topic Re: Day 5 of no internet or help in Broadband

Day 5 of no internet or help

airwick871 — Tue, 08 Oct 2024 21:08:15 GMT

Hi all,

I had an SMS recently about some downtime as some equipment was getting swapped out at the exchange. Ever since I've had no internet.

I've had a few line tests and the usual reset router, 20 mins, etc etc with agents, in fact I've done this 3 times and been told a case manager will contact but no contact from them... Im not sure whats next.

REP-14827331

Broadband settings are showing an with an up and down speed with sync but no internet

01warehouse username if that makes an difference

Older HG633 router

Thanks all

Eric

Re: Day 5 of no internet or help

KeithFrench — Tue, 08 Oct 2024 21:16:28 GMT

I have asked one of TalkTalk's support to pick your thread up and confirm what is happening 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.

Re: Day 5 of no internet or help

Chris-TalkTalk — Wed, 09 Oct 2024 06:39:17 GMT

Hi Eric,

Looks as though the router is authenticating, could you switch it off and leave it off for a couple of minutes, then switch back on and retest. Please let us know how you get on

Chris

Re: Day 5 of no internet or help

airwick871 — Wed, 09 Oct 2024 07:02:45 GMT

Hey Chris, thanks for helping

Just power cycled it, no luck, it looks like it's synced with up and down but no internet is working

Re: Day 5 of no internet or help

Chris-TalkTalk — Wed, 09 Oct 2024 08:00:50 GMT

OK, thanks for trying that. Could you try manually entering the broadband username and password into your router settings

Chris

Re: Day 5 of no internet or help

airwick871 — Wed, 09 Oct 2024 08:08:56 GMT

Defo worth a try, Where can I get my hands on these credentials?

Just to make sure I'm not going crazy and losing my marbles, can you "see" my router connected and it all looks fine, or can you see a failure in auth? Sorry my techy side is curious.

Oddly enough I worked for talktalk TV backend a number of years ago 😅

Re: Day 5 of no internet or help

Chris-TalkTalk — Wed, 09 Oct 2024 08:34:31 GMT

Yes, it's showing failure to authenticate. If you call 0345 1720 049 from your TalkTalk landline it will read back your username and password

Chris

Re: Day 5 of no internet or help

airwick871 — Wed, 09 Oct 2024 08:37:01 GMT

Cool, I will hunt down a phone and hopefully try that tonight, will keep you posted, thank you again

Re: Day 5 of no internet or help

Chris-TalkTalk — Wed, 09 Oct 2024 08:53:43 GMT

That's great, look forward to hearing how you get on 🙂

Chris

Re: Day 5 of no internet or help

airwick871 — Thu, 10 Oct 2024 15:21:25 GMT

Hi Chris,

I now have internet again thank you so so much!

Just an FYI, that phone number just said you don't use usernames/passwords just forwarded me to an agent - who of course knew nothing about the user password and then somehow the called was dropped when I asked for it again 👀

In the end thankfully, I found an article and my username was my phone number with no password required

But all back online, thanks all 🙏

Re: Day 5 of no internet or help

Chris-TalkTalk — Fri, 11 Oct 2024 06:40:40 GMT

Hi airwick871,

Glad to hear that you've got it sorted and thanks for the feedback 🙂

Chris