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.

[Gliwmaeden2]

@RHendry, if you check back through this thread, you'll see that anyone who was not the original poster was asked to start their own thread.

You need to return to the message board and click on start a topic. 

Also complete your community forum profile details for Talktalk staff to identify your account. Add your Talktalk phone number or account number in Personal Information. Go via your avatar; settings; drop down menu....SAVE CHANGES. 

Without this, staff don't know who you are, cannot test the line etc.

They'll be back on here from the morning, so it's worth creating your topic soon and look out for their reply tomorrow. 

If you are still in contract, early termination fees stand unless the problem with the service cannot be resolved. 

[RHendry]

I am absolutely fed up with TalkTalk! There’s been no Internet on several occasions in my home since June.I am absolutely fed up! We thought the problem Was finally solved when a BT open reach engineer came and told us that the TALK modem would only work via BT modem, which he installed and did work.

Arrived home today, to find no Internet, once again!

My husband phoned TalkTalk, who simply sent us a text, it contains a link to an Internet connection. But we can’t access the Internet so we are simply going round in circles.

to make not as worse, although TalkTalk or default of their contract, they tell me that I must stay with this contract until April 2026 or pay approximately £207.  Surely this cannot be right. 

[ferguson]

@Roger43 

As advised to an earlier poster, please start your own topic and the support team will be happy to help. 

[Roger43]

Exactly the same problems with trying to get to the right people and Speak! Promised a phone call between 2 and 4pm.....nothing do far... 5.55pm!!

Where do I go now!?

[Michelle-TalkTalk]

Hi London1960,

I'm sorry to hear this. Please can you create your own topic and we can look into this further for you.

Thanks

Michelle

[London1960]

Hi.

Having the same issue as of the 8/5/24. No phone or network connection even though all devices state connected.  I have been having issues since upgrading to fibre earlier this year. I have been promised a new router in 3 - 5 days - which I think is *@#][!![]'#[@#]!* poor service.

After reading your submission l don't have much confidence in the outcome.

[ferguson]

@AHMADY3 

Click on the blue Start a topic button near the top of the page here. 

[AHMADY3]

I have problem I don’t have a Internet connection 

[ferguson]

@AHMADY3 

As previously advised to others, please start your own topic and the support team will be happy to help. 

[AHMADY3]

Hi 

I don't have Internet connection please can I have Internet 

[Michelle-TalkTalk]

Hi Hajra2024,

Please can you create your own topic and we'd be happy to look into this further for you.

Thanks

Michelle

[Hajra2024]

Hi can you please help

[Michelle-TalkTalk]

Hi calbo12,

As advised, please can you create your own topic and we can look into this further for you.

Thanks

Michelle

[ferguson]

@calbo12 

If you start your own topic the support team here will be happy to look into this for you.

[calbo12]

I am getting this exact problem now, but an in home engineer came over yesterday, tested everything, installed the new hub, nothing worked?  I unplugged and plugged the wan cable in just to fiddle around with it and it came back on! this was 4pm yesterday. at 1pm today my wifi goes back off flashing slow Amber light. did you get a fix for this? the external open reach engineer apparently can't find a fault either. 

[Chris-TalkTalk]

No problem 🙂

[Hugh88]

Cheers Chris. Thanks again.

Hugh

[Chris-TalkTalk]

Hi Hugh

Glad to hear that you've received the router and it's working, apologies for any inconvenience

Chris

[Hugh88]

Hi Chris,

Parcel has been delivered. WiFi Hub 2 connected and phone now working. Many thanks for your help on this. It has been a long hard struggle since the 19th Sept when I noticed my broadband had ceased. I guess we'll never get to the root cause but my suspicion is that the copper line was ceased erroneously on the broadband side. 

Anyway I'm now up and running and I trust that the auto compensation kicks in for the weeks I was offline from 19th Sept to 2nd Nov.

Once again thanks for all your help. From a customer point of view it was much easier dealing with you guys on the community than going through the bots and foreign call centre agents. Wasn't easy for them either I guess as the language barriers can be problematic both ways.  

Thanks Again!

Hugh

[Chris-TalkTalk · Accepted solution]

Hi Hugh

Latest update from a couple of minutes ago - Your parcel is with one of our drivers for delivery

Chris