No DSL connection - My Talktalk is still not connecting 24hr after installation.

[uk69gb]

An engineer installed my Talktalk 65   01/03/22 and advised that the line would connect in a few minutes   ..... but it didn't.  The phone line (which I do not use) has a dial tone.

All I have is a flashing red light (no white). It has been flashing for over 24hr.

I have rebooted at least 5 times with periods turned off too.

Very disappointed - can anyone help me please?

[Chris-TalkTalk]

That's great news uk69gb, thanks for letting us know, apologies for any inconvenience

Chris

[uk69gb]

@Chris-TalkTalk  Thanks for the offer. I had another router send to me but I refused delivery and returned it to sender because another engineer visited on Monday and I am pleased to announce that the fault has finally been fixed.  🙂

The first engineer that (allegedly) installed my line was a sub-contractor (Kelly Group) and he did not even test my line after connecting it. He left me with the amber light flashing advising that it takes a few minutes to connect. The router continued to flash amber for the next 6 days - never a white light, despite numberous reboots, cables/connections checks and factory default resets. Eventually I managed to arrange another engineer visit and this time it was a "real" Openreach engineer named Alan who found faulty connections in the cabinet so he cut out the faulty links and replaced them. Alan was very professional and considerate - he even gave me his mobile number to call if I had further problems - a real gent !

So now I am finally "up & running" as I should have been a week ago.

I have read details of the TT automatic compensation for delayed start of service and I must admit, it seems to be really good - I look forward to receiving my compensation and enjoying my Fibre 65 line in the future.

Thank you to everyone who offered helpful advice.

[Chris-TalkTalk]

Hi uk69gb,

We can send another router to test with, would you like me to arrange this?

Chris

[uk69gb]

Really useful info - Thank you

[Skynet_TX]

Regarding your question about whether your old copper phone line could support Fibre 65, many people have really ancient copper phone lines like yours, as long as a phone is working and sounding clear then you should get a broadband signal too. The Openreach DLM system will automatically adjust your speeds to give you the best speeds possible based on what your line is capable of. If your line could not achieve the guaranteed minimum speed that you have been quoted when you joined then an engineer could be called out to investigate, but the age of the line should certainly not be causing your total lack of connectivity if the phone is sounding ok.

[Skynet_TX]

I'm assuming it was an Openreach engineer that was at your property ?. If so, they are only responsible for the service up to your master phone socket, so they will usually just test things up to that socket, everything beyond that socket is not their responsibility, so they will not generally test other phone wiring in your home (or your router).

There is always a chance there is actually a fault with the router itself, so it may be possible for TalkTalk to send you a replacement router to test with before going down the engineer route, if that is what you would prefer. If you happened to have access to another modem/router that supported Fibre (VDSL) then you could always try that, just to see if that could sync (just to prove if it is a router fault) (these are the settings needed to try to use a non TalkTalk router).

The support team here on the community are probably not going to be around now until Monday, so if you did want to try to get a replacement router sent out to you, or if you did want to accept the potential engineer charges and go ahead with an engineer visit, then you may get faster support from the live chat or calling customer services on 0345 172 0088 during opening hours.

Alternatively the support team here on the community will be able to assist again from Monday morning.

[uk69gb]

@Skynet_TX    The engineer who installed my router did not test it. Why not?

He left in a hurry at 5.30pm  saying that the red light would stop flashing and the router would connect to the internet "in a few minutes" ..... but it never did.

I have rebooted several times.

I have factory reset (for over 10 secs each time) several times.

I have checked all cables, filters, etc several times.

If it is a faulty router or if the engineer did not install correctly, that is not my fault but TalkTalk say they would charge me if the fault is in my home -  i.e. not part of the Openreach infrastructure.  .... and the charges are not small !

[Skynet_TX]

When you factory reset the router did you ensure you held the reset switch in for over 10 seconds ?

If an Openreach engineer is called out and finds that there is no fault on the line then Openreach will charge TalkTalk for the callout. TalkTalk have to reserve to right to pass on some of that charge to the customer, just to cover themselves for situations where a customer has a fault within their own home (that Openreach are not responsible for).

[Michelle-TalkTalk]

Hi,

Apologies, we can't progress any engineer visits without acceptance of potential engineer charges first. If the fault is located and resolved on Openreach maintained equipment then no charges will apply.

