topic Re: Service status - Southwest Scotland in Broadband

Service status - Southwest Scotland

Irene2906 — Tue, 05 Aug 2025 18:21:04 GMT

Our broadband isn't working since Monday morning (24hours plus without service). TT status seems to be ok on the status page but chat agents unclear on whether the lack of connection is due to domestic router issues or ongoing works affecting Southwest Scotland (DG6 4) area. Anyone know what the actual status of TT broadband service is local to that area?

Re: Service status - Southwest Scotland

fr8ys — Tue, 05 Aug 2025 19:43:47 GMT

Hi,
You are in the staff's 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: Service status - Southwest Scotland

ferguson — Tue, 05 Aug 2025 20:00:36 GMT

@Irene2906

Is it possible your service has been affected by the severe weather up there over the last couple of days?

Re: Service status - Southwest Scotland

ferguson — Tue, 05 Aug 2025 20:04:06 GMT

And there is in fact a notice on the Service Status Dashboard to that effect presently.

Re: Service status - Southwest Scotland

Philile-TT — Wed, 06 Aug 2025 07:03:18 GMT

@Irene2906 Are you still having issues with your services?

Re: Service status - Southwest Scotland

Irene2906 — Wed, 06 Aug 2025 07:58:09 GMT

There's still nothing connected this morning (Wednesday). Been offline since Monday morning 10am. Couldn't get a straight answer from the Chat staff whether there were ongoing works affecting our immediate area after doing all the router resetting etc., The router is a 12+ year old D-Link box provided by Virgin Media when we originally took out the contract - subsequently Talk Talk was given the contract and it's been working ever since. Been working fine for years. Seems a bit coincidental that it gives up the same weekend of severe weather though.

(Added customer number to Private notes field - only have TT Broadband, landline service is with another provider)

Re: Service status - Southwest Scotland

Philile-TT — Wed, 06 Aug 2025 07:57:17 GMT

Are you currently at home?

Re: Service status - Southwest Scotland

Irene2906 — Wed, 06 Aug 2025 08:00:17 GMT

Yes, reachable by that landline number in profile but not very techie minded - son usually handles this stuff but he is located in England while I'm in Scotland!!

Re: Service status - Southwest Scotland

Philile-TT — Wed, 06 Aug 2025 08:11:39 GMT

A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 6 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

Re: Service status - Southwest Scotland

Irene2906 — Wed, 06 Aug 2025 09:13:02 GMT

We are back online now - I think that the box reset suggested by the Chat agent last night means all the previous router settings (network ID, password etc.,) are gone so we are just connecting directly to the router box. Can only assume it's our box and not a neighbour's connection though.

We'll have to take up the next Talk Talk offer to get back into contract and get some new equipment the next time they get in touch.

Re: Service status - Southwest Scotland

Gliwmaeden2 — Wed, 06 Aug 2025 11:35:14 GMT

@Irene2906 the default settings should be stuck on the back of the phone.

You log in with these and can change them back to your own.

Re: Service status - Southwest Scotland

Philile-TT — Wed, 06 Aug 2025 15:50:43 GMT

@Irene2906 thank you for the confirmation.

Re: Service status - Southwest Scotland

Philile-TT — Wed, 06 Aug 2025 15:51:23 GMT

@Gliwmaeden2 thank you for the information provided.