topic Re: Internet not working in Broadband

Internet not working

muzza1411 — Thu, 26 Sep 2024 20:10:15 GMT

Can somebody please help.

My mum's Internet hasn't been working for weeks. Whenever I call talktalk all they ask me to do is reset the router, then send me another one and blame the router saying it's faulty.

Yesterday on live chat somebody said its because the router is not connected to the talktalk network. At this point, after 2 hours on live chat, the conversation was abruptly ended so it's still unresolved.

Before I contact them yet again, can somebody please tell me how to go about connecting it to the network? My mum was a former shell customer. An engineer has to come out twice in the last couple of months and finally got her connected. But now the connection has failed.

Your help is much appreciated.

Thanks

Re: Internet not working

ferguson — Thu, 26 Sep 2024 20:20:48 GMT

Sorry to see this. Unfortunately, the support team here are limited in what they can do at present for former Shell customers. There is supposed to be a dedicated Shell migration support team available via customer services, so do try specifying it is them you need to speak to when contacting them again.

Re: Internet not working

muzza1411 — Thu, 26 Sep 2024 20:23:40 GMT

I've spoken to the dedicated migration team on multiple occasions. It's them that keep blaming the router, and send another one out. Yesterday I requested that an engineer be sent out but they now believe it's because the router isn't connected to the network. I don't know how to go about this and am losing the will to live having spent hours on the phone and live chat over the past few weeks

Re: Internet not working

muzza1411 — Thu, 26 Sep 2024 20:25:41 GMT

Does anyone know what they mean by connecting it to the network? And how I go about this? I really can't face spending more time on live chat

Re: Internet not working

ferguson — Thu, 26 Sep 2024 20:41:28 GMT

Well, "connecting to the network" from a user point of view should simply mean that you plug in your router to the DSL port on the Openreach socket, or via a microfilter if necessary. If remote tests show otherwise, there is not a lot you can do. The support team here will pick this up tomorrow and advise further.

Re: Internet not working

Anonymous — Thu, 26 Sep 2024 20:43:21 GMT

Connecting the router to the network simply means connecting the broadband cable from the router to the phone socket via a microfilter.

What router has been supplied?

What is the status of the lights on the router?

Re: Internet not working

muzza1411 — Thu, 26 Sep 2024 20:51:57 GMT

The router flashes orange then white. I've tried 4 routers now. An openreach engineer has been out twice to fix the issue and fitted new ports. It was working perfectly then all of a sudden the connection dropped. I've reset the router countless times but nothing happens

Re: Internet not working

muzza1411 — Thu, 26 Sep 2024 20:53:59 GMT

FYI it's a sagecomm router

Re: Internet not working

ferguson — Thu, 26 Sep 2024 21:13:22 GMT

OK, let's wait and see if the support team here can help at all.

Re: Internet not working

Anonymous — Thu, 26 Sep 2024 21:53:36 GMT

Presumably that's the Sagemcom 5364. If it is flashing orange and white, then the DSL is in sync, but it has not established an internet connection. A solid white indicates it is in sync and connected to the internet.

Whatever the engineer did to 'fix it', was that at the house, not at the exchange?

Re: Internet not working

ferguson — Thu, 26 Sep 2024 22:00:49 GMT

@Anonymous

We are dealing with a former Shell customer here, so maybe not the same as a TalkTalk model. Let's leave it to the support team now.

Re: Internet not working

Anonymous — Thu, 26 Sep 2024 22:17:23 GMT

Yes, I know. I was one too.

Shell broadband was provided via TalkTalk equipment at the exchange. Instead of using the supplied router, a Zyxel AMG1302, I used a TalkTalk Huawei HG533 that I had from when I was previously a TalkTalk customer. That way I could see settings that the Zyxel AMG1302 did not show, such as the SNR.

Re: Internet not working

ferguson — Thu, 26 Sep 2024 22:21:23 GMT

In which case you will know that Shell did not supply the Sagemcom 5364. Can I ask again that we leave it for the support team to respond, please?

Re: Internet not working

Anonymous — Thu, 26 Sep 2024 22:39:23 GMT

I am responding to your comments to me, and not directly in response to the OP's query.

Shell Broadband did not supply a Sagemcom router. The replacement router has been supplied by TalkTalk, and if it's a Sagecom router, then it is a 5364. I am now using a TalkTalk supplied Sagemcom 5364.

Re: Internet not working

ferguson — Thu, 26 Sep 2024 22:45:46 GMT

Again, you are wrong. Shell did supply Sagemecom routers, just different ones. So we are in the realm of speculation. Maybe, maybe not? Either way, this is not helping the OP. For the third time, please leave this to the support team.

Re: Internet not working

Chris-TalkTalk — Fri, 27 Sep 2024 06:35:23 GMT

Hi muzza1411,

As ferguson has said, the support we can give Shell migration customer is limited, we generally refer them to the migration team but I've taken a look at the connection, the router is in sync but not authenticating which may be a username or password issue. I've noticed that the characters in the username on our system are all lower case but the username on your router appears to have some upper case characters. I don't know if this would stop it authenticating but it's worth checking

Chris

Re: Internet not working

muzza1411 — Fri, 27 Sep 2024 08:23:00 GMT

The username I have is admin all lower case?

Re: Internet not working

Chris-TalkTalk — Fri, 27 Sep 2024 08:38:41 GMT

Its the broadband username, the username used to connect to the internet (admin is the username used to access the router UI)

Chris

Re: Internet not working

Anonymous — Fri, 27 Sep 2024 08:43:04 GMT

What was I previously wrong about?

I was right about the router being in sync but not connecting to the internet. Chris has just confirmed that.

There is no point being part of this 'community' with you telling people what they can and cannot do, when they are breaking any community rules. Bye.

Re: Internet not working

ClaudinoMendonca — Mon, 25 Nov 2024 16:34:48 GMT

Can I want help please