No internet- day 10

[Looji]

I’m at my wits end. I work from home so have had to take a weeks leave. First of all said my router was the problem- charged me for a new one but still no internet. Booked an engineer to come- nobody turned up- according to the system they came and set up my equipment- they must’ve been a ghost then! The message confirming the booking said I would be charged £65 if I wasn’t home for the visit- does that mean talk talk will pay me £65 then as nobody came??. I have rung or done a chat every single day only to have to go through the same thing over and over and being told something different every single time . There was only one person who seemed to know what he was talking about and explained things clearly- he said there was a cloak around my internet which is why it wasn’t working and why he booked an engineer. Oh and then this evening, over an hour on a chat again in the process of booking another engineer and it went off- nobody rang me back.This service is appalling- can somebody please just fix my internet .

[Chris-TalkTalk]

Admin is the user name for the router, you don't need to change this, you need to change the broadband username and password. The broandband username should be showing as 01warehouse, can you see this?

Chris

[Looji]

Hi Chris 

I have tried that- I went into the router- internet settings- advanced internet settings then system management. The user name shows as admin with no option to change it, I can only change the password. Are you able to change it at your end for me at all ?

[Chris-TalkTalk]

You can change the router username and you can change the broadband username. It's the broadband username that we need to change

Have you tried Karl's suggestion  "It's usually under >   Internet Settings >  Manage advanced settings,  Continue on the pop-up box.

Look under connection settings."

Chris

[Looji]

Hi Chris 

There was absolutely no where to change the user name- I have looked everywhere, only the password. Someone on the phone has since told me it’s not possible to change the router username . 

[Chris-TalkTalk]

Did you change your broadband username in your router as it was showing as being correct but is now back to 01warehouse?

Chris

[Looji]

Hi Chris

i still have no access to the internet and would really appreciate your help- I’m desperate!

[Chris-TalkTalk]

Hi Looji,

'Admin' is the router username, you can change it but it won't resolve the problem as you need to change the broadband username and password. Having said that it looks as though you've now changed the username at least, so could you please let us know where you are up to and if you still need assistance

Thanks

Chris

[Looji]

Hi Karl, if you are on here on Monday could you please help me with my internet issue from where it was on Friday. I have spent all weekend talking to various people at the service centre and even though I told them what you said the issue was they insisted they I reset the router which as you said didn’t work. I am desperate now, this is 12 days and I should be back at work tomorrow and I don’t know what I’m going to do. The stress this is causing is unbearable 

[Looji]

@Divsec  I feel like I can do it with my eyes shut I have looked so many times lol! I rang the call centre tonight again and before I got cut off the person said it was not possible to change the user name only the password so I’m not sure what is correct now

[Divsec]

I agree he is a super star. Have you tried for the 100 th time to find the menu?

[Looji]

@Divsec  Thank you for replying. Karl has been the only person that has made any sense in the 10 days that I have been trying to fix it 😫

[Divsec]

Hi @Looji unfortunately you have run into the weekend. Sadly I don't have the same router as you so it is frustratingly difficult to guide you to the correct part of the router user interface. If Karl has said it is possible then 99% sure it  is! Log back into the router and look around  for advanced settings.....

[Looji]

I have just rung the service centre as I need this sorting for work on Monday. 40 minutes on the phone and cut off- again! Can somebody pleeeeeeese help me

[Looji]

Hi

is there anybody still able to help me please? I’ve managed to change the router password but cannot see anywhere at all to change the router username

[Looji]

Hi Karl

i have now managed to change my router password. Do I also need to change my router user name from admin? Are you able to check that I have changed it correctly please?

[Looji]

Hi Karl

i have looked everywhere and cannot find connection settings or even anywhere I can change it

[Karl-TalkTalk]

 Hi

It's usually under >   Internet Settings >  Manage advanced settings,  Continue on the pop-up box.

Look under connection settings.

Thanks  

Karl.

[Looji]

Hi Karl

im really sorry- I can’t see anywhere that says 01 warehouse or where I change it- I can only see the wifi network and password 

[Karl-TalkTalk]

 Hi

Do not change the routers WiFi username / password and do not change the Router Admin password - these are the ones that you use to connect to the router.

You need to update the username / password that the router uses to connect to the internet.  These will current be set to 01Warehouse.

You need to change this username / password to the one you got from the phone number.

Thanks  

Karl.

[Looji]

Hi Karl

Fantastic- that worked- I have logged into the router use the info on the back of the box. Do I now need to change it to the user name and password that I got when I rang the number you gave me as they are different?