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]

Yes please. If the connection remains stable in the test socket but isn't when connected to the face plate then it looks as though it's a fault with the faceplate

Chris

[Dalecooper1]

Okay so i'll just leave it in? What are next possible steps from there? 

[Chris-TalkTalk]

OK thanks. Could you just leave the router connected to the test socket over the weekend and we'll check in with you again on Monday to see how it's been

Chris

[Dalecooper1]

No, there are no wires connected to it.

[Chris-TalkTalk]

When you removed the master socket faceplate is there any wires connected to the faceplate?

Chris

[Dalecooper1]

I don't believe so? 

[Chris-TalkTalk]

So you have the master socket with a telephone and broadband port, with just the broadband port in use? You have no other telephone extension sockets in your home?

Chris

[Dalecooper1]

Just the one and it's not in use? 

[Chris-TalkTalk]

Glad to hear it's back on. How many telephone sockets do you have?

[Dalecooper1]

The connection is back on. Which I am not sure what this means in terms of the possible fault in my home? 

[Dalecooper1]

Hi Chris,

Apologies I didn't see that message. The internet has been coming on and off again. I've put in the microfilter and the  light on the router is currently white. I am not totally sure how long I need to leave it for but the video said five minutes at least? 

[Chris-TalkTalk]

Hi Dalecooper1,

Have you tested at the test socket as ferguson has asked?

Chris

[ferguson]

And have you tried connecting at the test socket behind the master socket. You will need to use a plugin microfilter.

https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432

[Dalecooper1]

From the router to the master socket? 

[Dalecooper1]

To the telephone socket yes but I don't have a phone hooked up? 

[Chris-TalkTalk]

Sorry, do you mean the ADSL cable, the cable that runs from the router to the telephone socket? A network cable is an Ethernet cable which is used to connect devices to the router

Chris

[Dalecooper1]

Karl, apologies its the network cable. 

[Karl-TalkTalk]

Hi

Can you confirm which cable - is it the electrical power cable to the router you are referring to or the network cable from the phone socket to the router etc.

Thanks  

Karl. 

[Dalecooper1]

Apologies its the grey router for the internet. 

[Debbie-TalkTalk]

Hi @Dalecooper1 

Is this the power cable to the router?

Would you like me to send a replacement router?