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.

[Chris-TalkTalk]

Hi Stephen,

Can you please start your own thread/topic in the appropriate support section and we'll be happy to help - Help with your service - TalkTalk Help & Support

Thanks

Chris

[Stephenharrison]

Ever since we had the storm the Internet keeps going off

[Stephenharrison]

Internet keeps going off and on

[Chris-TalkTalk]

Hi Fayeoh90,

If you still need assistance can you please start your own thread/topic as Gliwmaeden2 has requested

Thanks

Chris

[Gliwmaeden2]

You need to start your own thread for staff support, @Fayeoh90.

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

Also complete your community forum profile details. 

[Fayeoh90]

I have had no internet for the last week and there’s no way to get intouch with them or no what’s going on it’s an absolute shocking service!

[Debbie-TalkTalk]

Hi Cliffkill1982

Please can you create a topic here Broadband - TalkTalk Help & Support

 We can then take a look at this for you.

Thanks

[ferguson]

@Cliffkill1982 

If you need to speak to someone then the number to call is 0345 172 0088. They will be closed now, open again from 9:00am tomorrow. 

If you would like the support team here to help then please start your own topic and explain the issue. 

[Cliffkill1982]

I realy need to speak to someone please 

[Michelle-TalkTalk]

Morning,

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

Thanks

Michelle

[Amirlalehkaei]

I don’t have internet for over 30 minutes could you tell me what’s happening?

[Gliwmaeden2]

If you have an issue with your service, please find the appropriate message board and click on start a topic, @Maria468.

You will also need to complete your community forum profile details for Talktalk staff to identify your account. 

They will reply during the week on your new thread. 

[Maria468]

No

[woodlands23]

Internet lost connection.

[Karl-TalkTalk]

Hi

If you start your own thread (new message), we’d love to help.

We’ve found that posting in someone else’s conversation makes it harder to follow when looking for an answer.

It’s easier and quicker if we can chat with you in a single thread, if you start your own thread, that will keep our community organised and help others with a similar problem.

Check your home phone number or account number are also added to your Community Profile as that will really help us to find your details quicker.

Thanks

Karl

[Amarildo1]

No internet

[Michelle-TalkTalk]

Hi @Beaconoflight 

As advised, please can you create your own topic and we'd be happy to look into this for you.

Thanks

Michelle

[Gliwmaeden2]

As above, @Beaconoflight.

Please follow instructions for other customers re starting your own thread, completing profile details etc.

[Beaconoflight]

Hi,

My Internet randomly drops out, not sure if it's because you are migrating my account. This issue has only started since your company took over my account from Shell Energy.

Can you please advise.

Regards 

David Kenna 

[Debbie-TalkTalk]

Hi RHendry

Please can you create a new topic on the Community, we can then take a look at this for you.

Thanks

Debbie