Broadband down

[Sjd-1965]

Hi, 

can someone at talktalk please sort out this confusion for me ? Spoke the customer services and after an hour of checking I was told my router is not working. Then tried to sell me the WiFi router, so have a basic one being sent out. 20 mins after the call had ended I got a txt saying. 

TalkTalk Update: An engineer has recently done some repair works on your line, and your connection might take a few days to adjust and we will monitor that closely. We're sorry for any inconvenience this may have caused. If you're having any further issues, please visit Service Centre. 
so what’s the problem, router or line ?? 

[Debbie-TalkTalk]

Hi Sjd-1965

The line test is detecting a potential fault towards the property.

As you have tested with a different router at the test socket then the next step will be an engineer visit to the property.

I'm just sending you a Private Message to confirm some details so we can arrange the engineer visit.

Thanks

Debbie

[Gliwmaeden2]

@Sjd-1965, staff will not be back on here before Monday. 

You can reach support by ringing 03451 720088 after 9am (not Sunday) or, if you have enough data, use Chat from this link, again after 9am, for it to be live:

https://community.talktalk.co.uk/t5/Articles/Our-live-chat-team/ta-p/2230529

[Sjd-1965]

Got my new router yesterday, plugged it in and worked fine, all up and running with internet. This morning a different story a flashing orange light and no internet.  

[Debbie-TalkTalk]

Hi Sjd-1965

Thank you 🙂

Debbie

[Sjd-1965]

Ok will do. 
thank you. 

[Debbie-TalkTalk]

Hi Sjd-1965

Ok, please let us know once the new router arrives.

Thanks

Debbie

[Sjd-1965]

I was just trying a few routers to try and sort out my on going tech issues but not having any luck connecting to the net with any of them. 

[Debbie-TalkTalk]

Hi Sjd-1965

Apologies, if we've sent you a router then this will be set up ready to use. You just need to use the new wireless password from the back of the router for your devices.

Thanks

Debbie

[Sjd-1965]

Thank you, 

when I get my new router delivered what information do I need to connect to the net ? 

[Debbie-TalkTalk]

Hi Sjd-1965

This help page should help SET UP A NON-TALKTALK ROUTER

[Sjd-1965]

How do I get all the router settings to get logged on to talk talk. All I have are my pipex info. 

[Chris-TalkTalk]

OK thanks 🙂

[Sjd-1965]

Hi Karl 

I’m not sure as I’ve never removed it. When I get home from work I will check the cable between the socket and the router and then do what you’ve suggested. It’s been the same socket for at least 8 years. 
thank you. 

[Karl-TalkTalk]

Hi

that is a pre-filtered faceplate. If you remove the faceplate check to see if there is a test socket and connect the router to this with a filter to see if the router will connect.

Thanks  

Karl. 

[Sjd-1965]

 

[Michelle-TalkTalk]

Hello,

Can I just confirm which main socket you have please?

Your guide to main phone sockets

Thanks

[Sjd-1965]

Hi 

I think I already have a router on its was, I was told last night that there is. I have a couple of filters. I’m sure BT said my socket doesn’t require a filter. 

[Debbie-TalkTalk]

Hi Sjd-1965

Thanks for your reply.

If you would like me to send a new router, with new cables and a filter to test with then please let me know.

Debbie

[Sjd-1965]

I’m using your standard router, my BT box doesn’t have a filter. I will check out the Ethernet cable from the socket to the router as I forgot about checking that and will get back to you later this evening. Thank you

[Debbie-TalkTalk]

Hi Sjd-1965

Which router are you currently using? (make and model)

If you have tested with 2 different routers, cables and filters at the test socket then the next step will be an engineer visit to the property.

Thanks

Debbie