Broadband not available since activation

[willth]

Hi,

My broadband was meant to be activated a week ago (15th Feb) but I am yet to be able to connect to the internet.

I have run the diagnostic steps multiple times, and each time I have been told in a text that no problem was found. Logging into the routers admin page I can see that it is not connected to the internet, and I have only seen the LED on the front solid orange immediately after rebooting and flashing orange for the rest of the time.I have plugged a phone in, and that is telling me to check the phone line, and I am unable to make or receive calls from it. I have tried using both microfilters that talktalk provided, rebooted multiple times and triple checked all cables are plugged into the right places.

I have tried to 'Start a live chat' multiple times on all the devices available to me, but non of them have worked. Is there any other way to get help from talktalk with my issue?

[Chris-TalkTalk]

Hi willth,

Thanks for answering the security questions, I've sent you a PM requesting a little more information 

Chris

[Chris-TalkTalk]

Your can leave everything as it is if you like. Yes unfortunately you will have to be there, as the line test is passing we have to arrange an engineer visit to your home. If you'd like us to go ahead can you confirm:

• That you accept potential Engineers charges


• Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

 

I've also sent you a PM to confirm some other details

Chris

[willth]

Hi @Chris-TalkTalk 

Yes please, should I leave everything set up with the phone in the test socket, or return everything to how I was initially instructed to set it up? Also will I need to be home for this visit, or can it take place without me like the initial set up?

Thanks

[Chris-TalkTalk]

Hi willth,

Thanks for updating your profile. The line test is clear but if there's no dial tone at the test socket then the next step will be to arrange an engineer visit. If you'd like us to do this please let us know and we'll confirm some details

Chris

[willth]

Hi @Chris-TalkTalk 

Sorry, I'd missed that one of the numbers was meant to be the talktalk one. I have updated the profile now.

Thanks

[Chris-TalkTalk]

Hi willth,

Thanks for updating your profile but could you please add your TalkTalk landline telephone number so that we can locate you on our systems

Thanks

Chris

[willth]

Hi @Chris-TalkTalk ,

My profile has been updated.

Thanks

[Chris-TalkTalk]

 Hi willth,

If you still need assistance can you please, as Skynet_TX has requested, 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

Chris

[Skynet_TX]

Please remember to complete your community profile as described in my first reply, so that the staff here can identify you.

[Skynet_TX]

The live chat button can fail to work in some browsers, or if you have pop up blockers in your browser. However the staff here will be able to look into this for you tomorrow. If your line is totally dead, but the service centre test is saying everything is fine, then there is a chance the Openreach engineer has just connected things up wrong in the street cabinet. But the staff here will be able to run some tests, and if they do think it is an external line fault they would be able to arrange an Openreach engineer callout.

[willth]

Hi @Skynet_TX 

I have tried the connection test a few times, and it doesn't report a fault with my line. I have tried following all the troubleshooting steps that are included after the connection test, and none have helped. At the end it suggests I start a live chat for support, however this button isn't working for me either.

[Skynet_TX]

Ok, so that is a pretty good indication that your phone line is dead (for both the voice and data signals).

It would be worth going to the Service Centre to run a connection test on your line (if you have not already tried this), this may indicate if there is currently a fault affecting your service. You can also access this from the ‘My Account’ site.

The TalkTalk staff on this community will be able to help, they will hopefully be able to respond to this post tomorrow. You will need to complete your community profile as described in my first reply for them to be able to help you.

[willth]

Hi @Skynet_TX 

I have checked with my phone in the test socket, and there is no dial tone and therefore I am unable to reach that number to check what comes back

[Skynet_TX]

Hi @willth,

If your phone is not working then that is what needs investigating first, so if you plug a phone into the master socket do you hear a dial tone or is it totally dead ?, if you are able to dial a number can you dial 17070, this should read back the phone number of the line, can you see if that number matches what is shown in 'My Account'.

If the phone is dead then if you have a test socket can you also try it in there.

For one of the TalkTalk staff on this community to be able to look into this you will need to update your community profile to include your name, landline telephone number that your TalkTalk service is provided on & an alternative contact number. This will allow them to identify you, and they will then be able to help.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk staff on this community can see your profile details).

Then they will hopefully be able to respond to this post tomorrow.