topic Re: No connection in Fibre

No connection

Chris189 — Wed, 22 May 2024 23:03:31 GMT

I have had no connection for weeks and as expected its not talk talks fault. Their so called tech advisers insist i have 16 devices connected when in actual fact i have 3 devices trying in vain to connect. For the first time i was able to log onto my talk talk account and see what devices are connected and it shows 24 devices, the problem is the devices are all my next door neighbours devices. My neighbour is also a talk talk customer, any advice please as i am at the end of my rope with idiots who profess to be intelligent.

Thanks...

Re: No connection

Divsec — Thu, 23 May 2024 06:00:15 GMT

Hi @Chris189 could be your neighbour is inadvertently using your router? Change your WiFi settings https://community.talktalk.co.uk/t5/Articles/How-do-I-view-or-change-my-Wi-Fi-name-and-password/ta-p/2204668

Use an ethernet cable to connect a pc if WiFi is still not functioning.

If that doesn't improve things let us know

Re: No connection

Anonymous — Thu, 23 May 2024 06:12:52 GMT

Hi Chris,

How are you getting on?

Michelle

Re: No connection

Chris189 — Thu, 23 May 2024 12:59:49 GMT

I changed my router yesterday (third router in two weeks) and still no difference. I am sick of being treated as a liar by talk talk. Perhaps it is inevitable i involve ofcom

Re: No connection

Anonymous — Thu, 23 May 2024 13:13:26 GMT

Hi Chris,

Can you please update your community profile to include your:

Name
Telephone number or Account number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

Re: No connection

Anonymous — Wed, 29 May 2024 06:41:42 GMT

Hi Chris,

Do you still need assistance with this?

Thanks

Michelle

Re: No connection

AllyM — Thu, 30 May 2024 20:53:05 GMT

When you say you have no connection, do you mean that the router has no connection to the internet or just that you can't connect any devices to your router via WiFi for some reason?

While Ofcom are the overall industry regulator @Chris189 , they will not investigate individual complaints. There are dispute resolution services if you cannot resolve your complaint with an ISP but before getting anywhere near that stage, I think it would be a really good idea to let the TalkTalk staff on this forum look into your issue for you.

You asked for advice - The best advice I can give you at this stage is to update your forum profile with your account details as Michelle has advised in order to allow TalkTalk staff on here to help you.

Re: No connection

Chris189 — Sat, 01 Jun 2024 10:19:17 GMT

MY talk talk online account shows 24 devices connected which are my neighbours devices (21) and three are mine.

When I log onto my router it lists 3 devices connected which are mine and no other devices belonging to my neighbour.

Re: No connection

Gliwmaeden2 — Sat, 01 Jun 2024 10:37:44 GMT

@Chris189, please check back during weekdays (Monday to Friday) as staff are not online here at weekends.

They'll need you to keep up the dialogue in return, daytime, to get to the bottom of the issue.

Re: No connection

Chris189 — Sat, 01 Jun 2024 11:16:26 GMT

I was under the impression fellow members are available to assist those who are experiencing difficulties with their broadband service.

More than four weeks without broadband and no help. It is important to be aware that as a severely disabled ms sufferer i am highly reliant upon the internet in order to communicate and socialise. Talk talk have always been aware of this and care less.

Re: No connection

Gliwmaeden2 — Sat, 01 Jun 2024 11:36:46 GMT

@Chris189, fellow members, whether Community Stars or the many other participating customers, have no access to information regarding accessibility needs. Quite rightly, this information is accessible only to Talktalk staff.

Only they will also have sight of your account and your router.

So all that we can advise at this stage is that the staff will not be able to follow up before next week.

They couldn't identify your account easily until your full profile details were completed and that's why Michelle was concerned when you hadn't followed that instruction or been back in touch.

Support does require communication both ways. Now that you have followed up, they will be doing their upmost to help you on their return.

Re: No connection

Chris189 — Sat, 01 Jun 2024 13:10:59 GMT

I am aware talk talk staff are not available on this community forum to help. That in fact is all I have been told by their staff for 4 weeks on this forum or on the phone. I have spent in the region of 16 hours on the phone with inexperienced idiots who have deployed every excuse one could imagine, idiots who try, A to B to C and then blame the customer when they fail to understand the problem. I ask, what is the point of community members if not to offer advice to members who may be experiencing difficulties.

Re: No connection

Divsec — Sat, 01 Jun 2024 13:25:42 GMT

Hi @Chris189 sorry to see you are still struggling to get a solution, did you try either of my suggestions on post 2?

Re: No connection

Chris189 — Sat, 01 Jun 2024 13:52:30 GMT

Thanks for you're help. Yes, i did try you're suggestions. But alas no change. Talk talk attempted to convince me all my fibre 65 woes would all go away if i only upgrade to fibre 150. Now what could that be construed as, oh yes, blackm***.

Re: No connection

Divsec — Sat, 01 Jun 2024 13:57:09 GMT

@Chris189 ah depends, if they were offering 150 for the same price now that would be worth considering.

Do you recall the details of the two routers you have tried? This info might help with the diagnosis.

Also ethernet connection didn't work either?

Re: No connection

Chris189 — Sat, 01 Jun 2024 14:11:46 GMT

Hi.

No, the 150 was being offered for 27.99 but a manager said it was unfair of me to upgrade, especially considering the 65 worked perfectly for 18 months, then my contract came to an end and the problems began. I personally feel it is a speed issue as a speed test this week resulted in a 0.02mbps result but talk talk said nothing to see here.

Re: No connection

Chris189 — Sat, 01 Jun 2024 14:49:06 GMT

Sorry, i did not answer you're full question. The Ethernet cable did not work. What details of the two routers would you like to know.

Talk talk say there is 24 devices connected but the router shows 3.

Re: No connection

Divsec — Sat, 01 Jun 2024 15:15:02 GMT

Hi @Chris189 the make and model would help, please. It's usually on the back or underneath the router.

Another thing worth trying is a 30 minute restart. Simply disconnect the router from power wait 30 minutes and restart. This can reset the exchange and give you an improvement.

Re: No connection

Gliwmaeden2 — Sat, 01 Jun 2024 17:25:59 GMT

@Chris189, if the label is not obvious, if you have one of the Talktalk hubs it should be on the piece of labelling underneath the removable card thing that shows the router number and password.

So remove the card to reveal the more detailed labelling.

You will probably need a magnifying glass - I do - in addition to close reading glasses.

All that writing is ridiculously small, which is not really very helpful at all!

The basics are that it is likely to say Sagemcom or Huawei.

Re: No connection

Chris189 — Sun, 02 Jun 2024 06:56:51 GMT

I will post the make and model as soon as I can. Thanks for all the advice, especially the advice to try turning the hub of for 30mins. It actually improved the problem as i can now connect devices And they seem to stay connected for longer than they have in the past. Thumbs up to you all.