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 · Accepted solution]

Thanks Looji, I'm happy to help, I can't take all the credit though, my colleague on the Product Team managed to finally resolve the problem 🙂

Chris

[Divsec]

@Looji but dont forget your wifi connected devices will need to have the new wifi ssid  and wifi  password.

@Chris-TalkTalk brilliant job!

[Looji]

Hi Chris

Thank you. You have all been great on the community hub, I can’t say the same for the service centre . I wish I’d come on here sooner. Thanks so much for fixing it- you are a star ⭐️ 

[Chris-TalkTalk]

That's great news, thanks for letting me know, an no you don't need to change any passwords now 🙂

Chris

[Looji]

Hi Chris

Thank you so much- it appears I now have access to the internet again! I can get in through my phone- just need to check my work computer . I can still log into the router using admin as the user name- do I need to change any passwords or anything?

[Chris-TalkTalk]

OK, how's that looking now, could you please retest and let me know how you get on

Chris

[Chris-TalkTalk]

Sorry, no update yet. Yes once the username and password is sorted you should have an Internet connection

Chris

[Looji]

Hi Chris

Any updates yet? I organised my own open reach engineer to come this morning to check my landline through by which is all fine. He said that it is not showing any broadband connection to my house - he say there is no routing for broadband- the wifi is there but there is nowhere for the data to go at the server end- it’s as if it needs switching on. I presuming that if the passwords are sorted that this is what will switch it on?

[Chris-TalkTalk]

OK thanks, I'll get back to you in a minute 🙂

Chris

[Looji]

Hi Chris

I’ve done that and now switched back on.

[Chris-TalkTalk]

OK thanks. Could you just try switching the router off again but leave it off for 5 minutes, then let me know when you've switched it back on

Chris

[Looji]

Morning Chris

The last 3 numbers are 173

[Chris-TalkTalk]

Morning Looji,

Could you take a look at the label on your router and give me the last 3 digits of the router serial number 

Chris

[Looji]

Hi Chris

Thank you, I hope so too. Shall I wait for you to get in touch tomorrow?

[Chris-TalkTalk]

Just a quick update, We've been trying to communicate with your router to manually update the username and password but unfortunately we've been unsuccessful. We'll take another look at it tomorrow, I'm sorry it's taking so long to resolve but hopefully we'll get to the bottom of it soon

Chris

[Chris-TalkTalk]

OK thanks. Just a sec, we're seeing if we can do something from our end. I'll get back to you in a few minutes

[Looji]

Hi Chris

I've done that now

[Chris-TalkTalk]

OK thanks, can you switch it off and leave it off for a couple of minutes then switch back on and let me know when you've done this

Thanks

Chris

[Looji]

Hi Chris

Yes I do still have it connected 

[Chris-TalkTalk]

Hi Looji,

Just to confirm, do you still have the new router connected?

Chris