topic Re: New To Broadband and Talk Talk in Broadband

New To Broadband and Talk Talk

ellab — Sun, 29 Sep 2024 19:24:18 GMT

This is my second time of posting - not sure what happened to my first post, so I'll try again. If the first one does make an appearance, I'll be sure to delete this one.

I recently moved over from Shell Energy to TalkTalk. I only ever had the phone package with Shell. I've never had a Broadband Package, TalkTalk don't do phone only so they offered me a good deal to stay with them and take out Broadband.

The router arrived on Saturday and my daughter came today to install. After 3 hours, all we got was an orange flashing light - no connection.

I live in a 1960s type house that has never had broadband. The phone line is old and I think something was done to it in the 1980s/90s to allow me to use a modern type phone - phone line has been OK for all these years.

Today I spent around 95 minutes on a support call to try and resolve the flashing orange light - but no joy - and still no internet.

My question, does this need to be activated, in there a switch on at some exchange? Would this have been done when TalkTalk sent out the router to me? Am I missing some sort of activation?

A basic line test was done and this was OK - I just can't get the router to move off of the flashing orange light and make a connection.

I am asking in the forms in the hope that this could be something really basic. I have no idea. I will escalate to 2nd line support if I can't get any help, but just looking for some ideas.

Thanks for reading.

Re: New To Broadband and Talk Talk

ferguson — Sun, 29 Sep 2024 19:32:01 GMT

Sorry to read about these complications.

The support team here will be glad too look into this for you. Make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

Re: New To Broadband and Talk Talk

Chris-TalkTalk — Mon, 30 Sep 2024 06:29:00 GMT

Hi ellab,

Just to confirm, is it still not working today?

Chris

Re: New To Broadband and Talk Talk

ellab — Mon, 30 Sep 2024 06:52:09 GMT

I haven't had time to check - my daughter will be coming today to have a look. I was expecting a response to my email about activation etc. No one yet has responded.

Thank you

Re: New To Broadband and Talk Talk

Chris-TalkTalk — Mon, 30 Sep 2024 06:55:57 GMT

OK thanks (you don't need to activate anything)

Chris

Re: New To Broadband and Talk Talk

Gliwmaeden2 — Mon, 30 Sep 2024 08:18:06 GMT

@ellab, where did you send the email?

The notification emails that come from the forum are from a No Reply address, so nobody can read them.

Just follow up on this thread.

Re: New To Broadband and Talk Talk

ellab — Mon, 30 Sep 2024 08:20:22 GMT

Sorry I meant my message on here not an actual email - my apologies for the wrong terminology.

Re: New To Broadband and Talk Talk

Chris-TalkTalk — Mon, 30 Sep 2024 08:29:21 GMT

OK, no problem

Chris

Re: New To Broadband and Talk Talk

ellab — Mon, 30 Sep 2024 09:59:01 GMT

My daughter has just tried again and still just a flashing orange light. She was supposed to be here to help me and log on to the internet to work here but as she can't, I now need to move in with her.

What else can be done to sort this out?

I won't be at home to do any tests today.

Re: New To Broadband and Talk Talk

Chris-TalkTalk — Mon, 30 Sep 2024 10:21:36 GMT

OK thanks. Just to confirm, is your telephone service working OK, is there a dial tone?

Chris

Re: New To Broadband and Talk Talk

ellab — Mon, 30 Sep 2024 10:33:32 GMT

Yes phone service is working fine. I was able to make and receive calls today and yesterday - and have been for over 40 years.

Just to give a detailed description - the orange light flashes quickly on start up - then after a few minutes the flashing slows down and continues at a steady pace - yesterday it was running for well over 3 hours and nothing - today just over 45 minutes and again nothing.

My main phone line doesn't have a master test socket - so I am unable to attach anything there. That was another suggestion.

I've switched it off.

Re: New To Broadband and Talk Talk

Chris-TalkTalk — Mon, 30 Sep 2024 12:24:31 GMT

Thanks. How many telephone sockets do you have in your home? Could you take a look at the following help article and let me know which type of master socket you have - Your guide to main phone sockets - TalkTalk Help & Support

Do you currently have a telephone and the router connected to the master socket via a micro-filter?

Chris

Re: New To Broadband and Talk Talk

ellab — Mon, 30 Sep 2024 12:39:16 GMT

It's a Non NTE one as previously mentioned I told the adviser this on the support call yesterday. We opened the socket but there was no test socket inside. There is another socket upstairs and again no test socket on that one, again this in Non NTE

Up until this morning router was connected to the main socket via micro filter. I disconnected the phone upstairs as only one micro filter was included in the box. I have reported that too - as according to the instructions there should have been 2.

Hope this helps. If I'm being honest, this is turning into a complete nightmare and inconvenience. I'm within my cooling off period, I may be cancelling the whole lot!

Re: New To Broadband and Talk Talk

Chris-TalkTalk — Mon, 30 Sep 2024 13:56:06 GMT

OK, thanks for the information, I'm sorry for any inconvenience. Unfortunately the assistance that we can give to Shell migration customer is limited, there is a dedicated migration support team, please give the team a call on 0345 172 0088, they'll be able to help. It looks to me as though an engineer visit will need to be booked but they will have to do this.

Thanks
Chris

Re: New To Broadband and Talk Talk

ellab — Mon, 30 Sep 2024 14:01:18 GMT

Thanks but it was the Shell Migration Team I was on to yesterday for over 95 minutes and I got absolutely nowhere with them. Is there a complaints process I can follow? This is getting worse by the minute. I'm paying for a service I can't use. I've had to move out my home for care as my daughter can't connect to the internet at my home. What a shambles!

Re: New To Broadband and Talk Talk

Chris-TalkTalk — Mon, 30 Sep 2024 14:20:31 GMT

I'm really sorry about this but could you give them another try and if you would like us to raise a complaint on your behalf please let us know.

Chris

Re: New To Broadband and Talk Talk

ellab — Mon, 30 Sep 2024 14:25:45 GMT

I raised a complaint yesterday after almost 2 hours of chat, disconnections on the chat, passed from pillar to post. Hence the reason I thought I'd give the forum a try. Looks like no one is interested. Once you have our money, we are just forgotten about. I think I'll take my business elsewhere. This has been ever so frustrating.

Re: New To Broadband and Talk Talk

Chris-TalkTalk — Mon, 30 Sep 2024 14:36:21 GMT

I can only apologies, I know this must be frustrating, we would usually just book the engineer ourselves but we have to refer Shell migration customers to the migration team.

Chris

Re: New To Broadband and Talk Talk

ellab — Mon, 30 Sep 2024 14:47:08 GMT

Just tried your chat service again to be told there is no complaint raised and nothing in my notes. It's a good job I had the chat transcript saved. I now have no choice but to raise this with management. What an absolute nightmare this has been!

Re: New To Broadband and Talk Talk

ellab — Mon, 30 Sep 2024 15:14:16 GMT

This email has just been sent

No idea what it means and someone somewhere needs to be checking the grammar.

I think I've reached the end of the line!!!