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No internet connection

Atkinsonsarah75
First Timer
Message 6 of 6

Hi, 

We are two key workers who rely on the internet for work. I’m a home carer and need WiFi to receive emails and my rota for the week as well as relaying important information. We have no internet connection and have tried restarting the router and running a check but neither have helped. I’ve tried to ring but no matter what I say or number I press I can’t get through to anyone. 
Can anyone help? 

many thanks! 

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5 REPLIES 5

Message 1 of 6

Hi Atkinsonsarah75

 

Ive checked the account and cannot see a renewal order on your account. 

 

Did you connect to the test socket?

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Message 2 of 6

Hi, 

We were recently offered a cheaper package as we didn’t use TalkTalk tv and were told our current package would be cancelled and the new package would take over. However I thought it must of been cancelled and the new package hadn’t started. Can you check this for me as I think this may be the issue? Everything else seems to be fine 

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Michelle-TalkTalk
Support Team
Message 3 of 6

Hi Atkinsonsarah75,

 

I'm sorry for the delay in getting back to you and I'll take a look now. I've run a few different tests on the line which haven't detected any faults. Is the voice service ok? Do you have a dial tone?

 

Does your master socket have a test socket? Do you also have an alternative router that you could test with?

 

Thanks

 

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Message 4 of 6

Thank you! 

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KeithFrench
Community Star
Message 5 of 6

Hi @Atkinsonsarah75 

 

I have asked one of TalkTalk's OCEs to pick your thread up and investigate it for you.

The forum is not real-time 24/7 support, so depending on how busy they are & how many are working at any one time, this can take 24 - 48 hrs (excluding weekends & limited cover on Bank Holidays). Alternatively, you can call the call centre or use online chat. The posts are responded to in time/date order, oldest first. So the fewer entries you make on your thread now, the sooner they will pick it up.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they?