No wifi since monday! 5days!

[Talker99]

WiFi router dropped Monday evening. Called TT and after tests they booked engineer. He came to look this morning. No fault on the line, its the router that us faulty. He sent a report on his phone and advised me to call TT so another router can be posted today to arrive tomorrow as 5 days with no Internet and intermittent 4g it's been awful. After an hour on the phone they won't send a replacement router out till they've had the engineer report, which I saw him send. I was asked to call back again this afternoon what on earth!? It's TT router that is faulty, I've taken time off work and I have to go through the whole hour call on the phone again...just send the replacement router this is ridiculous. 

[Talker99]

Thanks Debbie will do 

[Debbie-TalkTalk]

Hi Talker99

I'm really sorry to hear this. If you create a topic here Billing - TalkTalk Help & Support then my colleague Arne can take a look at this charge for you.

Thanks

[Talker99]

Just had an email saying we are being charged for the engineer visit. I have it on a chat we were not being charged for this and despite it being the router being faulty you want to take £97 from us when we have has no wifi. Unbelievable. Quite shocked. This engineer charge needs to be refunded ASAP. This is already a complaint case and now this....

[Michelle-TalkTalk]

Hello,

Thank you.

Thanks

[Talker99]

Thanks will try this 

[Michelle-TalkTalk]

Hi,

The line test is now clear so it's possible it could be the router. Could you try factory resetting the router and then re-setting this back up again please. If the light on the router is still red following this, then I think we should send the replacement router.

Thanks

[Talker99]

Hi thanks, ah OK I just saw it and thought it may be something.... 

Just to clarify we have already had an engineer visit who said the line was fine, we have already had a replacement router sent, and still no joy.

Happy to have another one sent, but it doesn't get us back on WiFi now. 

It is all still set up in the test socket in case you want to run more tests.

It's been around 2 weeks now of no wifi or now tv sports....

If you want to send another router please do, but please also run tests from there as we are still left with no wifi and can't take another half day off work for a second engineer to visit.

Thanks 

[Michelle-TalkTalk]

Hi,

We can't check the firmware if the router won't connect. Would you like us to send another replacement router for testing purposes before we arrange an engineer visit?

Thanks

[Talker99]

Hi just a thought, I've read TT is rolling out firmware on these routers around now, wonder if that could be something to do with it? Still no wifi today so unable to wfh 

[Michelle-TalkTalk]

Morning,

Thanks for trying this and I'm sorry that there has been no change. If there is no connection at the test socket with 2 different routers, then the only option we have is to arrange an engineer visit to the property. If you would like to go ahead with this, then please let us know and we can confirm some details with you to arrange this.

Thanks

[Talker99]

Thanks for the guide  we followed it and put the router in the test socket via the microfilter. I am afraid it is no different and still slow flashing orange. We have already had an Engineer out who said the line was fine, he tested it on a few devices, and we have had a replacement router, so what option is there now as we still have no wifi service and need it desperately?

[Michelle-TalkTalk]

Hi,

Ok thank you. I've also included a Help Guide below,

Your guide to main phone sockets - TalkTalk Help & Support

Thanks

[Talker99]

Thanks I can have a look later properly as the socket is behind furniture...I'll see if I can find a test socket. It's the socket with an Internet port and phone port at the front but I will try and open up the socket later in. I know what you mean, we have indeed had a replacement router sent already. The engineer who came said the line was definitely fine, he did a number of tests on it, and said it was the router, but I'll have a loom at the socket later to see if there's a test one inside 👍

[Michelle-TalkTalk]

Hello,

Would it be possible to connect the microfilter, router and phone at the test socket so we can re-run the line test again please? If the same fault is detected, then the only option we have is to arrange an engineer visit if 2 different routers have already been tested.

Thanks

[Talker99]

Hi Michelle, thanks there's no fault on the line as such ad the engineer has been out already to check the line and he confirmed the line is fine. I switched the router off this morning as it was just flashing red constantly. We still have no wifi or sky sports. The router goes into the Internet port on the main socket and the phone landlines goes in to the phone port. It's a new socket as the outreach man who came out upgraded it as it was an older outreach socket, but both sockets meant the same flashing light. He said the line was totally fine and that it was the router. We've had a replacement router and again we have no wifi. The WiFi came back for a couple of days but as of yesterday afternoon its been flashing red again. We cannot be without WiFi as work from home and pay 30 odd pounds a month and literally have no wifi. No now tv sports either.  I will leave the router on again this afternoon for it to flash red. 

We really need wifi back 

[Michelle-TalkTalk]

Morning,

I'm really sorry to hear this. I've run a test on the line which has detected a potential fault towards the property. Just to confirm, does your main socket have a test socket please? If it does then could you confirm if the router is connected to the test socket at the moment?

Thanks

[Gliwmaeden2]

Staff will be back in the morning, @Talker99 - there's no cover on the forum usually at weekends. 

Hopefully they will get back on your case asap.

[Talker99]

Just confirming we have had no WiFi all evening. Same red flashy light on this replacement router and no fault with the line. It needs to work, we are not getting the service we are paying 30 odd pounds a month for

[Talker99]

Hi the replacement router has failed tonight, flashing red. We've turned it on and on and no wifi at all now, just flashing red.

We had no WiFi for a week,

Had an engineer come out via talktalk who tested the line and nothing wrong with it, he said its the router.

Had a replacement router delivered.

Now it's no wifi again. 

No major noise on the line.

No equipment disturbing it ie cordless phones.

All we have in it is the broadband cable connecting it to outside, the yellow talktalk wifi plug and the power cable.

Can't even change the wifi band as that can knly be done with wifi on not on 4g.

Seriously bad now.

What on earth is going on?! Is there a network failure in Kent?

[Talker99]

Hi Chris seems OK since my last message... fingers crossed 🤞