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.

[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

[Karl-TalkTalk]

Hi,

No Problem 🙂

just let us know, and we can send this if required.

Karl 

[Hugh88]

Hi Michelle,

That sound like a possible solution, can I get back to you on that. The Installation Engineer is here at the moment and he thinks that the digital voice adaptor will connect to the existing WiFi Hub Fast and that I should still get the same download speeds that I'd have got with the eero. I'll try that first and if it doesn't work out I'll get back to you regarding the wifi hub 2.  I'll get back to you later once the installation is completed.

Many thanks

Hugh

[Michelle-TalkTalk]

Hi,

Ok thanks for confirming. We could try sending a wifi hub 2 which has a digital voice port for VOIP. Would you like to try this instead?

Thanks

Michelle

[Hugh88]

Hi,

My handset has all the latest updates but it doesn't appear to have bluetooth low energy. I don't know what version of bluetooth it has. It seems the handset is incompatible with eero, therefore,  It appears Fibre 150 with digital voice is the wrong package for me. I don't particularly wish to rush out and buy a new phone. I wasn't  advised that BLE version 4 was required at the time of ordering.  Is there a full fibre package with digital voice that doesn't require the eero 6. Can you tell me what my options now are.