Thanks

[uk69gb]

I have no idea where the fault lies on your line.

I have not changed anything at my end.

All I know is that we agreed a contract for TalkTalk to supply Fibre 65. You sent an Openreach engineer to make the connection and it does not work - NO INTERNET CONNECTION WHATSOEVER - 4 days without internet.

You have broken your contract - I do not agree to pay for this error which is not my fault.

[Debbie-TalkTalk]

Hi uk69gb

Thanks for confirming your details.

We have to advise on potential engineer charges before we can arrange the engineer visit.

If the fault is found to be with Openreach maintained equipment then no charges should be applied.

Debbie

[Debbie-TalkTalk]

Hi uk69gb

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

Thanks

Debbie

[uk69gb]

Hi Debbie

Yes please - please arrange an engineer visit a.s.a.p. ... 

Also, I again request you to confirm that a 50yr old copper phone line can definitely support TalkTalk Fibre 65.

Thanks & regards

[Debbie-TalkTalk]

Hi uk69gb

I think we should arrange an Openreach engineer visit to the property to complete further checks.

Would you like me to arrange this visit?

Thanks

Debbie

[uk69gb]

Hi Michelle

Yes, I have tried powering down the modem for a full hour.

Yes, I have tried resetting the router to factory default.

Yes, 17070 returns the number in my account.

One fact I suspect might be causing the problem .......

My contract is for Fibre 65 and my copper wire phone line is at least 30 years old - possibly over 60 years old ! 

Maybe I require a newer grade of phone line ? ...

Please confirm that a 50yr old copper phone line can definitely support TalkTalk Fibre 65.

Thank you.

[Skynet_TX]

...also, did you try ringing 17070 from your landline phone, to check the number it reads back is the number shown in 'My Account' ?

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. I've run a test on the line now which is clear. Have you tried factory resetting the router and then re-setting the router up again? Can you also leave the router powered down for a full 30 minutes please.

Thanks

[uk69gb]

Hi Skynet_TX ... thank you for responding.

Yes - email received - live.

Yes, I have logged into "My Account" and I have added my TT phone number.

Yes, I have tried using the 2nd microfilter in the socket (and in the test socket even though there is no other wiring in my home).

I have checked all cables securely in sockets and I have even tried my own old cable from microfilter to modem (in case the new cable was defective). 

I have logged into the modem to check config, logs, etc. It reports that it is NOT connected.

At no time has this modem connected to the DSL. The amber/red light continues to flash. Never a white light.

The phone line functions but no DSL.

I am angry. Why did the Openreach engineer not check that my connection was live and working? - instead he just left the house saying that it will take a few minutes for the line to connect - but it didn't and now 2000 minutes later it is still not working - just the flashing red light !

I am paying for NO connection whatsoever.

Talktalk, please resolve this problem a.s.a.p. ..... I need the internet.

Thank you.

PS: Luckily, I am still with Virgin Media for a few days more - that is how I am able to contact you now.

Please connect me within 24hr - or confirm to me that it is best for me to seek an alternative ISP because you are not able to supply what you agreed.

Time for me to resume my Virgin Media supply is running out, so please respond swiftly.

Thanks & regards

uk69gb

[Skynet_TX]

Hi @uk69gb,

Did you receive a text/email to confirm your service had gone live ?. Are you able to log into the 'My Account' site to check the status of your activation ?

If you dial 17070 on the landline phone does it read back the correct number (i.e. the phone number shown in 'My Account').

Can you ensure that the cable that connects the router to the phone socket is firmly attached.

Can you ensure that you have used the new cables and microfilter (if required) supplied with your router to connect it to the phone socket.

It would be worth going to the Service Centre to run a connection test on your line, this will indicate if there is currently a fault affecting your service. You can also access this from the ‘My Account’ site.

If your master phone socket has a test socket then you could also try the router in there (via a microfilter), that would then eliminate any of the phone wiring in your home as being a possible cause of the problem.

For one of the TalkTalk Support Team on this community to be able to look into this you will need to update your community profile to include your name, landline telephone number that your TalkTalk service is provided on & an alternative contact number. This will allow them to identify you, and they will then be able to help.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk Support Team on this community can see your profile details).

Then they will hopefully be able to respond to this post tomorrow.