topic Re: Joined TalkTalk - Internet not working in Broadband

Joined TalkTalk - Internet not working

sanjaymistry — Tue, 23 May 2023 06:28:56 GMT

Hello,

I have just joined TalkTalk and the Internet does not work with the amber light flashing all night since plugging in. Unhelpfully, there is no phone number for TalkTalk (I notice you have already billed me though).

Regards,

Sanjay

Re: Joined TalkTalk - Internet not working

Debbie-TalkTalk — Tue, 23 May 2023 06:37:53 GMT

Hi Sanjay

I'm 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: Joined TalkTalk - Internet not working

sanjaymistry — Tue, 23 May 2023 06:40:06 GMT

Fault reference number

REP-12928063

You say you're on day 7 of 10 of "stablisation" but didn't spot an error with providing no Internet on any of these days? There is seemingly no phone number for TalkTalk (most helpful thing you could possibly provide), so is the idea of your customer service to post something on here and wait it out until you reply? I wish I had stayed with Plusnet, they actually provide a phone number for their own customers!

Re: Joined TalkTalk - Internet not working

sanjaymistry — Tue, 23 May 2023 06:42:38 GMT

Hi Debbie.

Yes, this has been done. My mobile number is on there.

Thanks

Re: Joined TalkTalk - Internet not working

sanjaymistry — Tue, 23 May 2023 06:44:12 GMT

Hi Debbie,

Yes, this has been done.

Re: Joined TalkTalk - Internet not working

Debbie-TalkTalk — Tue, 23 May 2023 06:48:47 GMT

Hi Sanjay

Thank you for updating your Community Profile.

The line test is clear. Is the router at the test socket at the moment?

Could you factory reset the router for me using the pin hole reset for ten seconds?

Re: Joined TalkTalk - Internet not working

sanjaymistry — Tue, 23 May 2023 06:49:59 GMT

Hi Debbie,

The router is in the master socket, yes. I can reset it now......

Re: Joined TalkTalk - Internet not working

Debbie-TalkTalk — Tue, 23 May 2023 06:51:51 GMT

Hi Sanjay

Would it be possible to post a photo of your master socket on this thread?

Re: Joined TalkTalk - Internet not working

sanjaymistry — Tue, 23 May 2023 06:58:01 GMT

Hi Debbie,

Yes, I have reset the router and it's still flashing amber.

A photo of the master socket is attached. Master socket

Re: Joined TalkTalk - Internet not working

sanjaymistry — Tue, 23 May 2023 07:08:43 GMT

Hi Debbie,

A photo of the master socket is attached above. I find this very strange as the previous occupant of the house was also with TalkTalk, so I'm not sure why there would be an issue after 2-3 weeks of a changeover with the same line.

Re: Joined TalkTalk - Internet not working

Debbie-TalkTalk — Tue, 23 May 2023 07:09:22 GMT

Hi Sanjay

Thank you. Please can you remove the face plate by squeezing the small clips on either side of the socket.

Then can you connect the router and filter directly at the test socket (underneath the faceplate)

Re: Joined TalkTalk - Internet not working

sanjaymistry — Tue, 23 May 2023 07:11:20 GMT

Hi Debbie,

Yes, this has been done and there's no difference.

Re: Joined TalkTalk - Internet not working

sanjaymistry — Tue, 23 May 2023 07:13:19 GMT

Hi Debbie,

My apologies. Removing the faceplate and putting in the router has seemed to work. May I ask why that is so? And does the faceplate now have to be permanently removed?

Re: Joined TalkTalk - Internet not working

Debbie-TalkTalk — Tue, 23 May 2023 07:13:28 GMT

Do you have a phone connected? Is there a dialling tone?

Re: Joined TalkTalk - Internet not working

Debbie-TalkTalk — Tue, 23 May 2023 07:15:57 GMT

Hi Sanjay

It would be worth re connecting the face plate again and retesting to see if it works now?

Re: Joined TalkTalk - Internet not working

sanjaymistry — Tue, 23 May 2023 07:15:58 GMT

No, there is no phone connected at all. Plugging directly into the test socket after removing the faceplate seems to have worked. Does the faceplate now have to remain off permanently?

Re: Joined TalkTalk - Internet not working

Debbie-TalkTalk — Tue, 23 May 2023 07:18:00 GMT

I would suggest leaving the router at the test socket with a microfilter, I've just noticed on the face plate it says G.fast so this may be why it's not working with the face plate on.

Re: Joined TalkTalk - Internet not working

sanjaymistry — Tue, 23 May 2023 07:20:49 GMT

Hi Debbie,

Thank you. Why would the fact it says 'G.Fast' on the socket mean it's not working with the usual faceplate on?

Re: Joined TalkTalk - Internet not working

Debbie-TalkTalk — Tue, 23 May 2023 07:23:34 GMT

Hi Sanjay

A G.fast connection is slightly different as this would also use a Openreach modem as well as a router.

Re: Joined TalkTalk - Internet not working

sanjaymistry — Tue, 23 May 2023 07:25:35 GMT

Hi Debbie,

Okay, thank you for letting me know. Perhaps a little bit unrelatedly, do you have an idea about when full (FTTP) fibre will be coming to this area?

Regards,