No internet

[Massey71]

I have no Internet and am unable to log into my account to action anything as it says dye to technical issues you can't log in. Im in Cambridge is anyone else experiencing this and any advice on solving it would be great as I work from home and am unable to access Teams.

[Massey71]

When will this be?

[kanya-TT]

No problem we might be required to send an engineer.

Kanya

[Massey71]

No changes so far

[kanya-TT]

Alright, we are now attempting to sync your connection. Tell us if you notice any changes on the router. 

Kanya

[Massey71]

Yes, it's all back 

[kanya-TT]

Please reattach your faceplate back onto the master socket.

Have you been able to successfully re-attach the faceplate to your master socket?

kanya

[kanya-TT]

Thank you let's wait now for it to run, so that our systems may make a study of your equipment. It will take roughly 4 mins.

Kanya

[Massey71]

Done

[kanya-TT]

Thank you, connect your router to the microfilter then connect the filter to the test socket on the wall.

Kanya

[Massey71]

Ok, done that

[kanya-TT]

I'll now need you to remove the faceplate from your master socket.

• Remove microfilter from front of the socket

• Using Phillips(cross head) screwdriver, remove screws from faceplate

• Gently pull the faceplate towards you, take care if you have any telephone extensions they will be connected to the back of this plate

• With the faceplate removed you will see that on the right hand side that there is another socket (this is called the test socket).

Kanya

[Massey71]

Yes.

[kanya-TT]

That's good. Does the faceplate have screws on the front?

Kanya

[Massey71]

Yes, a microfilter is attached.

[kanya-TT]

Do you have a microfilter?

These would be supplied with the router so may be in the box if you still have it.

Kanya

[Massey71]

1. 

• Checked and setup already correct

2.

• No other devices connected to the telephone line

[kanya-TT]

1. Ensure the TalkTalk router is securely connected to the data (computer) port of a microfilter, and the microfilter is then connected to your master telephone socket.

• Checked and setup already correct
• Corrected setup - Service now working

2. Ensure any devices connected to other telephone sockets in your house are connected to a microfilter, which is then connected to the telephone socket

• Checked and other devices are connected through microfilters
• Connected microfilters to the other devices
• No other devices connected to the telephone line
• Don't have enough microfilter to correct the setup

Kanya

[kanya-TT]

Okay so @Massey71, The line test indicates there is a problem with how your Broadband equipment is connected to the telephone line. We'll need to check the setup to ensure it isn't causing the fault you're experiencing.

Kanya

[Massey71]

No.

[kanya-TT]

Okay thanks. Does any of the equipment appear to be damaged?

Kanya