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

[dal1978]

Hi nambuso-TT, Yes, my father is almost 81 so I try and deal with as much as I can for him.

[nambuso-TT]

I will perform further diagnostics on this, before I proceed, please confirm if you are contacting us on behalf of your father. 

[nambuso-TT]

Hi there thanks for letting me know.

[dal1978]

@Gliwmaeden2 

Hi, His phone line is with BT, he has a legacy Broadband only service which he pays I think £40 per month, he understands that moving to a new contract is the best way to go but since mum passed away he has been paying for things rather then sorting better offers out through contracts.

He has been loyal and patient but from his perspective nothing seems to being done we still don't know if this is a fault with the infrastructure or something in his property, he understands that moving to a new contract would be the way to go but wants the issue sorted because as we all know this issue can't be related just to that. I'm helping where I can but I can't be with him 24 x 7 at the moment waiting for a call or engineer that when told never happens.

One thing I have started to do is move all his official correspondence over to a non-ISP e-mail address just in case. On and the diggers have been out this week installing fibre in our area although causing havoc with the traffic!!

[Gliwmaeden2]

@dal1978, your father is best waiting for a resolution of the fault if at all possible, as compensation for complete loss of a service is more generous than a refund:

https://help-centre.talktalk.co.uk/Billing_and_Payments/Check_my_bills_and_usage/About_your_auto_com...

Usually we would be exempt from early termination fees only if we have given Talktalk much longer than this to try to sort it, and remembering that you are currently stuck with the Openreach infrastructure: not many alternatives. 

Forum staff and Chat cannot finalise a cancellation  - you'd need to discuss it all on the phone:

03451 720088. 

[dal1978]

Hi, I've been at work today but my father has said he still does not have any internet - 13 days its been offline now.

He has also told me he has had no call from Service Management Centre Case Management team - he has been waiting for over 7 days and no response to his complaint logged yesterday.  If we don't hear from TalkTalk by the weekend I shall be looking elsewhere and then asking for this months fee refunded.

I feel he has  given TalkTalk plenty of opportunity (13 days) to advise what the problem is and either send an engineer out to test or at least call back to advise of the next steps.

[nambuso-TT]

Okay thank you for letting me know.

[dal1978]

@nambuso-TT  Sorry a little typo crept in. When I plugged in the spare router in a different part of the house the the same lights are showing i.e. no Internet.

[nambuso-TT]

As you have mentioned that the internet light are showing when you are using a different router, please confirm if you are also able to use the internet when that router is plugged in.

[nambuso-TT]

I am very sorry to hear this. As @Philile-TT mentioned that the team is working on this issue, you can try to use a different browser to log into your MyAccount.

[dal1978]

@Philile-TT Sadly not, I've tried from his PC, and also a different pair of laptops which have not been used to access TalkTalk before. He has told me he would rather the fault (whatever it is) be fixed before he commits himself to a lengthy contract considering he has just paid for another months service.

If it helps, my father had another brand new spare router which I've plugged into a different part of the house and still on DSL or Internet lights are showing. 

Is there any indication of what work (if any) took place between 17:30-18:00 that evening? From my personal experience, I spent some time working on an Internet support desk things just don't stop without a reason. The one issue he had before and engineer visited and it was diagnosed to have been a BT issue at the exchange (so I was told).

[Philile-TT]

@dal1978 can you please get back to me and advise if the trouble shooting worked. 

[Philile-TT]

@Gliwmaeden2 I have not stated that the changing the package will resolve their current broadband fault, I suggested to the customer that they change their current broadband as they are highly likely to experience such issues because they are in a legacy package, you can find reference of that above. I understand and aware that the customer will use the same line from the cabinet however with previous checks the fault was not in cabinet hence still persist, me advising the customer to renew is part of the best solution so that they do not keep going back and forth with the networks and running checks. A new package will also include a new router that is also updated. In this case even if the router was faulty, we cannot even send a Wi-Fi hub as the package that he is in is not compatible. 

[Gliwmaeden2]

@Philile-TT, sorry, how is simply changing the package going to resolve the technical issue for this customer?

The FTTC line will still be using the copper line from the cabinet to the house.

Has the "no Internet" issue actually been resolved? Can't see mention of it. 

[Philile-TT]

As stated yesterday I can get someone to call and assist with the renewal.  

[Philile-TT]

@dal1978 we are aware of the issues our customers are facing with MyAccount if clearing the cache and browsing cookies and deleting browsing history is not helping please note that the team is working on resolving the issue. 

[dal1978]

I've spoken to my father who can't logon to my account at all, he uses his username and password says "Preparing your dashboard..." and then just takes him back to the login screen.

His confidence in TalkTalk I must say is a little low, and is reluctant having just paid another months payment on the 09/02 to sign-up to anything which involves a contract without getting his current service restored. After all, whether he has a contact or not he believes he is still paying for a service which he can't use. Therefore he would like the following:

1) His current service restored.
2) Access to "My Account" so he can have a look at the new services available to him.

 

[Philile-TT]

@Gliwmaeden2 no worries. 

[Gliwmaeden2]

Thank you, @Philile-TT  - it wasn't specified in the thread!

Good to be clear that it will be Fibre65 FTTC, not Full Fibre65!

[Philile-TT]

@Gliwmaeden2 we are not offering full fibre to this customer, full fibre is not available in his area. He will be changing from a legacy package to fibre 65.