topic Re: Internet down in Broadband

Internet down

Dalecooper1 — Tue, 03 Sep 2024 06:32:56 GMT

My internet first went down last week on Thursday. It came back up on the Friday morning. I hoped it was a temporary outage. That Thursday evening I spent two hours fruitlessly talking to an agent. My internet went down again this Monday morning and I spent an hour talking to an agent who said I’d be called. I contacted the team again on the chat at 4pm and was talking for two hours running through tests. I really am tired of speaking to these agents as I’m not getting anywhere. I need to get an engineer to come look at the fault or speak to someone. Does anyone have any guidance on the next step to getting this issue resolved?

Re: Internet down

Chris-TalkTalk — Tue, 03 Sep 2024 06:40:25 GMT

Hi Dale,

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: Internet down

Dalecooper1 — Tue, 03 Sep 2024 07:56:58 GMT

My information should be updated now!

Re: Internet down

Chris-TalkTalk — Tue, 03 Sep 2024 08:50:27 GMT

OK thanks. Is your router currently connected to your test socket? - Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: Internet down

Dalecooper1 — Tue, 03 Sep 2024 09:01:03 GMT

Yes it is. I've had tests run a lot. Ran 2 hours of tests yesterday. Is it possible to please send an engineer to take a look?

Re: Internet down

Chris-TalkTalk — Tue, 03 Sep 2024 09:24:30 GMT

OK thanks. Is your telephone service working OK, is there a dial tone?

Chris

Re: Internet down

Dalecooper1 — Tue, 03 Sep 2024 11:47:17 GMT

My phone line isn't actually in use?

Re: Internet down

Anonymous — Tue, 03 Sep 2024 12:17:48 GMT

Hello,

As the line test is not detecting any potential faults then we also just need to confirm that you have tested with an alternative router before we can arrange the engineer visit. Do you have an alternative router? If not then we can send a replacement router for testing purposes.

Thanks

Michelle

Re: Internet down

Dalecooper1 — Tue, 03 Sep 2024 12:52:49 GMT

Dear Michelle,

I don't have an alternative router no. Can one please be sent as soon as possible?

cheers

Sarah

Re: Internet down

Debbie-TalkTalk — Tue, 03 Sep 2024 13:02:17 GMT

Hi Sarah

I've ordered you a replacement router, please allow 24-48hrs for this to arrive.

Please let us know how the connection compares with this router.

Thanks

Debbie

Re: Internet down

Dalecooper1 — Tue, 03 Sep 2024 13:06:21 GMT

Thanks. Next step is to try this router, then report back?

Re: Internet down

Dalecooper1 — Tue, 03 Sep 2024 13:15:03 GMT

dear Debbie if that doesn't work do I then need to get back in touch/reach an engineer?

Re: Internet down

Debbie-TalkTalk — Tue, 03 Sep 2024 13:15:27 GMT

Hi Sarah

Yes, please let us know how the connection is with the replacement router connected.

Re: Internet down

Debbie-TalkTalk — Tue, 03 Sep 2024 13:24:11 GMT

Hi Sarah

If you experience the same fault with the replacement router then please let us know here and we can arrange an engineer visit.

Thanks

Re: Internet down

Dalecooper1 — Wed, 04 Sep 2024 10:31:30 GMT

Dear Debbie,

I’ve got a neighbour also having issues with their wifi connection . This might mean there’s an issue with the internet box outside the house?

Re: Internet down

Chris-TalkTalk — Wed, 04 Sep 2024 10:35:17 GMT

Is your neighbour's internet connection down too? Did the issue start at the same time that yours did?

Chris

Re: Internet down

Dalecooper1 — Wed, 04 Sep 2024 10:37:37 GMT

Yeah their internet is also down. I don’t actually know specifically when it happened it might’ve been a day or so after mine went down? We both asked to borrow our neighbours wifi on Tuesday and he mentioned it

Re: Internet down

Chris-TalkTalk — Wed, 04 Sep 2024 11:09:43 GMT

OK. I'd see how it goes with the new router and if still not working we can arrange an engineer visit

Chris

Re: Internet down

Dalecooper1 — Wed, 04 Sep 2024 11:10:51 GMT

Is it worth trying to find out if the outages happened at the same time?

Re: Internet down

Chris-TalkTalk — Wed, 04 Sep 2024 11:20:53 GMT

Are both neighbours with TalkTalk?

Chris