No Internet - No "Internet" or "DSL" lights on router.

[dal1978]

Is there anything I'm doing wrong? Or could additionally check?

I was suddenly disconnected this evening at around 18:00, my router is on and working in terms connected to devices but the "Internet" and "DSL" lights are off. I've tried another router in a different part of the house and the same lights appeared but still no "Internet" and/or "DSL" lights showing. Nothing appears down in our area and the phone line is working OK.

I checked the network status which is fine and I've raised an issue with talktalk via online chat but other then an open case at 1807 and another update at 1807 to say they are working on my fault (even thought they know very little about it other than Broadband not working) and to check back in a very no descript "few days". 

I'm tethering fine at the moment using my mobile phone on Vodafone.

Any advise would be great! 

Keith

[Mandisa-TT]

I’m really sorry to hear that you and your father still haven’t received any communication from the escalation team. I completely understand how concerning and frustrating this is, especially given how long the service has been down. 
 

I truly appreciate your patience, and I want to reassure you that we are pushing this forward for you. If anything changes on your father’s side in the meantime (missed calls, texts from Openreach or TalkTalk, or any update at all), please let us know so we can make sure nothing has been overlooked.

[Thabile-TT]

Hi there @dal1978. Kindly bear with me as I look into this for you and find out if there is any update.

[dal1978]

My father informs me he has heard nothing yet has another bill to pay!  I appreciate all you are doing to escalate but he has heard nothing.

We've had no service for 31 days and no communications from anyone aince the call 30 days ago staing that an engineer would be coming out. My father was 80 when this all started and he is now 81 will it be fixed by the time he is 82?

When I say fixed we still don't know where the issue lies because we have been told nothing. With me being away at the moment m he has no means to connect to the internet. 

Once I return at the weekend unless we hear from you with regards to a fix date I think will  look elsewhere.

[Philile-TT]

@dal1978 please await an update. 

[Philile-TT]

@dal1978 I will escalate and let you know what will happen from here. 

[Gliwmaeden2]

@dal1978, is your Dad registered for Priority Fault Repair or anything to do with accessibility?

It may be worth looking at this and registering as it might help speed things up a bit:

https://help-centre.talktalk.co.uk/Broadband/Fix_a_broadband_problem/Priority_Fault_Repair

[dal1978]

It's now nearly five weeks and still nothing, I'm away on business next week so my father will be without any internet, this is vital for him as he connects to many of his friends networks so will more or less be home alone. Is there anything you can do to speed up whatever the issues are or would it be better me moving to another provider?

My father was 80 when this started and he is now 81 - will it be resolved by the time he is 82?

If anyone could let him/us know what the problem is at least that might put his mind at rest its just not knowing or being told anything that's so frustrating!

[Philile-TT]

@dal1978 please be advised that such questions are asked when a repair case has been opened. 

[dal1978]

After sending an e-mail to HereToHelp@talktalkplc.com (which clearly is a false description) on 10/02 and a follow up on the 19/02 as I had only an automated reply with the reference number ET-1314778, I had a e-mail today:

Hello

We are sorry to hear you are experiencing some technical issues.

To help us support you as quickly as possible you can either use our online Service Centre Service Status (talktalk.co.uk) where you can;

• Run tests on your internet and phone line, plus get support with your TV.
• Find out if any incidents are affecting services in your local area.
• Receive text updates on service impacting incidents

Alternatively, if you need to speak to one of the team, they are on hand via live chat. Please click the following link talktalk.help/Techchat.
• Are any medical conditions or vulnerabilities in the household?
• Do you have any medical devices or alarms connected

Thank You ,

Nozipho Luthuli
Your TalkTalk Team

It was almost as if NOBODY had read the e-mail I have written. I've replied but expect some automated/computerised/AI response which will not be helpful.

How long at TalkTalk does it take to escalate an issue, investigate and call someone back? What about sending an engineer out to check to see if its anything in the property, the fact this hasn't been done tells me this is a bigger issue.

If you don't want me as a customer just say so and I'll look somewhere else.

[Thabile-TT]

Hi there @dal1978 I understand it can be frustrating waiting when the issue is still ongoing, I apologize this is still being dealt with once we receive feedback we will let you know. thanks for your patience. 

[dal1978]

Hi, Is there any news or hope? Its been escalated for over 5 days and we are slowly approaching three weeks without any internet or help?

Even a complaint which I've raised has never been responded too!

I've still not been advised what the problem is/could be?

[mandisa1-TT]

Hi there @dal1978 We apologize for the delay in response, the issue has been escalated and we are awaiting feedback.

[dal1978]

Hi, Its now day 18 without any internet is there any news or anything I can help with? 

[mandisa1-TT]

The system is not allowing me to proceed with diagnostic checks as it is picking up an order, I have flagged my manager and we have escalated the fault for you. Soon as we receive feedback, I will let you know.

[dal1978]

No, he wouldn't know how plus I dont think we have access to full fibre yet

[mandisa1-TT]

@dal1978 Do you know if your father has recently upgraded to full fibre or has any full fibre order?

[siphosethu-TT]

Thank you for getting back to us, please bare with me and I will get back to you. 

[dal1978]

I'm home now 👍

[mandisa1-TT]

No problem @dal1978, as soon as you pop back let us know or you could have your father contact us instead.

[dal1978]

HI, i was, I've had to pop out but I will be back later. My father is at home.