topic Re: Unable to connect in Full Fibre

Unable to connect

Luisfsantos — Fri, 16 Jun 2023 06:44:10 GMT

I have been without talk talk internet for nearly 2 months, I had engineers attend my house and they saying that from my side everything is working fine but talk talk needs to adjust their system, talk talk says that the problem is my house connecting.

On my talk talk page I see several devices connected with what supose to be my Internet, they say that my password has been stolen so I have change my password but still the same, I have changed to bt and next day activation went without any problems and Internet working just fine, rang to talk talk to cancel my contract but have been sold a new one 🤦, I know probably not the smart thing to do based on my pass experience, but now o don't have internet again, even after being guaranteed that would be working and that for the last 2 weeks that I was with bt my internet was working just fine and that I was getting internet from talk talk and not bet, even using the pppoe settings for bt on my router

Any help resolving this would be much appreciated as this is not very frustrating

Re: Unable to connect

Debbie-TalkTalk — Fri, 16 Jun 2023 06:48:39 GMT

HI Luisfsantos

I'm really sorry to hear this.

Please can you update your Community Profile to include your name, TalkTalk landline number and FTTP order number.

Thanks

Debbie

Re: Unable to connect

Luisfsantos — Fri, 16 Jun 2023 06:53:01 GMT

Updated

Re: Unable to connect

Debbie-TalkTalk — Fri, 16 Jun 2023 07:01:19 GMT

Hi Luisfsantos

Thank you. I'm just running some tests.

Can you also add your TalkTalk account number to the Private Notes section of your Community Profile.

Thanks again.

Debbie

Re: Unable to connect

Debbie-TalkTalk — Fri, 16 Jun 2023 07:11:37 GMT

Hi Luisfsantos

Have you tried connecting directly at the ONT, with the router removed to see if this works?

Re: Unable to connect

Luisfsantos — Fri, 16 Jun 2023 07:15:05 GMT

Just did, it shows no connection

Re: Unable to connect

Debbie-TalkTalk — Fri, 16 Jun 2023 07:17:35 GMT

Hi Luisfsantos

Ok, thanks for confirming.

I can see that an engineer recently attended. Did it work when the engineer tested with their own equipment?

Re: Unable to connect

Luisfsantos — Fri, 16 Jun 2023 07:19:24 GMT

No ot did not, he said that was from talk talk side, but when I moved to bt it worked no problems on the day, now that I disconnected bt is and talktalk should be working I do not have no interne

Re: Unable to connect

Debbie-TalkTalk — Fri, 16 Jun 2023 07:24:35 GMT

Hi Luisfsantos

I'm looking into this further and I will post back as soon as I have further information.

Thanks

Debbie

Re: Unable to connect

Debbie-TalkTalk — Fri, 16 Jun 2023 11:11:02 GMT

Hi Luisfsantos

There are no faults detected on the Openreach side/line.

Would it be possible to post a photo of the ONT and cable set up on this thread?

Thanks

Re: Unable to connect

Luisfsantos — Sat, 17 Jun 2023 07:13:36 GMT

Good morning the ont is working fine the problem it comes from Wan IP address that , I ha e reied diderent routers and I ha e the same problem

Re: Unable to connect

Gliwmaeden2 — Sat, 17 Jun 2023 07:28:02 GMT

Staff will follow up on Monday, @Luisfsantos. They are not on here at weekends.

Re: Unable to connect

Luisfsantos — Sat, 17 Jun 2023 07:31:33 GMT

They arr great i should stay without internet toll monday then

Re: Unable to connect

Debbie-TalkTalk — Mon, 19 Jun 2023 08:16:45 GMT

HI Luisfsantos

Do you have the eero and is it connected now?

Re: Unable to connect

Luisfsantos — Mon, 19 Jun 2023 08:21:16 GMT

Yes eero router and it is connected. Ut can not detect wan ip address, the same with a 3rd party router that I have

Re: Unable to connect

Debbie-TalkTalk — Mon, 19 Jun 2023 08:29:16 GMT

Hi Luisfsantos

Ok, we can't see the eero connected at our side, was this eero sent by TT? I think we need to send another eero for testing so we can rule this out, will this be ok?

Re: Unable to connect

Luisfsantos — Mon, 19 Jun 2023 09:25:05 GMT

Hi, the issue is not the router, I had an engineer booked to attend my house this morning, The engineer just rang me and he is over 100 miles away cause and u cote the OGEA briadband identity code is incorrect and that is the reason as to why I do not have internet, so technically my ibternet is connected with someone else house, and this o ly can be resolved by TT to contact open reach and rectify

Re: Unable to connect

Anonymous — Mon, 19 Jun 2023 09:43:28 GMT

Hello,

I've asked my colleague if they can look into this and we will post back as soon as we receive an update.

Thanks

Re: Unable to connect

Luisfsantos — Mon, 19 Jun 2023 11:33:38 GMT

I don't think that tou need to worry about it, just been told that it can not be fixed I will need to cancel my account and create a new one, and by doing this I will be loosing the credit on my account and my monthly payments will increase by 10 pounds, I guess this is me leaving TT and joining BT at least it looks like they know what they are doing

Re: Unable to connect

Debbie-TalkTalk — Mon, 19 Jun 2023 11:36:41 GMT

Hi Luisfsantos

We've also received an update but to discuss further I will need to confirm some details with you.

I'm just sending you a Private Message.