Service status - Southwest Scotland

[Irene2906]

Our broadband isn't working since Monday morning (24hours plus without service).  TT status seems to be ok on the status page but chat agents unclear on whether the lack of connection is due to domestic router issues or ongoing works affecting Southwest Scotland (DG6 4) area.  Anyone know what the actual status of TT broadband service is local to that area?

[Philile-TT]

@Gliwmaeden2 thank you for the information provided. 

[Philile-TT]

@Irene2906 thank you for the confirmation. 

[Gliwmaeden2]

@Irene2906 the default settings should be stuck on the back of the phone.

You log in with these and can change them back to your own. 

[Irene2906]

We are back online now - I think that the box reset suggested by the Chat agent last night means all the previous router settings (network ID, password etc.,) are gone so we are just connecting directly to the router box.  Can only assume it's our box and not a neighbour's connection though.

We'll have to take up the next Talk Talk offer to get back into contract and get some new equipment the next time they get in touch.

[Philile-TT]

A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 6 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

[Irene2906]

Yes, reachable by that landline number in profile but not very techie minded - son usually handles this stuff but he is located in England while I'm in Scotland!!

[Philile-TT]

Are you currently at home? 

[Irene2906]

There's still nothing connected this morning (Wednesday).  Been offline since Monday morning 10am.   Couldn't get a straight answer from the Chat staff whether there were ongoing works affecting our immediate area after doing all the router resetting etc.,   The router is a 12+ year old D-Link box provided by Virgin Media when we originally took out the contract - subsequently Talk Talk was given the contract and it's been working ever since.   Been working fine for years.  Seems a bit coincidental that it gives up the same weekend of severe weather though.

(Added customer number to Private notes field - only have TT Broadband, landline service is with another provider)

[Philile-TT]

@Irene2906 Are you still having issues with your services? 

[ferguson]

And there is in fact a notice on the Service Status Dashboard to that effect presently. 

[ferguson]

@Irene2906 

Is it possible your service has been affected by the severe weather up there over the last couple of days?

[fr8ys]

Hi,
You are in the staff's queue for a response.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and the support staff can view.
Please post back when done.
Thank you