Connected - No Internet

[Hugh88]

I wonder if anyone has had a similar issue to mine. I returned from holiday on the 19th September to find that my router (Huawei HG633) would not connect to the internet.

All devices showed Connected/No Internet.

I contacted TalkTalk and after struggling with a bot and a foreign call centre agent I managed to get them to send a new router. A new router, WiFi Hub was received on the Monday 25th September.  After setting up the router the dreaded amber light appeared and would not go away. Same issue "connected/no internet". Back on to TalkTalk via chat explained the situation and they decided that there was a problem with my home network and booked a QUEBGB Engineer to attend on the 30th September. The Engineer attended confirmed that there was no issue with the home set up and tried another router. Same issue " Connected/No Internet". He then said there may be a fault on the external line and this would need to be checked by open reach. Strangely when I checked the Fault tracker it stated incorrectly that the fault had been fixed.

Back on to talktalk who then arranged an open reach engineer to call on the 5th October. Open reach engineer stated no fault with external line and the problem was at the talktalk end. Faulttracker closed the job again and like a game of snakes and ladders it was back to the start. Frustration, Exasperation was now starting to creep in. I again after a lengthy process managed to contact TalkTalk who then arranged for an expert TalkTalk Engineer to visit, yesterday,  on the 12th October. Lo and behold the engineer could find nothing wrong with the home set up and said the problem seemed to be at the talktalk end. He the escalated it again for a visit by an open reach engineer.

Now this visit will most likely be a waste of time as the external line is fine. I believe that the issue lies with the replacement TalkTalk router the WiFi Hub. This router is designed for full fibre services and my package is the Fibre 35 which is a slower package that relies on the Open Reach network . The router I should have is the WiFi Hub Black which is more compatable with my package. My head is sore with banging it against TalkTalks walls and if there is any moderator looking in can you please arrange a WiFi Hub Black to be sent to replace the WiFi Hub as I have had no internet connection since the 19th September 2023 and I am having to get by using my next door neighbours WiFi untill this sorry mess is resolved. 

I wonder if anyone has had a similar experience.

[Hugh88]

Hi Chris,

I was told last week that the Wi Fi Black is still available and that one would be sent out , therefore, I have been Lied to both by an Agent and a Manager. A serious breach of customer care in my opinion.

The TalkTalk Engineer has visited my home twice and on both occassions verified my home set up is fine.

The Open Reach Engineer has called twice and verified that the external line is fine.

The router will still not connect to the internet. The Open Reach Engineer and the TalkTalk Engineer both maintain the problem is at the "TalkTalk end"

Whatever the problem is then it is up to TalklTalk to sort it, not provide me with waffle and lies.

I will log on to your link, hopefully, it will work this time. But please be aware I am extermely angry about this situation and intend to take it further.

Hugh

[Chris-TalkTalk]

Hi Hugh,

We no longer supply the Wifi hub black, the system allows us to order it but it just defaults to the Sagemcom. As ferguson says the, the Sagemcom isn't just for FTTP, it works fine with FTTC so if you still have no service with two different Sagemcom routers and the original HG633 then it's unlikely to be a router issue

I've PM'd you another link to the security questions so that we can look into this further

Thanks

Chris

[Hugh88]

Hi Ferguson, Thanks for your input. The router I had previously was the Huawei HG633 as I am on a Fibre 35 contract. I do not have full fibre. I am still on the open reach copper network. The HG633 was replaced with a Sagemcom Wi-Fi Hub FAST5364 which doesn't connect to the internet. The Talktalk engineer couldn't get it to connect either. He even tried another router (another FAST5364) and no success. Another router was delivered on Monday another FAST 5364 again no success.

So let's recap the home network is okay, the external line is okay, therefore, the common denominator is the router.

Why not just send out a Wi-Fi Hub Black (Huawei DG8041W) and try that as all other means have failed. Not rocket science is it. I was told the Wi-Fi Black is still available. But for some reason TT will not send out a Wi-Fi Black and the issue just keeps rolling on.  Talk about customer service......gimme a break!

[Hugh88]

Chris,

I sent you a reply in the PM. When I followed the link all I got was a message "Oops you shouldn't be seeing this. Something went wrong please contact your agent"

For clarification the hub (pardon the pun) of this matter is that my Huwei HG633 was replaced with a Wi-Fi Hub (Sagecom FAST 5364) on 25/09/23 This replacement router will not connect to the internet. I am currently on A Fibre35 contract. I do not have full fibre and still have the old copper telephone cables. My understanding is that the Sagecom FAST 5364 is for FULL FIBRE which I currently do not have and that the replacement router should have been a Wi-Fi Hub Black (Huawei DG8041W) which is more suitable for the slower speeds. I spoke to an agent last week who confirmed that the Wi-Fi Hub Black is still available.

I managed an online chat with an agent last Friday explained the situation and for once they seemed to understand the issue and agreed to send me out a Wi-Fi Black suitable for the copper network. You can imagine my dismay when I received the replacement router on Monday 16/10/23 and it was Sagecom FAST 5364. I went through the set up anyway but the same issue arose. Amber light stayed on and the router wouldn't connect to the internet. As I have an open complaint CMP-531803 a manager phoned me on Tuesday 17/10/23 and assured me I would receive a suitable replacement router on Wed/Thur this week. To date no replacement and I am on day 32 of no internet access. 

My contract is due to expire soon and I have signed up for full fibre, however, this is not due to be installed untill 2nd November. I do have reservations about continuing with talktalk due to the issues I'm having at present and may yet cancel this order. I do not want to do this as I have been with TT many years and this is the first time I have had a problem.

The issue is that I have had no internet since the 19/09/23 and no one seems to appreciate the difference between full fibre and non full fibre networks and the types of router suitable for each. I sincerely hope that you can find a solution as all I have had so far is waffle and incompetence. If a Wi-Fi Black could be sent out to keep me going untill the 2nd November this would be much appreciated. This would be returned once full fibre is installed.  

[Chris-TalkTalk]

Hi Hugh,

Did your reply to the questions in the link I sent in my PM? They are not showing on our systems

Chris

[ferguson]

Sorry to see your woes, but there is no reason why any TalkTalk Hub should not work with a FTTC service. So assuming the various "engineers" had no luck even when connected at the test socket I am at a loss. I take it you have tried that yourself, as well as checking for any issues on the voice side? As far as I know the Hub Black is no longer available in any event. 

[Hugh88]

Hi Chris, I've replied to your PM.  I am using my neighbours Wi-Fi to send this message. I have had no internet access for 32 days and I'm getting very angry with the amount of waffle I'm getting from TalkTalk. I really hope you can help with this as all others have failed so far. This is really dreadfull PR and service from TalkTalk.

[Chris-TalkTalk]

Hi Hugh,

I've sent you a PM to confirm some details so that we can look into this further

Thanks

Chris

[Hugh88]

INDEED I DO!!! I received a call from an alleged Manager on Monday apologising for the mess and stating that a Wifi Hub Black router would be received today and my problems would be solved. Well as expected no router was received today and no message from Yodel advising anything is on the way. I am totally sick and tired off the time taken to have this resolved and the ineptitude of TalkTalk. For the benefit of your experts please let them know note that the Wi-Fi Hub black has the WAN port on the left hand side of the ethernet ports.  The manager stated he will phone me back on Friday to check all is well.....poor guy will get short sharp shrift. I have never known such incompetence.  

[Michelle-TalkTalk]

Good morning,

I'm really sorry for the delay. Do you still need help with this?

Thanks

Michelle