No internet for the past 6 days

[Arsenii]

I have been completely down since Monday.

Wi-Fi connects successfully on all devices, but I am unable to load anything.

Additionally it looks like it occasionally tries to load passwordhelper.blackbaud.net, but failing.

I spent a total of 4.5 hours with support during those 6 days, and was told I will be receiving a call on Wednesday, despite the fact that I specified many times, that phone calls are very inconvenient for me and I am almost never able to pick up during business hours.

And that’s only a phone call, they will probably take another week after that to fix it, which will make it a total of ~15 days completely down.

That’s honestly absolutely ridiculous and probably the worst experience I have ever had with any customer service ever.

[Debbie-TalkTalk]

Hi Arsenii

Some work has been done to resolve this issue but our Network Team will be able to confirm what work has been completed and what else they need to do.

Thanks

[Arsenii]

Thank you, Debbie, but I am really not sure how you contacting me is going to help anything.

I am pretty certain I cannot fix it on my side.

 I am also not able to talk on the phone most of the day as I have pointed out previously.

[Debbie-TalkTalk]

Hi Arsenii

I have escalated this again now and requested that you are contacted ASAP.

[Arsenii]

Well it’s now past 12 and nobody called.

Are you all just ignoring me?

I am sorry, but it’s day 23 of me having absolutely no internet (for which I am still being charged).

[Arsenii]

Okay this is absolutely ridiculous at this point.

I haven’t been called or contacted in any other way once since 16/6.

Do you just have no idea how to fix it?

What is happening?

[Debbie-TalkTalk]

Hi Arsenii

Our Network Team will be calling you today between 10 and 12pm to discuss this further.

Thanks

[Arsenii]

Still unable to load anything.

[Debbie-TalkTalk]

Hi Arsenii

Sorry for the delay. Can I just check, what happens now when you try to connect?

[Debbie-TalkTalk]

Hi Arsenii

Apologies for this.

This has been escalated and is with the correct team to resolve.

As soon as I receive further updates then I will post back on this thread.

Thanks

[Arsenii]

I am pretty sure I have been told this exact thing about 15 days ago.

[Debbie-TalkTalk]

Hi Arsenii

Our Network Team are looking at this and are working to fix this.

I have been advised that we should receive an update within the next 3-5 days.

I will post back here as soon as I receive further information. Sorry for the delays.

Thanks

Debbie

[Debbie-TalkTalk]

Hi Arsenii

I'm just looking into this further and I will post back shortly.

Thanks

[Arsenii]

Tried all of the usual troubleshooting including that already.

[Debbie-TalkTalk]

Hi Arsenii

Ok thank you. Please can you factory reset the router that is currently connected using the pin hole reset for ten seconds?

[Arsenii]

I have tested with my original one and the second one I received.

 I am not able to test with any other ones.

The lights are white, tried restarting and resetting.

[Debbie-TalkTalk]

Hi Arsenii

I'm sorry to hear this.

Can I just check, have you tested with a different router?

[Gliwmaeden2]

@Arsenii, please follow up on this thread for continuity. 

I'll move the new one out of the way, and post the content here:

You have updated us with the following:

"Had no internet for the past 16 days.

Router is live and connectable however shows as “No internet connection”.

Originally I used to get redirected to passwordhelper.talktalk.net, which I am unable to load.

I was on chat and phone with Talktalk a total of 9 times.

I was told I was sent a replacement router on June 13th.

Well I received it earlier today and it was shipper on June 17th.

And guess what - it does work with the news router either.

I am fed up with all the lies I have been told and with nothing actually being done to resolve my issue.

 I am confident at this point that TalkTalk has no idea how to fix it and just keep charging me for non-existent service (4 days ago last time)."

[Chris-TalkTalk]

OK thanks for the update. If you need any further help from to Community team just let us know 

Chris

[Arsenii]

---

@Chris-TalkTalk wrote:

OK thanks 🙂

---

So I have had router off for about 33 minutes, and the issue persists unfortunately.

 I have received a call from TalkTalk, and basically the main idea is apparently that the router doesn’t have the username and password that it needs to access the network.

I have had that router for about 6 months, so it’s a bit of a mystery as to what happened.

Anyway I should hopefully receive a new one this week.

[Chris-TalkTalk]

OK thanks 🙂