Internet not working

[muzza1411]

Can somebody please help.

My mum's Internet hasn't been working for weeks. Whenever I call talktalk all they ask me to do is reset the router, then send me another one and blame the router saying it's faulty.

Yesterday on live chat somebody said its because the router is not connected to the talktalk network. At this point, after 2 hours on live chat, the conversation was abruptly ended so it's still unresolved.

Before I contact them yet again, can somebody please tell me how to go about connecting it to the network? My mum was a former shell customer. An engineer has to come out twice in the last couple of months and finally got her connected. But now the connection has failed.

Your help is much appreciated.

Thanks 

[muzza1411]

Does anyone know what they mean by connecting it to the network? And how I go about this? I really can't face spending more time on live chat

[muzza1411]

I've spoken to the dedicated migration team on multiple occasions. It's them that keep blaming the router, and send another one out. Yesterday I requested that an engineer be sent out but they now believe it's because the router isn't connected to the network. I don't know how to go about this and am losing the will to live having spent hours on the phone and live chat over the past few weeks 

[ferguson]

Sorry to see this. Unfortunately, the support team here are limited in what they can do at present for former Shell customers. There is supposed to be a dedicated Shell migration support team available via customer services, so do try specifying it is them you need to speak to when contacting them again.