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Broadband help

For queries about your TalkTalk broadband service.

Internet down

Dalecooper1
Team Player
Private Message TalkTalk
Message 56 of 56

My internet first went down last week on Thursday. It came back up on the Friday morning. I hoped it was a temporary outage. That Thursday evening I spent two hours fruitlessly talking to an agent. My internet went down again this Monday morning and I spent an hour talking to an agent who said I’d be called. I contacted the team again on the chat at 4pm and was talking for two hours running through tests. I really am tired of speaking to these agents as I’m not getting anywhere. I need to get an engineer to come look at the fault or speak to someone. Does anyone have any guidance on the next step to getting this issue resolved? 

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55 REPLIES 55

Message 21 of 56
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Message 22 of 56

Hopefully the replacement router will arrive today or tomorrow.

 

Thanks

 

Michelle

 

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Message 23 of 56

Oh okay. 

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Message 24 of 56

Yes, I know. I meant if you continue to experience problems with the new router when it arrives


Chris

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Message 25 of 56

This isn't the new router. Its the same router. I haven't recieved the new router. 

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Message 26 of 56

If you continue to experience problems with the new router we'll arrange an engineer visit


Chris

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Message 27 of 56

I'm just not really sure what to make of it? A bit worried it's going to go out again? 

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Message 28 of 56

I don't know, from our side the connection looks stable. You could have a crossed line but you would need a telephone to check this

 

Chris

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Message 29 of 56

And there's still no internet connection?

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Message 30 of 56

Okay the internet has returned??? but I'm kind of wary because this is the second time within the space of about a week that the internet cut off. Any idea as to why that could have happened?

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Message 31 of 56

actually the light has kind of vanished now. no idea why. Originally it was flashing. 

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Message 32 of 56

I don't use the telephone line? I don't have a telephone installed. 

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Message 33 of 56

Are you able to borrow a telephone to check the line. If you have a dial tone could you call 17070 and confirm that the telephone number read back to you is your telephone number

 

Chris

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Message 34 of 56

Orange and flashing. 

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Message 35 of 56

OK. From our side it looks as though the internet connection is up and working. What colour is the light on the router at the moment?


Chris

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Message 36 of 56

No. Im not sure who they’re with but they are different internet providers 

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Message 37 of 56

Are both neighbours with TalkTalk?


Chris

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Message 38 of 56

Is it worth trying to find out if the outages happened  at the same time? 

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Message 39 of 56

OK. I'd see how it goes with the new router and if still not working we can arrange an engineer visit


Chris

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Message 40 of 56

Yeah their internet is also down. I don’t actually know specifically when it happened it might’ve been a day or so after mine went down? We both asked to borrow our neighbours wifi on Tuesday and he mentioned it 

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