No Broadband

[andersaufderhorst]

I have been signed up to talk talk for 5 days, have received and installed the router and have been told my connection is live but I have no internet.  Frustratingly, every time I speak to a talk talk representative they insist we go through the same series of checks and then inform my I need a new router.  I have been told a new router is on the way but have received not router and no acknowledgement of the problem by email. It would be nice to have someone at talk talk at least acknowledge that there is a problem. 

[Chris-TalkTalk]

Hi andersaufderhorst,

I've booked the engineer for tomorrow morning - March 16 2022, AM (08:00-13:00) - please let us know how you get on

Chris

[Chris-TalkTalk]

Hi CateM1,

Welcome to the Community

As Gliwmaeden2 has asked, can you please start your own thread and update your profile and we'll be happy to help
 

Chris

[Gliwmaeden2]

Please start your own thread, @CateM1. Staff only reply to the original poster. 

You need to return to the message board and click on start a topic. 

Also, complete your community forum profile details for Talktalk staff to identify your account. 

Go via your avatar/name; settings; launch profile wizard. 

[CateM1]

I'm having the exact same problem, new customer, all the router does is flash blue white, very annoyed as my previous provider worked fine. please can someone contact me

[Chris-TalkTalk]

Hi andersaufderhorst,

Thanks for answering the security questions. I've sent you a PM requesting a little more information 

Chris

[Debbie-TalkTalk]

Hi andersaufderhorst

I'm just sending you a Private Message to confirm some details so we can arrange the engineer visit.

Thanks

Debbie

[andersaufderhorst]

Dear Debbie,

Yes, please arrange this as a matter of urgency.

[Debbie-TalkTalk]

Hi andersaufderhorst

Thanks for confirming this.

The next step will be an engineer visit to the property. Would you like me to arrange this visit for you?

[andersaufderhorst]

Dear Debbie,

Thanks for the reply.  Indeed, my last two discussions with your colleagues also did not detect any line faults.  To answer your questions:

1) The router appears to be a TalkTalk Wi-Fi Hub Black. I am a new customer and this was sent to me in the last week.  There is no model number on the router or packaging
2) The router is now connected to the test socket.  It was not connected there previously but I have now done so and I still do not have broadband. 
3) Here is a photo of the back of the router:



I look forward to hearing from you. 

[Debbie-TalkTalk]

Hi andersaufderhorst

I'm really sorry to hear this.

I've completed a line test which hasn't detected any line faults.

Can I just check, which router do you currently have? (make and model)

Is the router connected at the test socket at the moment?

Would it be possible to post a photo of the back of your router (where the cables are connected) on this thread.

Thanks

Debbie

[Gliwmaeden2]

I'm afraid that staff are not on the forum at weekends, @andersaufderhorst, so it will be Monday at the earliest before you hear back. 

Thanks for completing your community forum profile details, as that does mean that they can get on with checking things immediately they reach your post.