topic Re: Issue with broadband in Full Fibre

Issue with broadband

Catherine29 — Sun, 11 Aug 2024 15:31:00 GMT

I got a router on Thursday, it has been set up and I have a solid white light but it says no internet connection when I try to connect. I have now been on to online chat for 3 hours and they keep telling me they need to do some checks but so far that has just been resetting router 3 times and also switching off and back on 3 times also. Anyone got any suggestions on what I can do. I haven't had broadband before on the line. I have recently been moved over from shell but don't want to keep the new Talk Talk contract if it won't work.

Re: Issue with broadband

fr8ys — Sun, 11 Aug 2024 16:01:46 GMT

What device(s) are you trying to connect?

Is it a TalkTalk or Shell router you have been sent?

If TalkTalk I know there is sometimes confusion as to the password to use as there are 2 on the back. One is the admin password to get connected via a web browser that allows changes to the router itself to be made, the other is the WiFi password.

Just double check you are using the correct password. Another thing to check is that it is case sensitive and sometimes there is confusion over similar characters such as letter O and number 0.

You may already have done this, in which case apologies. Staff are back tomorrow and will pick this up.

Do let us know if you are still having issues.

Thank you.

Re: Issue with broadband

Anonymous — Mon, 12 Aug 2024 06:56:15 GMT

Morning,

I'm sorry to hear this. I've run a test on the line now which hasn't detected a fault. Do you have an alternative router that you could test with please? Is the voice service working ok?

Thanks

Michelle

Re: Issue with broadband

Catherine29 — Mon, 12 Aug 2024 13:19:55 GMT

I don't have another router to try. I've tried Live chat but I keep getting told someone will look into it and they I get cut off and have to start again with a new advisor. Is there a tel no I can try?

Re: Issue with broadband

Karl-TalkTalk — Mon, 12 Aug 2024 13:31:24 GMT

Would you like me to send you a router for testing ?

Karl.

Re: Issue with broadband

Catherine29 — Mon, 12 Aug 2024 13:39:22 GMT

If you could that would be great.

This hasn't worked since I connected it on Thursday. I have a white light but when I try to connect it says no internet.

Re: Issue with broadband

Karl-TalkTalk — Mon, 12 Aug 2024 13:54:07 GMT

I've been taking a look at the connection and noticed the authentication details in the router are incorrect.

I've updated these now and this should work, give the connection a try.

Thanks

Karl.

Re: Issue with broadband

Catherine29 — Mon, 12 Aug 2024 14:04:24 GMT

Thanks Karl, should I restart the router again before trying?

Re: Issue with broadband

Karl-TalkTalk — Mon, 12 Aug 2024 14:07:50 GMT

You should not need to, just try connecting a device and open a website such as www.google.com etc.

Thanks

Karl.

Re: Issue with broadband

Catherine29 — Mon, 12 Aug 2024 19:20:25 GMT

That's it now, thanks for your help.

Re: Issue with broadband

Anonymous — Tue, 13 Aug 2024 05:52:13 GMT

Hi Catherine,

Thanks for confirming 🙂

Michelle