topic Re: No broadband access since I moved to a different address in Broadband

No broadband access since I moved to a different address

mmserrano93y — Tue, 08 Apr 2025 15:38:03 GMT

Hello.

Since I moved to a new address I can't access the internet, I did all the process about moving to a different address over the phone on the 25th of march.

The engineer came in yesterday to this new address and installed the Openreach white box. He told me that's everything is working fine in their end, and that I should contact you.

I've tried already contacting customer service , they told me that the broadband has been ceased, but they can't help me find a solution

Re: No broadband access since I moved to a different address

fr8ys — Tue, 08 Apr 2025 16:50:52 GMT

Hi,
I'm not sure staff here can help in this regard but you are in their queue for a response.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and the support staff can view.
Please post back when done.
Thank you

Re: No broadband access since I moved to a different address

mmserrano93y — Tue, 08 Apr 2025 17:13:45 GMT

Hi, I updated my profile with my account number, since I don't have a landline number

Re: No broadband access since I moved to a different address

Chris-TalkTalk — Wed, 09 Apr 2025 08:38:33 GMT

Hi mmserrano93y,

Can you add your new address to the private notes section of your community profile and we'll take a look at this for you

Chris

Re: No broadband access since I moved to a different address

mmserrano93y — Wed, 09 Apr 2025 08:43:01 GMT

Hello.

I just updated my profile with the new address and the previous one aswell just in case you need it.

Thank you

Re: No broadband access since I moved to a different address

Chris-TalkTalk — Wed, 09 Apr 2025 12:48:33 GMT

Thanks. Could you tell me which lights are on, on the ONT

Chris

Re: No broadband access since I moved to a different address

mmserrano93y — Wed, 09 Apr 2025 12:54:45 GMT

Basically all of them are green except the one that says "LOS"

Re: No broadband access since I moved to a different address

Chris-TalkTalk — Wed, 09 Apr 2025 12:58:28 GMT

Thanks, which router do you have?

Chris

Re: No broadband access since I moved to a different address

mmserrano93y — Wed, 09 Apr 2025 12:59:14 GMT

Eero 6

Re: No broadband access since I moved to a different address

Chris-TalkTalk — Wed, 09 Apr 2025 13:30:22 GMT

If you connect a device directly to the ONT with an ethernet cable (bypassing the eero) are you able to connect to the internet?

Chris

Re: No broadband access since I moved to a different address

mmserrano93y — Wed, 09 Apr 2025 13:32:10 GMT

I tried doing that yesterday and I still didn't have internet access

Re: No broadband access since I moved to a different address

Chris-TalkTalk — Wed, 09 Apr 2025 14:14:55 GMT

OK thanks. I'll pass this over to our Future Fibre team and ask them to take a look. I'll let you know when I receive an update or they may contact you directly

Chris

Re: No broadband access since I moved to a different address

mmserrano93y — Wed, 09 Apr 2025 14:16:34 GMT

Alright thank you!

I'll be waiting for them

Re: No broadband access since I moved to a different address

Chris-TalkTalk — Wed, 09 Apr 2025 14:21:28 GMT

OK, thanks

Re: No broadband access since I moved to a different address

mmserrano93y — Fri, 11 Apr 2025 08:23:14 GMT

I received this message from Openreach. However, the Openreach box is working fine. But we have no signal from Talk talk. Does this mean that TalkTalk will be reactivating the broadband on this date? Does this mean I still have to wait another 2 weeks to have internet access?Please confirm.

Re: No broadband access since I moved to a different address

mmserrano93y — Fri, 11 Apr 2025 11:42:56 GMT

I just checked I got internet now.

So it's all sorted out now

Re: No broadband access since I moved to a different address

Chris-TalkTalk — Fri, 11 Apr 2025 11:47:04 GMT

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