topic Re: Connected to internet no internet service in Full Fibre

Connected to internet no internet service

Alunt — Mon, 13 May 2024 08:08:48 GMT

Keep getting this message daily, I have spent hours on the phone to technical to resolve the issue but to no avail. Both wired and WiFi connections are affected, the router has had its firmware updated still the same, micro filter in the line still the same. It seems to be worse in the late evening, night time. I've asked for a replacement router but was refused. I'm at my wits end and have now logged that I will be cancelling the contract as talktalk cannot provide me with the service I'm paying for. I seem to be going around in circles trying to sort out this problem and getting nowhere.

Re: Connected to internet no internet service

Anonymous — Mon, 13 May 2024 08:14:08 GMT

Morning,

Can you please update your community profile to include your:

Name
Telephone 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: Connected to internet no internet service

Alunt — Wed, 15 May 2024 08:15:08 GMT

Profile updated

Re: Connected to internet no internet service

Chris-TalkTalk — Wed, 15 May 2024 08:53:00 GMT

Thanks for updating your profile. Just to confirm, do you have our Full Fibre service? Do you have a box on the wll (ONT)?

Chris

Re: Connected to internet no internet service

Alunt — Wed, 15 May 2024 09:14:46 GMT

Hi, I have fibre 65.

Re: Connected to internet no internet service

Chris-TalkTalk — Wed, 15 May 2024 09:48:04 GMT

OK thanks. What colour is the light on your router at the moment?

Chris

Re: Connected to internet no internet service

Alunt — Wed, 15 May 2024 10:02:34 GMT

The light always stays white, the connection is fairly stable during the day but come evening I can connect but get the message cannot provide internet service. I have spent hours with technical support, we have tried rebooting the router, firmware updates, inline filters the problem is the same whether connected through WiFi or ethernet cable.

Re: Connected to internet no internet service

Chris-TalkTalk — Wed, 15 May 2024 10:48:39 GMT

If the light is staying white then it could be a fault with the router, would you like me to send a router to test with?

Chris

Re: Connected to internet no internet service

Alunt — Wed, 15 May 2024 12:32:36 GMT

I did ask technical if they could send a router but they refused stating as far as they can see there isn't a problem but if you can I would be most grateful.

Re: Connected to internet no internet service

Chris-TalkTalk — Wed, 15 May 2024 12:56:12 GMT

OK, no problem, I'll order one now 🙂

Chris

Re: Connected to internet no internet service

Alunt — Wed, 15 May 2024 13:26:42 GMT

Thank you, roughly how long would it take to come?

Re: Connected to internet no internet service

Chris-TalkTalk — Wed, 15 May 2024 13:53:51 GMT

You'll usually receive it within 1 or 2 working days

Chris