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No internet for 2 weeks

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sonya94
Team Player

Been without Internet for two weeks now. Had alot of problems with our Broadband going off for a few days at a time but eventually coming back on. Just accepted this as normal but It's been 2 weeks now. Done all the usual troubleshoot stuff nothing has helped. Logged into my TT account did a test and it says a fault has been detected with my Broadband. On my Huawei HG633 router there is no Broadband or Internet lights and they have remained off the whole time while having these issues.

KeithFrench
Community Star

Sounds like a possible line issue to me. I will ask 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 & 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, TT 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 mark it as the Best Answer.
OCE's and Community Stars - Who are they? 

sonya94
Team Player
Thought as much and thanks Keith
Community Team

Hi sonya94,

 

Sorry to hear you're experiencing problems with your service. Is your telephone service working OK, do you have a dial tone?

Chris

sonya94
Team Player

We don't own a house phone but we have borrowed our friends phone and everything seemed fine. No crackling or anything like that.  

Community Team

OK, thanks. Can you confirm that you experience the same issue with your router connected to your Test Socket if you have one.

 

Have you tested with a second router? We can send one if needed

 

Chris

 

 

sonya94
Team Player

Yes I've had it connected to the test socket for days at a time on and off and makes no difference. I've reset the router a good few times over the two weeks and even left the router switched off for 24hrs a few times. Nothing has helped so far. It's probably been connected as normal for about 4 days but still no broadband. We don't have another router so please send one.

Community Team

Hi sonya94

 

The replacement router is on its way, please allow 24-48hrs for this to arrive.

 

Let us know how the connection compares with this router.

 

Thanks

 

Debbie