! 5days!

Anonymous — Mon, 21 Nov 2022 06:52:27 GMT

Morning,

How are you getting on?

Thanks

Re: No wifi since monday! 5days!

Talker99 — Thu, 24 Nov 2022 08:39:22 GMT

Hi Michelle the replacement router arrived Sunday, all set up and seems fine. We will need a refund for no wifi Monday 14th November to Sunday 20th November as we had no service of wifi. Thanks to the team for sending the replacement, you were much more helpful than phoning up

Re: No wifi since monday! 5days!

Chris-TalkTalk — Thu, 24 Nov 2022 08:44:05 GMT

Hi Talker99,

Glad to hear it's working now, apologies for any inconvenience. Please also see About your auto compensation credit - TalkTalk Help & Support

Thanks

Chris

Re: No wifi since monday! 5days!

Talker99 — Fri, 25 Nov 2022 13:13:37 GMT

Hi I am sorry to write that the new router has dropped twice just now. Engineer confirmed nothing was wrong with line. Is there an issue in our area? Why would we lose WiFi again? Thanks

Re: No wifi since monday! 5days!

Chris-TalkTalk — Fri, 25 Nov 2022 14:04:12 GMT

Hi Talker99,

Thanks for the update, sorry to hear that you're still experiencing problems. Are you experiencing any problems with your telephone service, any noise on the line?

Chris

Re: No wifi since monday! 5days!

Talker99 — Fri, 25 Nov 2022 16:31:42 GMT

Thanks Chris, it's just dropped again red flashing and now back. We had an engineer out via talktalk last week and he tested the line which was fine. Not sure why it keeps dropping no noise on phone line....

Re: No wifi since monday! 5days!

Talker99 — Sat, 26 Nov 2022 08:24:12 GMT

Hi Chris seems OK since my last message... fingers crossed 🤞

Re: No wifi since monday! 5days!

Talker99 — Sun, 27 Nov 2022 19:13:50 GMT

Hi the replacement router has failed tonight, flashing red. We've turned it on and on and no wifi at all now, just flashing red.

We had no WiFi for a week,

Had an engineer come out via talktalk who tested the line and nothing wrong with it, he said its the router.

Had a replacement router delivered.

Now it's no wifi again.

No major noise on the line.

No equipment disturbing it ie cordless phones.

All we have in it is the broadband cable connecting it to outside, the yellow talktalk wifi plug and the power cable.

Can't even change the wifi band as that can knly be done with wifi on not on 4g.

Seriously bad now.

What on earth is going on?! Is there a network failure in Kent?

Re: No wifi since monday! 5days!

Talker99 — Sun, 27 Nov 2022 22:05:31 GMT

Just confirming we have had no WiFi all evening. Same red flashy light on this replacement router and no fault with the line. It needs to work, we are not getting the service we are paying 30 odd pounds a month for

Re: No wifi since monday! 5days!

Gliwmaeden2 — Sun, 27 Nov 2022 23:01:23 GMT

Staff will be back in the morning, @Talker99 - there's no cover on the forum usually at weekends.

Hopefully they will get back on your case asap.

Re: No wifi since monday! 5days!

Anonymous — Mon, 28 Nov 2022 07:13:11 GMT

Morning,

I'm really sorry to hear this. I've run a test on the line which has detected a potential fault towards the property. Just to confirm, does your main socket have a test socket please? If it does then could you confirm if the router is connected to the test socket at the moment?

Thanks

Re: No wifi since monday! 5days!

Talker99 — Mon, 28 Nov 2022 13:35:05 GMT

Hi Michelle, thanks there's no fault on the line as such ad the engineer has been out already to check the line and he confirmed the line is fine. I switched the router off this morning as it was just flashing red constantly. We still have no wifi or sky sports. The router goes into the Internet port on the main socket and the phone landlines goes in to the phone port. It's a new socket as the outreach man who came out upgraded it as it was an older outreach socket, but both sockets meant the same flashing light. He said the line was totally fine and that it was the router. We've had a replacement router and again we have no wifi. The WiFi came back for a couple of days but as of yesterday afternoon its been flashing red again. We cannot be without WiFi as work from home and pay 30 odd pounds a month and literally have no wifi. No now tv sports either. I will leave the router on again this afternoon for it to flash red.

We really need wifi back

Re: No wifi since monday! 5days!

Anonymous — Mon, 28 Nov 2022 13:40:14 GMT

Hello,

Would it be possible to connect the microfilter, router and phone at the test socket so we can re-run the line test again please? If the same fault is detected, then the only option we have is to arrange an engineer visit if 2 different routers have already been tested.

Thanks

Re: No wifi since monday! 5days!

Talker99 — Mon, 28 Nov 2022 13:43:47 GMT

Thanks I can have a look later properly as the socket is behind furniture...I'll see if I can find a test socket. It's the socket with an Internet port and phone port at the front but I will try and open up the socket later in. I know what you mean, we have indeed had a replacement router sent already. The engineer who came said the line was definitely fine, he did a number of tests on it, and said it was the router, but I'll have a loom at the socket later to see if there's a test one inside 👍

Re: No wifi since monday! 5days!

Anonymous — Mon, 28 Nov 2022 13:52:54 GMT

Hi,

Ok thank you. I've also included a Help Guide below,

Your guide to main phone sockets - TalkTalk Help & Support

Thanks