Engineer fixed phone but broke internet

[Tab24]

My parents had an engineer visit this morning to fix the phone line. He put a new socket in but since then they have no Internet.

Over an hour on the phone they have been told it will be next Thursday to fix it.

They are in their 80s  and Mum had a hip replacement last week so they need to access emails etc for appointments. 

No help has been offered. Does anyone have any advice please?

[Karl-TalkTalk]

You're Welcome 🙂

Regards 

Karl 

[Tab24]

Hi Karl 

Yes it seems to be now they are using both slots.

Thank you 

[Karl-TalkTalk]

Hi Tab24,

Is all ok now, is the phone working when plugged into the phone only socket ?

Karl

[Skynet_TX]

As you have resolved the issue it is not that important now, but you would need to add the number of the line that has the problem. You could add the account holders details into the 'private notes' field.

The support team here on the community probably won't be around now until Monday.

[Tab24]

It's not my phone number it's my parents is that OK to add?

[Skynet_TX]

Cool, yep if the new socket has two outlets then that means the signal is filtered within the faceplate of the socket itself, so the 'phone' outlet only now carries a phone signal, and the 'data' outlet only carries a data signal, so the router has to be plugged into the 'data' outlet. No microfilters are required.

If there are any other extension phone sockets elsewhere in the house it is also highly likely that only the 'phone' signal will now be going to those sockets, so the router would never work in those sockets.

[Tab24]

Thank you for the reply. It seems the engineer didn't mention anything about plugging I the Internet socket just did the phone one. 

Dad now has broadband but as the router is near the desk top not the socket they have a wire across the floor so we are trying different ways to sort that out

Thanks for your help

[Karl-TalkTalk]

Hi Tab24

Can you add the affected phone number to your 'Community Profile' so I can take a look.

Thanks  

Karl. 

[Skynet_TX]

Hi @Tab24,

I'm not sure what type of phone socket your parents had 'before and after', but if the new socket has two outlets then have you ensured that the router is connected correctly (i.e. it has to be plugged directly into the data outlet, not into the phone outlet via a microfilter ?). Can you confirm if the router is plugged into the master socket (presumably the socket that was replaced), or a different extension socket elsewhere in the house.

For one of the TalkTalk Support Team on this community to be able to look into this you will need to update your community profile to include :

• Your name
• Landline telephone number that the TalkTalk service is provided on
• An alternative contact number
• Also add the details of the account holder into the 'private notes' field if you are not the account holder

This will allow them to identify the account, and they will then be able to help.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk Support Team on this community can see your profile details).

Then they will hopefully be able to respond to this post tomorrow.

It would be worth going to the Service Centre to run a connection test on the line, this will indicate if there is currently a fault affecting the service. You can also access this from the ‘My Account’ site.