Internet down

[Dalecooper1]

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? 

[Chris-TalkTalk]

Hi Dalecooper1,

Have you tested with a 2 router? If you have then we'll need to arrange an engineer visit

Chris

[Dalecooper1]

It isn't switched off ? 

[Debbie-TalkTalk]

Hi @Dalecooper1 

Powered down means switched off.

[Dalecooper1]

What does it mean by powered down? As in it's just not plugged in? So far I've got the router just flashing and blinking. I'm not sure if the set up is incorrect? 

 

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. I've run a test on the line now which hasn't detected a fault, however it's showing that the router is powered down. Do you still have an alternative router that you could connect please? Is the router currently connected to the test socket?

Thanks

Michelle

[Dalecooper1]

It was doing all good! Internet went down again recently. I've got the new wifi router set up but I am having issues with the connection flashing and blinking. Unsure on what's happening with this. 

[Michelle-TalkTalk]

Morning Dale,

How are you getting on? How has your connection been over the last 48hrs?

Thanks

Michelle

[Debbie-TalkTalk]

Hi Dalecooper1

If the same fault occurs again with the replacement router then the next step will be an Openreach engineer visit.

Thanks

Debbie

[Dalecooper1]

yeah of course. Was concerned it might be a problem if I switched but I have no idea. 

[Debbie-TalkTalk]

Hi Dalecooper1

If you do experience any issues then please can you try the new router.

[Dalecooper1]

I will. Would you suggest trying the new router. if that doesn't work then....further investigation may be needed? 

[Debbie-TalkTalk]

Hi Dalecooper1

If you do experience any further issues then please can you post back here and let us know.

Thanks

Debbie

[Dalecooper1]

Yes. it came back on randomly... I am not sure what to make of it or if it'll go out again....

[Debbie-TalkTalk]

Hi Dalecooper1

Has the connection been working ok over the last few days?

[Dalecooper1]

I haven't? I kind of felt a bit nervous about messing with the wifi after it came up again. 

[Debbie-TalkTalk]

Hi Dalecooper1

Have you connected up the replacement router?

[ferguson]

It would just easily rule out/identify a potential problem. Anyway, has the connection held up over recent days?

[Dalecooper1]

I don't think so??  I could try ask a neighbour when they're in? But doesn't feel super likely? 

[ferguson]

Is it possible for you to borrow a telephone handset to check if you have a crossed line?

[Dalecooper1]

Yes I recieved the new router yesterday. I haven't actually attempted to switch it.