topic Re: No internet again in Full Fibre

No internet again

MediumSmallLarge — Mon, 09 Dec 2024 22:20:03 GMT

On Thursday 5th December, my connection suddenly dropped. I contacted support and they said that everything was fine at their end, the issue was with the router and they would send a new one. However, the connection came back a couple of hours later without me doing anything, seems unlikely that the issue was at my end.

Fast forward to today, the new (unnecessary) router arrived, I plugged it in and it was working fine. But then this evening the connection has dropped again for no apparent reason, and it doesn't matter which of the two routers I plug in. Both routers were working fine about 4 hours ago. Also I can't run a line test through the website because apparently I have an open case (even though the case is showing as closed when I check the status).

Seems to me that the most likely explanation is that there is a problem at Talk Talk's end with intermittent connections dropping.

Re: No internet again

ferguson — Mon, 09 Dec 2024 22:24:45 GMT

If you would like the support team here to look into this for you make sure that your personal details including TalkTalk phone number and/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 again

Debbie-TalkTalk — Tue, 10 Dec 2024 07:17:22 GMT

Hi @MediumSmallLarge

I'm sorry to hear this.

Can I just check, did you transfer over to TalkTalk from Shell?

Re: No internet again

MediumSmallLarge — Tue, 10 Dec 2024 07:41:13 GMT

Hello, yes I did transfer from Shell.

The connection is still down this morning

Re: No internet again

Debbie-TalkTalk — Tue, 10 Dec 2024 07:46:25 GMT

Hi MediumSmallLarge

Thanks for your reply.

We have a dedicated team who can take a look at this for you. At the moment we are unable to support Shell migration customers on the Community.

To get the help you need please give the dedicated Shell Migration team a call on 0345 172 0088, they'll be able to help.