topic Re: No internet for several days in Fibre

No internet for several days

Sagemcomconnect — Thu, 19 Dec 2024 19:48:38 GMT

Several days of no internet. The issue is one of these talktalk sagemcom routers. Dashboard - States it is connected yet in reality there is no ipaddress allocated.

The acknowledged error on the broadband status page has not altered since yesterday where it claimed to have a fix that morning.

Today spent 2.5 hours with tech support who basically ended with them stating the sending a new router would fix the issue. I had already tried with another router and plugged in a mac direct and no ip address had been allocated. Not interested that we had another talktalk router and an asus router that had been tested. To no avail.

Therefore it is external and NO new device will fix this in its current state.

Currently i think an engineer needs to go to test in the street unless this illusive fix can be applied. This connection to the net to place this message is tethered and will not be available to us. Smart home system offline therefore heating is useless (tado). Connection needed urgently as it is medically required - the support staff seemed to not care about this requirement. The fact they couldn't fix the issue on the phone i think was the reason they decided to send a new router. But couldn't authorise next day delivery.

To me it looks like talktalk have pushed a code change or settings into the router OR an infrastructure change requiring some form of push that has failed to work. Potentially someone has unplugged at the street level or even settings at talktalk. But due to the acknowledged issue on the status page then i presume router code update failure.

talk talk please sort this out.

Re: No internet for several days

ferguson — Thu, 19 Dec 2024 20:09:51 GMT

If you are having issues with different routers other than the Sagemcom Hub then this is unlikely to be related to the issue noted on the service status page. Have you tried connecting at the test socket, or noticed any noise on the voice side?

If you would like the support team here to look into this for you make sure that your personal details including TalkTalk phone number or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

Re: No internet for several days

Sagemcomconnect — Thu, 19 Dec 2024 20:35:40 GMT

Thank you ive now added my account number to link it. Hopefully something can be fixed here.

It is the sagemcom router. And so too was one of the test routers. Same timeframe of issue regarding the failure. Temporal correlation at least.

I have checked everything this end. I get no allocation. The phone line was noisy when talking to tech support however.

Now - unfortunately wont be able to check on here until tomorrow as we have no internet.

Re: No internet for several days

ferguson — Thu, 19 Dec 2024 20:55:33 GMT

I thought you mentioned an Asus router also? Anyway, thanks for completing your profile, the support team should respond tomorrow.

Re: No internet for several days

Debbie-TalkTalk — Fri, 20 Dec 2024 08:39:40 GMT

Hi Sagemcomconnect

I'm sorry to hear this.

Can you also add your name to your Community Profile (so i can check I am looking at the correct details)

Re: No internet for several days

Sagemcomconnect — Fri, 20 Dec 2024 12:32:52 GMT

Had to get someone with internet to come out to get the 6 figure code to now add a name to the system. This is added now.

Yesterdays “tech” support made a big thing at the end of the talk about adding to a vulnerable list due to disabilities and being housebound. But then still couldn't send out either a new router nor an engineer.

Werent able to book a food delivery in time for Christmas as a result and our heating is not functional. Disability makes these things a necessity.

To clarify the extra steps. We tech supported the theoretically broken router. This had an ip before tech support and now doesnt. A family members talk talk box (same type) was tried and this would not connect - and additional asus was tried. We also tried a mac directly (family member is a network engineer and stated that it looks like your end. And so a new router will likely not function. Depending if you changed firmware.

Re: No internet for several days

Sagemcomconnect — Fri, 20 Dec 2024 13:03:54 GMT

Ok - tentatively - looks like the system has suddenly come on. The connection has connected and the need for a new router appears to have been incorrect at this point.

Re: No internet for several days

Debbie-TalkTalk — Fri, 20 Dec 2024 14:29:50 GMT

Hi Sagemcomconnect

I'm sorry for the delay.

Is the connection working now?