topic Re: Internet outage in Broadband

Internet outage

mfinn234 — Thu, 04 May 2023 06:39:43 GMT

My internet has been down since 7pm last night. I ran a line test online and it informed me there was a fault and TalkTalk was looking into it. It is now 7.40am, over 12 hours later, and the internet is still down. I am due to start work at home at 8.30am and the TalkTalk helplines do not even open until 9am. Can someone please help get my internet up and running please. Thank you

Re: Internet outage

Debbie-TalkTalk — Thu, 04 May 2023 07:00:51 GMT

Hi mfinn234

I'm really sorry to hear this.

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

Thanks

Debbie

Re: Internet outage

mfinn234 — Thu, 04 May 2023 07:28:40 GMT

Hi. I Think Ive done that now

Re: Internet outage

Debbie-TalkTalk — Thu, 04 May 2023 07:35:40 GMT

Hi mfinn234

Thank you for updating your Community Profile.

I've completed a line test which hasn't detected any faults.

Are there any lights showing on the router?

Please can you try factory resetting the router (using the pin hole reset for ten seconds)

Re: Internet outage

mfinn234 — Thu, 04 May 2023 07:43:51 GMT

There is a flashing orange light on the router. I have tried the factory reset but it is still flashing.

Re: Internet outage

Debbie-TalkTalk — Thu, 04 May 2023 07:46:12 GMT

Hi mfinn234

Thanks for confirming this. Is the router also connected at the test socket?

We will need to send a replacement router for testing because the line test is clear. Would you like me to arrange this?

Re: Internet outage

mfinn234 — Thu, 04 May 2023 07:50:37 GMT

There doesnt seem to be a test socket so I don't think so, and yes please. I need this fixed asap though, thanks

Re: Internet outage

Debbie-TalkTalk — Thu, 04 May 2023 08:04:36 GMT

Hi mfinn234

Please can you post a photo of your master socket on this thread? I can then check for a test socket.

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

Thanks

Debbie

Re: Internet outage

mfinn234 — Thu, 04 May 2023 08:43:42 GMT

Re: Internet outage

Debbie-TalkTalk — Thu, 04 May 2023 08:52:51 GMT

Hi mfinn234

Thank you. I can see that the router is already connected at the test socket.

Please let us know once you have received and tested with the replacement router.