No internet

[Naomi14]

I have no internet connection since Tuesday, the router is not showing any lights for broadband or internet connection although all other lights are on. I have tried turning the router on and off a lot but this isn't working. I haven't been able to get anywhere with the automatic help pages. Is there anything else to do. Thank you. 

[Debbie-TalkTalk]

Hi @Naomi14 

I'm so glad to hear this 🙂

Thanks for letting me know.

I have sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie

[Naomi14]

Hi Debbie

Yes the engineer has visited and it looks like I'm back online now. 

Great service. Thank you so much. 

[Debbie-TalkTalk]

Hi Naomi14

Have Openreach made contact with you today? There are no notes from Openreach as yet.

[Debbie-TalkTalk]

Morning @Naomi14 

The fault has been assigned to a line engineer this morning.

We should hopefully have further updates later this afternoon.

Thanks

Debbie

[Naomi14]

Thanks Debbie

[Debbie-TalkTalk]

Hi Naomi14

This fault is still with the Openreach line engineers, there are no additional updates at the moment.

I will continue to monitor this.

Thanks

[Debbie-TalkTalk]

Hi Naomi14

Thanks for your reply.

I've escalated the broadband fault straight over to Openreach to be investigated by a line engineer.

I will continue to monitor for additional updates and I will post back on this thread.

Debbie

[Naomi14]

Hi Michelle

I don't use the voice service as I don't have a landline so I'm not sure about that. 

[Michelle-TalkTalk]

Hello,

Thanks for confirming. The line test is currently detecting a potential voice fault. Just to confirm, is your voice service also affected? Do you have a dial tone please?

Thanks

Michelle

[Naomi14]

Hi Chris, 

Yes it's connected. 

[Chris-TalkTalk]

Hi Naomi,

Thanks for that. Line  test is passing but showing that the router is out of sync. Is your router currently connected to the test socket? - Your guide to main phone sockets - TalkTalk Help & Support

Chris

[Naomi14]

Hi Chris, 

That is done. 

[Chris-TalkTalk]

Thanks but could you also add either your TalkTalk home telephone number or account number to your Community Profile

Thanks

Chris

[Naomi14]

Hi Chris, 

I have updated my profile. Thanks. 

[Chris-TalkTalk]

Hi Naomi14,

I'm sorry to hear that you are experiencing problems with your service. Can you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris