topic Re: Wifi not connecting to Laptop and phone in Broadband

Wifi not connecting to Laptop and phone

Amyll — Wed, 18 Jan 2023 13:36:56 GMT

Hello,

My internet is not working properly today and my partner is trying to work from home. Netflix on the tv is working as normal, however internet wont connect on his laptop or phone.

He reset the router and it was fixed for 5 minutes but now not connecting.

Please can we get support to fix this urgently?

Thank you

Re: Wifi not connecting to Laptop and phone

Chris-TalkTalk — Wed, 18 Jan 2023 13:58:01 GMT

Hi Amyll,

Sorry to hear that you're experiencing problems with your service. Is your partner connecting via a VPN?

Chris

Re: Wifi not connecting to Laptop and phone

Amyll — Wed, 18 Jan 2023 15:05:41 GMT

Hi Chris,

No i dont think so - just logging on to wifi as normal.

Re: Wifi not connecting to Laptop and phone

Chris-TalkTalk — Wed, 18 Jan 2023 15:09:34 GMT

OK thanks. Router appears to be connected to the Internet. Could you switch the router off and leave it off for at least 30 minutes then switch back on and retest. Please let us know how you get on

Chris

Re: Wifi not connecting to Laptop and phone

Amyll — Wed, 18 Jan 2023 20:59:37 GMT

hi Chris,

it does seem to be problem with VPN. I reset the router correctly and brought work laptop home and couldn’t connect either and it in turn stopped internet connecting on my phone. This happened before and it was because something with talk talk was blocking the connection. Please can this be looked into as an urgent matter as we are now unable to work from home. Thanks

Re: Wifi not connecting to Laptop and phone

Amyll — Wed, 18 Jan 2023 21:01:26 GMT

Re: Wifi not connecting to Laptop and phone

Debbie-TalkTalk — Thu, 19 Jan 2023 06:58:15 GMT

Hi Amyll

Please can you factory reset for the router using the pin hole reset for ten seconds?

Thanks

Re: Wifi not connecting to Laptop and phone

Amyll — Thu, 19 Jan 2023 07:41:38 GMT

Hi Debbie,

I did a factory reset and WiFi connection worked for about 2 mins on VPN and then connection went again on both laptops and phones.

Re: Wifi not connecting to Laptop and phone

Debbie-TalkTalk — Thu, 19 Jan 2023 07:45:22 GMT

Hi Amyll

Have we sent you a replacement router for testing? (recently)

Re: Wifi not connecting to Laptop and phone

Debbie-TalkTalk — Fri, 20 Jan 2023 07:44:48 GMT

Hi Amyll

Would you like me to send a replacement router?

Re: Wifi not connecting to Laptop and phone

Amyll — Fri, 20 Jan 2023 08:56:04 GMT

Hi Debbie,

Yes, if you can send a replacement router that would be great. Do you know when i would likely receive this? Could you also check the firmware please? I believe last time you changed the firmware for the router which fixed the issues.

I am not sure if you can check, but an engineer was due to come out today but on the account it says this is pending and not confirmed. Do you know if someone is actually coming today?

Thanks

Re: Wifi not connecting to Laptop and phone

Anonymous — Fri, 20 Jan 2023 09:05:41 GMT

Hello,

I've checked and can see that the engineer visit looks to be going ahead so please let us know how you get on. The engineer should also be able to replace the router if they think this is at fault. We've tried to check the firmware but we can't connect to your router at the moment. If you'd still like us to check the firmware then could you factory reset the router and let us know once this is done and we will try and connect again.

Thanks