topic Re: No internet in Broadband

No internet

Naomi14 — Thu, 09 May 2024 10:46:50 GMT

I have no internet connection since Tuesday, the router is not showing any lights for broadband or internet connection although all other lights are on. I have tried turning the router on and off a lot but this isn't working. I haven't been able to get anywhere with the automatic help pages. Is there anything else to do. Thank you.

Re: No internet

Chris-TalkTalk — Thu, 09 May 2024 10:56:20 GMT

Hi Naomi14,

I'm sorry to hear that you are experiencing problems with your service. 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

Chris

Re: No internet

Naomi14 — Thu, 09 May 2024 12:00:19 GMT

Hi Chris,

I have updated my profile. Thanks.

Re: No internet

Chris-TalkTalk — Thu, 09 May 2024 13:13:52 GMT

Thanks but could you also add either your TalkTalk home telephone number or account number to your Community Profile

Thanks

Chris

Re: No internet

Naomi14 — Thu, 09 May 2024 15:06:19 GMT

Hi Chris,

That is done.

Re: No internet

Chris-TalkTalk — Fri, 10 May 2024 05:28:06 GMT

Hi Naomi,

Thanks for that. Line test is passing but showing that the router is out of sync. Is your router currently connected to the test socket? - Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: No internet

Naomi14 — Fri, 10 May 2024 12:02:04 GMT

Hi Chris,

Yes it's connected.

Re: No internet

Anonymous — Fri, 10 May 2024 12:15:17 GMT

Hello,

Thanks for confirming. The line test is currently detecting a potential voice fault. Just to confirm, is your voice service also affected? Do you have a dial tone please?

Thanks

Michelle

Re: No internet

Naomi14 — Fri, 10 May 2024 12:43:38 GMT

Hi Michelle

I don't use the voice service as I don't have a landline so I'm not sure about that.

Re: No internet

Debbie-TalkTalk — Fri, 10 May 2024 12:57:09 GMT

Hi Naomi14

Thanks for your reply.

I've escalated the broadband fault straight over to Openreach to be investigated by a line engineer.

I will continue to monitor for additional updates and I will post back on this thread.

Debbie

Re: No internet

Debbie-TalkTalk — Mon, 13 May 2024 13:02:41 GMT

Hi Naomi14

This fault is still with the Openreach line engineers, there are no additional updates at the moment.

I will continue to monitor this.

Thanks

Re: No internet

Naomi14 — Mon, 13 May 2024 17:16:25 GMT

Thanks Debbie

Re: No internet

Debbie-TalkTalk — Tue, 14 May 2024 06:09:31 GMT

Morning @Naomi14

The fault has been assigned to a line engineer this morning.

We should hopefully have further updates later this afternoon.

Thanks

Debbie

Re: No internet

Debbie-TalkTalk — Tue, 14 May 2024 13:15:17 GMT

Hi Naomi14

Have Openreach made contact with you today? There are no notes from Openreach as yet.

Re: No internet

Naomi14 — Tue, 14 May 2024 13:28:34 GMT

Hi Debbie

Yes the engineer has visited and it looks like I'm back online now.

Great service. Thank you so much.

Re: No internet

Debbie-TalkTalk — Tue, 14 May 2024 13:32:12 GMT

Hi @Naomi14

I'm so glad to hear this 🙂

Thanks for letting me know.

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

Thanks again.

Debbie