Broadband / internet

[Dancrispin1]

Hi all my internet keeps on dropping saying no connection at all for the past few nights and it seems to work during the day but at night seems to completely stop working  and it’s always giving a solid white light thank you for any advice 

[Michelle-TalkTalk]

Hi Dan,

Has the replacement router arrived?

Thanks

Michelle

[Michelle-TalkTalk]

Hi Dan,

Please do not post any personal information on the Community. Please can you create a new topic in the Email Section of the Community and my colleague Ady can look into this for you. Please add this information to the Private Notes section of your Community Profile.

Thanks

Michelle

[Gliwmaeden2]

@Dancrispin1, please NEVER post personal information details in the public thread. 

All the world can read these posts....

Any extra information should go in the Private Notes area, towards the end of Personal Information that you already completed. 

New mailboxes can't currently be added in My Account. 

[Dancrispin1]

i have one more question to ask i don't have access to my talk talk email even know I've got this account that i use to login to view my bills my email address is XXXXXX REMOVED FOR SECURITY REASONS to login to talk talk mail its saying my email address does not have a talk talk domain  just wanted some help how to gain access to talk talk email thank you 

[Debbie-TalkTalk]

Hi @Dancrispin1 

Thank you 🙂

Debbie

[Dancrispin1]

Thank you I’ll keep you updated when it arrives and how it compares with the other one thank you once again 

[Debbie-TalkTalk]

Hi @Dancrispin1 

We can only see replies posted directly on the Community, we can't see any replies to an email, sorry.

The replacement router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[Gliwmaeden2]

@Dancrispin1, if you look at any notification emails from the forum, you will see it's a No Reply address. 

Anything you send to that address will not bounce, but nobody will receive them. They cannot be read.

[ferguson]

Sent an email where? The right thing to do is post a reply here as you now have done, the support team will pick this up again when they are back online from Monday. 

[Dancrispin1]

Yes please I haven’t heard anything from you for over a week now I’ve been waiting for the replacement router, I’ve sent emails but I’ve haven’t heard anything back 

[Karl-TalkTalk]

Hi Dan

Do you need us to send a router to you.

Thanks  

Karl. 

[Debbie-TalkTalk]

Hi @Dancrispin1 

Would you like me to send a replacement router?

[Debbie-TalkTalk]

Hi Dan,

Do you have an alternative router that you can test with please to see how the connection compares?

We can send a replacement router for testing.

Thanks

[AllyM]

@Dancrispin1 , Are you saying that the router appears to stay connected to the internet but you have no internet access on your devices? Does it always seem to happen at the same times? Have you logged into MyAccount and checked the HomeSafe Homework Time settings as this has been known to be an issue for a few customers?

Other than that, perhaps you could answer the previous questions asked by staff, if you wish them to continue to assist.

[Dancrispin1]

It stop for maybe a day but it keeps on happening it’s between midnight and onwards I’m getting tired of this I will think about switching providers soon if this keep on happening 

[Michelle-TalkTalk]

Afternoon Dan,

How are you getting on?

Thanks

Michelle

[Michelle-TalkTalk]

Hi Dan,

I'm sorry to hear this. Do you have an alternative router that you can test with please to see how the connection compares?

Thanks

Michelle

[Gliwmaeden2]

Can you reply to the other question from staff, @Dancrispin1.?

How does it reconnect etc?

I've re-escalated this thread for you.

[Dancrispin1]

Yes this keeps on happening I’m getting tired of this now 

[Debbie-TalkTalk]

Hi Dancrispin1

Do you still need help with this?