topic Re: No internet despite all line checks ok and DSL up. New replacement router same issues. in Broadband

No internet despite all line checks ok and DSL up. New replacement router same issues.

SMH-Treasurer — Sat, 19 Aug 2023 09:45:41 GMT

I have had no internet for at least a week. I went through all the checks via Live Chat, which resulted in them issuing a new router. This has made no difference.

All devices are connected to the router ok. Logged into the router admin pages, and you can see that all is working except connection to the internet. DSL line is up, but internet status is "Not Connected" and the status screen shows "disconnected".

After 2 hours + with the Live Chat support, they cannot help because the line checks report connection is ok.

Other forum posts have similar situations and have been resolved by back office team or OpenReach engineer fixing connection in the cabinet.

Please help.

To be clear, we've done all the local equipment checks, restarts, factory reset, changes cables, used master socket test etc etc.

Re: No internet despite all line checks ok and DSL up. New replacement router same issues.

Gliwmaeden2 — Sat, 19 Aug 2023 10:40:50 GMT

The forum is not staffed at weekends, @SMH-Treasurer, so I'm afraid that you won't hear back before Monday.

Re: No internet despite all line checks ok and DSL up. New replacement router same issues.

Anonymous — Mon, 21 Aug 2023 06:31:41 GMT

Morning,

I'm sorry to hear this. I've run a test on the line now which hasn't detected a fault and the connection stats look ok. Have you been able to connect since your last post?

Thanks

Re: No internet despite all line checks ok and DSL up. New replacement router same issues.

SMH-Treasurer — Mon, 21 Aug 2023 06:48:48 GMT

No, the fault still persists.

We do not use the line for a phone, but I have plugged in a handset yesterday and there is no dialtone, so it does look like some sort of line fault.

Re: No internet despite all line checks ok and DSL up. New replacement router same issues.

Anonymous — Mon, 21 Aug 2023 06:53:02 GMT

Hello,

Just to confirm, there is no dial tone with the phone connected to the test socket and with all other equipment removed from the line? Can I just confirm, is the telephone number in your Community Profile correct? Please do not post any personal information on the Community.

Thanks

Re: No internet despite all line checks ok and DSL up. New replacement router same issues.

SMH-Treasurer — Mon, 21 Aug 2023 06:58:25 GMT

Yes, correct.

There are two mobile numbers provided - mine and an alternative contact in the phone section for Mark as he is able to cover for me while I'm at work and not available at the property.

Re: No internet despite all line checks ok and DSL up. New replacement router same issues.

Karl-TalkTalk — Mon, 21 Aug 2023 07:15:04 GMT

I've logged this out to BT Openreach for a Non Appointed engineer - Non appointed means the engineer will be dispatched to look at the line without requiring an appointment be made with you to visit your property.

Thanks

Karl.

Re: No internet despite all line checks ok and DSL up. New replacement router same issues.

SMH-Treasurer — Sat, 23 Sep 2023 14:22:04 GMT

The engineer failed to turn up for the scheduled visit to the premises. (Unattended engineer work failed to resolve the issue.) An engineer was booked to visit but never turned up and failed to call the number provided as the contact for the appointment (main account holder was out of the country but despite very clearly providing a number of someone who could provide access, the engineer didn't call or visit.)

Need to arrange another engineer visit. The lack of progress with this fault is extremely disappointing. It's been well over a month without any internet access now, and there seems to be no follow-up and no urgency shown to resolve.

Re: No internet despite all line checks ok and DSL up. New replacement router same issues.

Gliwmaeden2 — Sat, 23 Sep 2023 14:30:02 GMT

If there's no evidence of even an attempt to notify you or the contact about the cancellation of the appointment, @SMH-Treasurer, you should be due compensation. See details if you pop "automatic compensation" into the forum search engine.

Staff are not on here at weekends, so cannot follow up before Monday. Chat or phoning today would be quicker.

Re: No internet despite all line checks ok and DSL up. New replacement router same issues.

Andy31 — Sun, 24 Sep 2023 07:48:07 GMT

We had this problem, and it happened just as Openreach (or contractor) was installing fibre cables on the telegraph poles. Turned out the installers had wrenched off the telephone cable at the top of the pole. Was fixed a couple of days later. good luck, it's frustrating trying to deal with these people.

Re: No internet despite all line checks ok and DSL up. New replacement router same issues.

Chris-TalkTalk — Mon, 25 Sep 2023 08:09:32 GMT

Hi SMH-Treasurer,

Could you add your TalkTalk landline telephone number or account number to your community profile we'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

Re: No internet despite all line checks ok and DSL up. New replacement router same issues.

SMH-Treasurer — Mon, 25 Sep 2023 21:26:28 GMT

Account number added in the location field of my profile.

Hopefully that is OK as there is no obvious field to use.

Re: No internet despite all line checks ok and DSL up. New replacement router same issues.

Chris-TalkTalk — Tue, 26 Sep 2023 06:12:56 GMT

Thanks. Line test is passing and showing that the router is connected to the internet. Are you experiencing any problems with your landline telephone, is there a dial tone? Any noise on the line?

Chris

Re: No internet despite all line checks ok and DSL up. New replacement router same issues.

SMH-Treasurer — Tue, 26 Sep 2023 10:29:50 GMT

Unchanged from as per previous post on this thread (mag 4&5)

We do not use the line for a phone, but when we plugged in a handset and there is no dialtone, so it does look like some sort of line fault.

We just need to rearrange the engineer visit to site, as that was the stage we got to before but the engineer didn't arrive.

Can you do that...?

Using the contact mobile phone number in the profile to arrange a date/time?

Re: No internet despite all line checks ok and DSL up. New replacement router same issues.

Chris-TalkTalk — Tue, 26 Sep 2023 10:39:02 GMT

Line test is picking up a potential voice fault. If you'd like us to arrange the engineer visit can you confirm:

That you accept potential Engineers charges
Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

I've also sent you a PM to confirm some other details

Thanks

Re: No internet despite all line checks ok and DSL up. New replacement router same issues.

SMH-Treasurer — Tue, 26 Sep 2023 18:51:23 GMT

Verification completed.

I confirm acceptance of engineer costs if it turns out to be our equipment etc.

Availability for appointment...

Prefer PM, Tues-Fri (not Mon). Otherwise most days ok up to 10th Oct.

Re: No internet despite all line checks ok and DSL up. New replacement router same issues.

Chris-TalkTalk — Wed, 27 Sep 2023 06:30:55 GMT

Thanks, I'll book the engineer now and get back to you with the details

Chris

Re: No internet despite all line checks ok and DSL up. New replacement router same issues.

Chris-TalkTalk — Wed, 27 Sep 2023 06:47:16 GMT

I've booked the first appointment available - September 29 2023, PM - please let us know how you get on

Chris

Re: No internet despite all line checks ok and DSL up. New replacement router same issues.

SMH-Treasurer — Fri, 29 Sep 2023 14:23:03 GMT

This fault is now resolved.

It was a fault in the street. The engineer thinks it may have been caused by someone working on it. The inconsistent test results (apparently working, but no working service) were because there was a short, so a partial connection.

Please can you advise how I claim for an account credit for 6+ weeks without the services?

Re: No internet despite all line checks ok and DSL up. New replacement router same issues.

Gliwmaeden2 — Fri, 29 Sep 2023 17:24:47 GMT

See my previous reply re automatic compensation, @SMH-Treasurer.