topic Re: !No internet for 4 days so far - new router required and can’t get hold of TalkTalk in Broadband

!No internet for 4 days so far - new router required and can’t get hold of TalkTalk

Dthomas — Mon, 16 Dec 2024 21:13:35 GMT

Hi,

We have had intermittent issues with our WiFi for the last few months and now the WiFi doesn’t work at all (4 days and counting).

To make things worse, we can’t get hold of anyone at TalkTalk.

It seems there is a known problem with the routers. Can Talktalk please urgently send us a new router before Christmas!

Thanks in advance.

Re: !No internet for 4 days so far - new router required and can’t get hold of TalkTalk

fr8ys — Mon, 16 Dec 2024 21:18:16 GMT

A new router will not help if there is a fault.

It's been raised as an incident and us actively being work on for a solution.

It's on the incident dashboard which you can find here

https://community.talktalk.co.uk/t5/Service-Status-Dashboard/bd-p/service

Updates will be posted there.

Re: !No internet for 4 days so far - new router required and can’t get hold of TalkTalk

Karl-TalkTalk — Tue, 17 Dec 2024 08:46:49 GMT

You can also try using google DNS - 8.8.8.8 & 8.8.4.4 to see if this helps improve stability :

https://community.talktalk.co.uk/t5/Articles/Using-3rd-Party-DNS/ta-p/2205279

Thanks

Karl.

Re: !No internet for 4 days so far - new router required and can’t get hold of TalkTalk

Dthomas — Wed, 18 Dec 2024 22:59:15 GMT

I don’t think I have the same issue they mention, where the light is white but with no connection, my router only flashes orange.

I can’t get hold of anyone at Talktalk by phone and on the chat they aren’t any help at all and don’t reply, so getting very frustrated with the complete lack of customer service.

Re: !No internet for 4 days so far - new router required and can’t get hold of TalkTalk

ferguson — Wed, 18 Dec 2024 23:13:01 GMT

If you would like the support team to look into this further for you make sure that your personal details including TalkTalk phone number 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 again.

Re: !No internet for 4 days so far - new router required and can’t get hold of TalkTalk

Anonymous — Thu, 19 Dec 2024 07:09:30 GMT

Morning,

Can you please update your community profile to include your:

Name
Telephone number or Account 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

Michelle

Re: !No internet for 4 days so far - new router required and can’t get hold of TalkTalk

Dthomas — Thu, 19 Dec 2024 09:04:33 GMT

Hi Michelle,

I have updated my details on my page.

If someone could please look into this asap it would be greatly appreciated!

thanks,

Drew

Re: !No internet for 4 days so far - new router required and can’t get hold of TalkTalk

Dthomas — Thu, 19 Dec 2024 10:17:50 GMT

Could someone from TalkTalk please call me to discuss? I can’t get through to anyone on the phone and I need to get this resolved.

thanks,

Drew

Re: !No internet for 4 days so far - new router required and can’t get hold of TalkTalk

fr8ys — Thu, 19 Dec 2024 10:22:27 GMT

Staff here do not contact customers by phone. It is purely a forum based help function.

Re: !No internet for 4 days so far - new router required and can’t get hold of TalkTalk

Debbie-TalkTalk — Thu, 19 Dec 2024 10:44:03 GMT

Hi @Dthomas

Thank you. I've run a test on the line and this is clear so I have ordered a replacement router.

Please allow 24-48hrs for this to arrive.

Debbie

Re: !No internet for 4 days so far - new router required and can’t get hold of TalkTalk

Dthomas — Thu, 19 Dec 2024 13:14:50 GMT

Thank you, Debbie!

Re: !No internet for 4 days so far - new router required and can’t get hold of TalkTalk

Debbie-TalkTalk — Fri, 20 Dec 2024 07:03:47 GMT

Hi @Dthomas

No problem 🙂

Please let us know how you get on.

Thanks

Debbie

Re: !No internet for 4 days so far - new router required and can’t get hold of TalkTalk

Dthomas — Mon, 23 Dec 2024 09:54:04 GMT

New router has fixed the issue, thanks!

Re: !No internet for 4 days so far - new router required and can’t get hold of TalkTalk

Debbie-TalkTalk — Mon, 23 Dec 2024 09:55:19 GMT

Hi @Dthomas

That's great news, thanks for letting us know 🙂

Debbie