topic Re: No connection in Fibre

No connection

JadieG — Wed, 17 May 2023 20:19:39 GMT

So I have spent nearly 3 hours chatting to Agents and have just been cut off from live chat due to it closing until 9am even though the site says 10pm and it was at exactly 9pm. Anyway I have NO connection to my router it is just flashing amber, there is nothing plugged in to WAN I have reset for 30 seconds, left unplugged for over an hour, tried a different plug socket. I have even took the face panel off of the master socket and plugged the cable directly in to it. I have no idea what else to do, A agent sent me an email of things to try, if nothing works get back in touch and we will book an engineer, so I try everything, nothing works, I get back on chat give my fault ref, describe my issue, and ask to book an engineer, they say first they need to do some tests, and we start going through it all again, They asked me to reconnect the face panel on the master socket and plug the cable back in to the computer socket, I take a moment to do it and reply ‘that’s done’ then bot replies we are closed! I don’t know what to do! I just want to book an engineer.

Re: No connection

Gliwmaeden2 — Wed, 17 May 2023 21:24:56 GMT

Hours listed here detail Live Chat closing at 9pm, @JadieG .

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Where did you get 10pm from?

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Re: No connection

JadieG — Wed, 17 May 2023 21:27:18 GMT

This was in the email I was sent today and I will thank you

Re: No connection

Gliwmaeden2 — Wed, 17 May 2023 21:37:40 GMT

The link I have already sent you shows the correct hours, @JadieG.

Another page that I have just found is also contradictory!

https://www.livechatdirectory.co.uk/talk-talk-live-chat/

Particularly this bit:

Time for some feedback!

Re: No connection

JadieG — Wed, 17 May 2023 21:45:05 GMT

I think so!

Re: No connection

Karl-TalkTalk — Thu, 18 May 2023 05:26:38 GMT

Hi JadieG

I noticed one of the line tests failed, can you tell me if the home phone works, with a clear dial tone ?

As for the broadband side, tests are currently clear and showing a connection at the moment.

Karl.

Re: No connection

JadieG — Thu, 18 May 2023 10:12:14 GMT

I don’t have a phone line connected, the internet is back on, came on around midnight but is running very slow.

Re: No connection

Debbie-TalkTalk — Thu, 18 May 2023 11:15:45 GMT

Hi JadieG

Please can you power down the router for a full 30 minutes and then run another speed test for me?

Re: No connection

JadieG — Thu, 18 May 2023 11:58:34 GMT

Hi unplugged for 30 mins just plugged it back in, gave it a couple of minutes and ran the test again still very slow.

Re: No connection

Debbie-TalkTalk — Thu, 18 May 2023 12:06:50 GMT

Hi JadieG

Please can you confirm if the router is at the test socket at the moment? so we can run another line test.

Re: No connection

JadieG — Thu, 18 May 2023 12:09:17 GMT

It’s plugged in but with the face panel on, should I remove it and plug it in directly

Re: No connection

Debbie-TalkTalk — Thu, 18 May 2023 12:10:27 GMT

Hi JadieG

Yes please. Could you also run another speed when at the test socket too?

Re: No connection

JadieG — Thu, 18 May 2023 12:36:15 GMT

Running much better now thank you.

I will continue to monitor it

thank you

Re: No connection

Debbie-TalkTalk — Thu, 18 May 2023 12:42:15 GMT

Hi JadieG

That's great news, please let us know how the connection/speed performs over the couple of days.

Thanks

Debbie

Re: No connection

Debbie-TalkTalk — Mon, 22 May 2023 12:48:20 GMT

Hi JadieG

How's the connection been since your last post?

Thanks

Debbie