topic Re: Connection lost during the night in Fibre

Connection lost during the night

ceedy — Sat, 18 Feb 2023 14:41:54 GMT

Internet failed this morning, did all the expected tests, powered off the Sagen Router for a while , & factory reset, nothing, All we get is orange flashing lights for a while then no lights at all .

I swapped to an old TP link router and all back online, straight away..

Got into online chat with a talk talk agent.

I explained everything i had done, and was then the asked all the same again.

Towards the end of this chat the agent even suggested I connect the old ( faulty) router so he could do diagnostics . not very logical.
But did that and obviously lost the connection , so called up using the land line phone ( on the same line as the router ) and got Indian call center, asked loads of the same scripted questions, even after they reading all the chat.
Tested the line with no issue ( WOW) .. wanted to send an engineer out ?

I told then not to waste time and money just send a working router ?
Passed on again and now waiting on a call from some other TT section about this .

Over 5 hours now and no call ..

On this page using the old TP link Router and no issues.

This router is a couple of years old ? maybe I lose track of time, and it replaced a previous faulty TT router. that was sent pretty quickly no faffing about like today.

Can Anyone help ..

Cheers

Chris

Re: Connection lost during the night

KeithFrench — Sat, 18 Feb 2023 14:54:42 GMT

I have asked one of TalkTalk's support to pick your thread up and replace the router for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: Connection lost during the night

Debbie-TalkTalk — Mon, 20 Feb 2023 07:53:04 GMT

Hi Chris

Apologies for the delay.

I've checked and it appears that a new router has already been ordered.

You should receive this within the next 48hrs. Please let us know how you get on.

Thanks

Debbie

Re: Connection lost during the night

ceedy — Tue, 21 Feb 2023 09:59:50 GMT

Yes, I actually got a call from the oversea Service Dept, about my "Complaint", Which I actually didn't make? 😁

But went through all the hoops again , and was promised this new router. I was going to reply to all this once this router had been delivered and installed OK .

So hopefully this will all be resolved in a day or two, Only want to re setup my add on Mesh system once as its a bit of a pig to get going Have to have this as even this new style TT router is incapable of reaching all the home , because I suspect of the 2 Foot thick stone walls ( house 350 years old and not designed for WiFi ) .

Thanks for the replies.

Chris

PS . This situation has highlighted that the TT 's router, in having only the Single LED is extremely limiting in resolving an Issue ,

whereas this older TP link router has overkill in 11 LED's , but that does give bit of clue to whats going on ,

Re: Connection lost during the night

ceedy — Tue, 21 Feb 2023 17:44:01 GMT

New router arrived and up and running in 5 mins ..

Old duffer gone back in the supplied bag

Thanks for the repelies

Chris

Re: Connection lost during the night

Debbie-TalkTalk — Wed, 22 Feb 2023 06:42:07 GMT

Hi Chris

I'm so glad to hear this. Please let us know if you do experience any further issues.

Thanks

Debbie