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? 

[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. 

[Debbie-TalkTalk]

Hi @Dalecooper1 

Has the router arrived?

[Anonymous]

Hopefully the replacement router will arrive today or tomorrow.

Thanks

Michelle

[Dalecooper1]

Oh okay. 

[Chris-TalkTalk]

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

Chris

[Dalecooper1]

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

[Chris-TalkTalk]

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

Chris

[Dalecooper1]

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

[Chris-TalkTalk]

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

[Chris-TalkTalk]

And there's still no internet connection?

[Dalecooper1]

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?

[Dalecooper1]

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

[Dalecooper1]

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

[Chris-TalkTalk]

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

[Dalecooper1]

Orange and flashing.