topic Re: What is going on in Broadband

What is going on

caalms — Tue, 13 Feb 2024 18:14:49 GMT

My internet has been off since the morning of 12/2 and there are no reported problems anywhere I look other than some issues in Scotland which are hundreds of miles from me. I rely on the internet for work and I need this fixing asap.

I have created a 'ticket' and have had absolutely no updates at all, I've followed all the instructions on troubleshooting and when I get to the end of troubleshooting I get the 'start live chat' button which has NEVER worked for me the entire time I have been a customer. I've tried different browsers, different networks and still the button might as well be cosmetic.

Re: What is going on

KeithFrench — Tue, 13 Feb 2024 21:56:36 GMT

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: What is going on

Anonymous — Wed, 14 Feb 2024 06:50:07 GMT

Hello,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

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

Michelle

Re: What is going on

caalms — Wed, 14 Feb 2024 11:43:46 GMT

Thank you both, I have updated my information on my profile, I've been in touch with the tech department this morning and I am expecting a call later this evening.

Re: What is going on

Anonymous — Wed, 14 Feb 2024 11:56:33 GMT

Morning,

Thank you. I've run a test on the line now which has detected a loop fault towards the property. Does your main socket have a test socket please?

Thanks

Michelle

Re: What is going on

caalms — Wed, 14 Feb 2024 17:46:02 GMT

Hi Michelle, Thanks for checking. The socket does indeed have a test socket, I've given it a try and rebooted the router but I'm still getting the same blinking amber light.

Re: What is going on

Karl-TalkTalk — Thu, 15 Feb 2024 06:35:50 GMT

I've a router on it's way to you so that hardware can be ruled out. If this also fails at the test socket then the next option will be an engineer.

Thanks

Karl.

Re: What is going on

caalms — Thu, 15 Feb 2024 15:27:51 GMT

Hi Karl,

Thanks for getting one sent out. It seems the issue may indeed be hardware related.

I have had an engineer over today who has just left, he's tested the line and replaced the socket and doesn't seem to have any issue getting connection, the router did however die (lights stop flashing) multiple times while testing the line. His reccomendation was to get a new router ordered but I've let him know one has already been sent thanks to your post. Is there any tracking/ETA on when this might arrive?

Thanks.

Re: What is going on

Debbie-TalkTalk — Fri, 16 Feb 2024 06:19:55 GMT

Hi caalms

Thanks for your reply.

You should receive the new router within the next 24-48hrs.

Please let us know how you get on.

Debbie

Re: What is going on

caalms — Sat, 17 Feb 2024 15:50:35 GMT

Hi Debbie, Router received and set up, appears to have fixed the problem now. Thank you all for your help.

Re: What is going on

Debbie-TalkTalk — Mon, 19 Feb 2024 06:37:53 GMT

Hi caalms

That's great news, I'm so glad to hear this 🙂

I have sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie