topic Re: CANNOT CONNECT AFTER HOME MOVE in Broadband

CANNOT CONNECT AFTER HOME MOVE

James_92 — Thu, 09 Jun 2022 07:16:08 GMT

I have moved homes and the go live date of today (09.06.2022). I woke up this morning and noticed the router is now showing a white light. However, when I try to connect any devices to the internet, I get a notification saying I need to sign in. When trying to do so, I get the error message "You do not have permission to view this directory or page". This is on the webpage connectionerror.testingbb.com/bbstatus.aspx

Could someone please help ASAP

*I HAVE ALREADY FACTORY RESET ROUTER - NOTHING CHANGED

** I HAVE FORGOT ROUTER AND RECONNECTED ON MY DEVICES - NOTHING CHANGED

Re: CANNOT CONNECT AFTER HOME MOVE

Chris-TalkTalk — Thu, 09 Jun 2022 08:06:26 GMT

Hi james_92,

I'm sorry to hear that you're experiencing problems with your service. Could you confirm that the telephone number in your community profile is your current TalkTalk landline telephone number

Chris

Re: CANNOT CONNECT AFTER HOME MOVE

martswain — Thu, 09 Jun 2022 08:23:39 GMT

@James_92

Have you have a confirmation by text or email that your service is now live ?

That message usually means that your connection has not authenticated on the network.

Although you may now be physically connected to the street equipment the connection may not fully go live until later in the day and at any time up until midnight.

Re: CANNOT CONNECT AFTER HOME MOVE

James_92 — Thu, 09 Jun 2022 08:33:34 GMT

Thanks for your reply. I haven’t had my email or text through yet. Should I be waiting for that. Noticed the white light on the router and activation date is today so thought it would be working

Re: CANNOT CONNECT AFTER HOME MOVE

James_92 — Thu, 09 Jun 2022 08:34:18 GMT

Not yet @martswain

@Chris-TalkTalk yes

Re: CANNOT CONNECT AFTER HOME MOVE

Chris-TalkTalk — Thu, 09 Jun 2022 08:58:13 GMT

OK thanks James. It looks as though the activation isn't complete yet, it should complete some time today

Chris

Re: CANNOT CONNECT AFTER HOME MOVE

James_92 — Thu, 09 Jun 2022 13:56:23 GMT

@Chris-TalkTalk can you check again please. Anyway you can speed this up. I need to work from home and was expecting internet to be up and running today as per date on my account

Re: CANNOT CONNECT AFTER HOME MOVE

Chris-TalkTalk — Thu, 09 Jun 2022 14:01:22 GMT

Hi James_92,

It can be anytime today, up until midnight, The order still appears to be in progress, there's no indication that it's been delayed. If your service doesn't go live today just let us know and we'll look into it further

Chris

Re: CANNOT CONNECT AFTER HOME MOVE

James_92 — Thu, 09 Jun 2022 16:09:33 GMT

@Chris-TalkTalk @Looks like there is a fault in my line when I run a line test. Could you confirm we are still on track to get internet tonight?

Re: CANNOT CONNECT AFTER HOME MOVE

James_92 — Thu, 09 Jun 2022 16:12:28 GMT

@Chris-TalkTalk it actually looks like it’s working now thank you

Re: CANNOT CONNECT AFTER HOME MOVE

Anonymous — Fri, 10 Jun 2022 06:17:54 GMT

Morning,

Thanks for confirming and I'm glad to hear that this is now working. I've sent you a Community Survey via PM.

Thanks

Re: CANNOT CONNECT AFTER HOME MOVE

Umutumay — Sat, 01 Feb 2025 09:02:23 GMT

I have been using it for 6 months and the internet suddenly went out and gave me this error. We contacted technical support but they did not care at all. There is still no solution. We were victimized, I was transferred to at least 20 people, never use it as a joke.

Re: CANNOT CONNECT AFTER HOME MOVE

martswain — Sat, 01 Feb 2025 09:43:51 GMT

@Umutumay this topic is two and a half years old.

Suggest you start your own if you need help.

Re: CANNOT CONNECT AFTER HOME MOVE

Gliwmaeden2 — Sat, 01 Feb 2025 09:49:33 GMT

Staff won't be on here before Monday, @Umutumay.

If you need support, please return to the message board and click on start a topic to begin your own thread.

It will then be in a queue for attention.

Re: CANNOT CONNECT AFTER HOME MOVE

Umutumay — Sat, 01 Feb 2025 10:06:04 GMT

Correspondence has been going on for 3 days. I have a problem report but no solution. everyone apologizes and passes it on to someone else. No one tells the problem. No one found a solution.

Re: CANNOT CONNECT AFTER HOME MOVE

Gliwmaeden2 — Sat, 01 Feb 2025 10:29:08 GMT

Correspondence has NOT been going on for 3 days on here though, @Umutumay.

You have posted on an old thread that's not going to be picked up by staff. They only respond to the original poster.

They will have no idea what you are talking about until you explain in your own topic and also complete your community forum profile.

They can't identify your account without you doing this. That means that until it's done they won't be able to help you.

Go via your avatar/name; settings and complete Personal Information. Scroll down to the SAVE CHANGES button.