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

[Gliwmaeden2]

@Philile-TT, could you clarify whether VOIP is charged extra or truly included (before calls) as for a while there was a £2 charge just for having it?

And this customer's phone number would need to be ported from BT first before adding it as an option if they upgrade to Full Fibre?

It's not a straightforward case.

[Philile-TT]

Please let me know how it goes as we can also offer doing it for you on our side. I can get someone from the customer services team to give dad a courtesy call, and you can also be present to help him make an informed decision. 

[dal1978]

I've tried updating the package but it just freezes on the "Please wait a moment while we process your address information..." stage! Nothing is easy is it 🙂 I'll try later

[Philile-TT]

It will be up to him if he wants to use TalkTalk for landline also. All our packages include line rental, but you use it only if you want to. 

[dal1978]

I've noticed he is on "Broadband Only", so choosing another package will his phone line get transferred? He has BT currently and get's some very good deals. (barely pays for calls!). Also will his phone number change this will be a pain if it does given he has had the same number for over 40 years.

[dal1978]

@Philile-TT - I will give that a go now, I've been meaning to have a look for a while but only just managed to logon properly with him to take a look.

[Philile-TT]

I understand your concern and to resolve this as soon as possible I strongly suggest that he upgrades the current broadband as the package he is on is quite old, we no longer offer this package, so this is also a huge cause in having unreliable internet. 

[dal1978]

@Philile-TT yes (its is son writing now) my mother setup the account some 20 years ago and once she passed away my father just kept on paying it. Him staying with TalkTalk has been a testament to your reliability, I think he has only had one outage (bar this one) in that period and that according to the engineer that came out ended up being a BT issue. This is why him and me have been reluctant to look anywhere else!

[Philile-TT]

@dal1978 I strongly suggest that you change into a new package and with that I will reduce your monthly payments and also a new router will be included at no extra charge as I understand the inconvenience this has caused. 

[Philile-TT]

@dal1978 another thing that I have noticed is that your package is quite old. 

[dal1978]

No

[Philile-TT]

@dal1978 I am sorry to hear that, I will get to the bottom of this. 

[dal1978]

That's why I spoke to support last Saturday because I saw the fault had been resolved and would be closed I think in three days if I didn't get back in contact. All they wanted to do was to get me to call UW! 

[Philile-TT]

@dal1978 Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

[Philile-TT]

@dal1978 thank you for confirming that, I am sorry that this has been ongoing for quite a long time now. The repair case was closed automatically by the system; I will have to open it and advise further. 

[dal1978]

Thanks for your help its very much appreciated. I'm at home all day today. 

[Philile-TT]

@dal1978 please let me know once you are available. 

[Philile-TT]

I am sorry to hear that please refer to your private message to your private messages. The issue was escalated to the service management team I will check if there is an update. 

[dal1978]

Well I think that's me done. Now moving into my ninth day without any internet, no engineer, now explanation, no call from Service Management Centre (now over 72 hours) and with a second weekend without internet or any assistance on the horizon, I think I'll look elsewhere, its a shame having been with TalkTalk since the Tiscali days but I don't know what else to do.

All I would like is an explanation as to what has gone on and when I'm expected to be back online.

[dal1978]

Hi, I want to say I'm surprised but I'm still waiting for a call from the Service Management Centre (I've given them 48 hours since the issue was escalated), and at 18:00 tonight it will be 7 days since my internet light went out due to "maintenance", no engineer, no explanation as to why, no call back nothing. After being a customer for nearly 20 years I feel a little let down, I've remained with TalkTalk because of reliability and support which has been excellent over the years, I've never felt the urge to look elsewhere until now.

Ironically my bill is due on the 9th of which I've received an e-mail for and on top of that I get a customer survey form which states "What matters to you, matters to us. It's why we're listening to more of our customers than ever before".