topic Re: Broadband service in Broadband

Broadband service

saffron3 — Mon, 10 Apr 2023 09:14:02 GMT

I have been having issues with my connection and broadband since about 8am on 09/04. It connected about 8pm but I check early hours of the morning of 10/04 and it had disconnected again and is currently showing the Amber flashing light. Something is wrong but no idea what! Anybody else having this issue?

Re: Broadband service

Debbie-TalkTalk — Mon, 10 Apr 2023 09:20:48 GMT

Hi saffron3

I'm really sorry to hear this.

Please can you add your name and TalkTalk landline number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie

Re: Broadband service

saffron3 — Mon, 10 Apr 2023 09:30:10 GMT

Hi Debbie, I think I have managed to add my name and home telephone number. I don’t use the landline or have one connected.

hope I can get this matter resolved and my internet back up and running.

thanks

Re: Broadband service

Debbie-TalkTalk — Mon, 10 Apr 2023 09:49:21 GMT

Hi saffron3

Thanks for updating your Community Profile.

I've completed a line test which hasn't detected any faults and it appears that the router is powered down.

Is the router switched on at the moment?

Do you have another router that you can test with?

Re: Broadband service

saffron3 — Mon, 10 Apr 2023 09:51:48 GMT

Hi Debbie

yes the router is currently on and has been flashing Amber light all morning, I had the same issue yesterday. It flashed white and connected at one point and now back to disconnection.

no I don’t have another router, do you think I may need a new one then?

thanks

Re: Broadband service

Debbie-TalkTalk — Mon, 10 Apr 2023 09:53:12 GMT

Hi saffron3

I think we should send a router for testing as the line tests are clear. Would you like me to arrange this?

Re: Broadband service

saffron3 — Mon, 10 Apr 2023 09:56:26 GMT

What do you mean, like send me a new router? I have had it for like 6 years/nearly 7.

I have an engineer coming out tomorrow but if you think I may need a new router I don’t know if they will be bringing one or just checking my broadband.

Re: Broadband service

Debbie-TalkTalk — Mon, 10 Apr 2023 09:57:23 GMT

Hi saffron3

If this is a TalkTalk engineer then this engineer should be able to replace your router.

Re: Broadband service

saffron3 — Mon, 10 Apr 2023 10:00:24 GMT

Yes I called talk talk this morning as I have had this problem since yesterday. Payed my bill and also I’ve lost out of 2 days of work now due to my broadband being down. Currently using my mobile data which I don’t have enough of.

they said they will send an engineer tomorrow to look at the problem but didn’t mention a new router which could be the issue.

hopefully they do.

thanks

Re: Broadband service

Debbie-TalkTalk — Mon, 10 Apr 2023 10:01:56 GMT

Hi saffron3

Would you like me to order a router today just to make sure a router is on the way?

Re: Broadband service

saffron3 — Mon, 10 Apr 2023 10:05:54 GMT

Hi Debbie,

yes that would be great. So if the engineer turns up tomorrow and doesn’t replace the router then I can just replace it when the new one turns up? But if the engineer does replace it at least I have a spare.

there must be some connection problem and it’s just been flashing Amber all morning. It was flashing white and Amber yesterday.

thanks

Re: Broadband service

Debbie-TalkTalk — Mon, 10 Apr 2023 10:09:40 GMT

Hi saffron3

The router is on its way, please allow 24-48hrs for this to arrive.

Please let us know how you get on following the engineer visit.

Thanks

Debbie

Re: Broadband service

saffron3 — Mon, 10 Apr 2023 10:12:06 GMT

Is there anything you can do as to me missing out on 2 days of work due to my broadband being down?

I payed my bill and now this has happened. I’m on the verse of changing suppliers as my broadband has not been the best.

thanks

Re: Broadband service

Debbie-TalkTalk — Mon, 10 Apr 2023 10:14:47 GMT

Hi saffron3

Further information can be found here About your auto compensation credit

Under total loss of service faults

Re: Broadband service

saffron3 — Tue, 11 Apr 2023 11:27:12 GMT

Hi Debbie,

you ordered a talk talk broadband hub for me yesterday. Who normally delivers them? If the engineer that is coming today doesn’t bring one.

Thanks

saffron

Re: Broadband service

Debbie-TalkTalk — Tue, 11 Apr 2023 11:28:43 GMT

Hi Saffron

This will be delivered by a courier (Yodel)

Thanks

Re: Broadband service

saffron3 — Tue, 11 Apr 2023 11:30:49 GMT

Okay, how will I know when it’s on the way. You can track them can’t you?

I'm currently waiting on an engineer so hopefully my wifi gets sorted.

thanks

Re: Broadband service

Debbie-TalkTalk — Wed, 12 Apr 2023 06:18:05 GMT

Hi Saffron

Sorry for the delay.

How are you getting on following the engineer visit?

Re: Broadband service

saffron3 — Wed, 12 Apr 2023 10:21:10 GMT

Hi Debbie, thank you for getting back to me. The engineer changed our router with a brand new one and it’s all set up and running now.

The router you sent is out for delivery, shall I keep it as a spare?

Re: Broadband service

Karl-TalkTalk — Wed, 12 Apr 2023 10:34:48 GMT

you can hold onto the router as a spare should the original one fail.

Karl.