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

How do I start a new topic?

Hugh

[Karl-TalkTalk]

Hi Hugh88

As my community colleague advises, post this in our billing section and Arne will pick this up for you, he's very good at all things billing and contract related.

Regards,

Karl. 

[Gliwmaeden2]

@Hugh88, probably better to copy & paste your post about the contract change in the billing section of the forum for Arne to take a look at it during the week.

All support on the forum is online only.

[Hugh88]

Hi Karl,

I wonder if you can help with this or get someone to contact me on my mobile (as I've no landline due to VoIP issue) even an e-mail would be welcome. I tried the on line chat around 6pm but couldn't get anyone. I checked my on line account today and was alarmed to find that I'd received a revised contract summary dated 03 Nov 2023. The undernoted extract concerns me regarding the estimated speeds.  

Date 3 Nov 2023
TalkTalk Fibre 150
Contract summary
• This contract summary provides the main elements of this service offer as required by UK law.
• It helps to make a comparison between service offers.
• Complete information about the service is provided in other documents.
Services and equipment
Your TalkTalk Fibre 150 plan includes Digital Voice. Our TalkTalk Wi-Fi Router is included free of charge
Speeds of the internet service and remedies
You can look forward to an estimated download speed between 36.00 Mbps and 37.00 Mbps with a
minimum guaranteed download speed of 35.00 Mbps and upload speed of 7.00 Mbps

Now the above is totally different to what was agreed on the 13th Oct 2023 i.e. 

Speeds of the internet service and remedies
You can look forward to an estimated download speed between 150.0 Mbps and 153.0 Mbps with a
minimum guaranteed download speed of 120.0 Mbps and upload speed of 30.0 Mbps
We'll try to ensure you get the estimated speeds; however, we can't guarantee this. If, you're regularly getting significantly lower download speeds, please contact us so we can try to help improve your speed. If after 30 days following your reporting of the problem to us, your download speed still regularly falls below the minimum guaranteed download speed, you may cancel the service without penalty. 

Why has my package contract information been changed. This is not what I agreed to. As far as I am concerned this is a breach of conract. I would also state that on a practical level I am only getting download speeds of up tp 9Mbps. The speeds I am receiving do not comply with the Broadband Speed Code of Conduct. I understand that there may be a bedding in period and speeds can vary during this time, however, I am concerned regarding this unagreed change to my contract and require clarification.  Is someone getting confused with my previous fibre 35 package. I'd appreciate any help you can give regarding this.

Hugh

[Karl-TalkTalk]

No Problem 🙂

Karl 

[Hugh88]

Thanks Karl. I'l lcheck back later to see if there's been any updates.

Hugh

[Karl-TalkTalk]

Hi

I've asked our network teams to take a look and see if there are any visible issues.

Karl

[Hugh88]

Yes it was the TT one

[Karl-TalkTalk]

Hi

Which speed test did you use, was it the TalkTalk one ?

Thanks  

Karl. 

[Hugh88]

Karl speed test at ONT 85Mbps/30Mbps. Malaware bytes blocked me from using Sams speed test.

Hugh

[Karl-TalkTalk]

Ok, let me know when you can.

Karl.

[Hugh88]

Okay thanks. I'll try that an let you know how I get on.

Hugh

[Karl-TalkTalk]

Hi

Can you connect a device wired direct to the ONT and see what speed you get.  Try a speed test via Sam Knows Speedtest  also.

Thanks  

Karl. 

[Hugh88]

Hi Karl,

I've hit another snag. The full fibre was installed yesterday. I am on fibre 150 but I am only getting a download speed of 33mbps and upoad of 31mpps. I've checked it a few times and it doesn't vary much from that. Any suggestions.

Hugh

[Karl-TalkTalk]

No Problem 🙂

Karl 

[Hugh88]

Thanks Karl

Hugh

[Karl-TalkTalk]

Hi

router ordered for you.

Karl

[Hugh88]

Hi Karl,

No success with using the digital voice adaptor so far. So could you send out the WiFi Hub 2 with VOIP port please and I'll try that. 

Shall I return the eero using the blue returns bag I received with the package. 

Thanks

Hugh

[Karl-TalkTalk]

No Problem 🙂

Karl 

[Hugh88]

Hi Karl,

I'm told it takes up to a couple of hours for the voice service to work, so i'll get back to you in a few hours to let you know how I got on.

Thanks

Hugh