No Internet or dial tone on house phone

[Natalie123]

Hi everyone 

I have had no dial tone on my phone or Internet service for a week now. 

I work in the health service full time and can't run through all the tests each time I get connected to someone on the live chat. I cant use my laptop or ipad to do anything related to work. 

I spoke with at least 3 different agents only for them all to run exactly the same tests and get me to do all the same checks. 

I have done everything they have asked me to do including resetting the router, switching the power to the ONT box off and on again, switching the router off for 20 mins and I even went a bought a new ether net cable.  Nothing fixed the problem. 

They finally said it was my router that must be faulty and sent me a new one. Was also told I had to post back the old one or I would be charged. 

I have connected up the new router this evening and nothing has changed. I still have no dial tone on my phone and my Internet not working. The light on the router just keeps flashing amber off and on.  

Really frustrated and don't want to spend the next 3 nights after work trying to explain this all again to different agents, doing all the same tests and checks to still be stuck with the same problem. 

Can they not just send an engineer to fix this? 

Any help or advice is much appreciated 

[KeithFrench]

Hi @Natalie123 

@Mandisa-TT has asked me to help you. Whilst this could be a line fault, it could also be a configuration issue with your router. What make/model of router do you have now?

[Mandisa-TT]

@KeithFrench any advise on this?

[Mandisa-TT]

Hi @Natalie123 thank you for bringing this into our attention, I know how frustrating this can be for you. @KeithFrench any advise?

[blodwynblod]

hi , Gliwmaeden2 does really good work on here probably saved many talktalk customers! having no dial tone on the phone  with a flashing orange light means it's probably a line fault this is the problem with the new setups no connection  = no phone AND no internet you should have three green lights on the ont box , if you have no lights there is little you can do other than check the connections maybe even the exterior cable; is the ethernet cable from the ont box plugged into the wan socket on the router? 

Blodwyn

[Gliwmaeden2]

Staff will be on here during the day, @Natalie123.

However, they will usually direct you back to phone support with the Full Fibre team. 

It will help them identify your account if you complete your community forum profile details. 

Go via your avatar; settings; add your Talktalk phone number or account number in Personal Information. Scroll down further to SAVE CHANGES. 

You will need to be at home to help them run checks. This could be any time between approximately 8am and 6pm.

If it needs an engineer, you'll be asked to accept potential charges.