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TALK TALK. TV ISSUE AND POWERLINE AND MODEM

slaw1963
Chatterbox
Message 11 of 11

in July I received an replacement router  -HG635 as I was being upgraded to fibre.  All worked after upgrade but now my TalkTalk TV subscription channels are unavailable and my Talktalk box is not connected to the internet.

 

My powerline adaptors are not syncing - despite factory reset, reset pairing etc. (all steps in powerline troubleshooting guide - they are talktalk branded).  Mains power on both, the one connected to tv box has no other lights illuminated at all (previously fine) whilst the one from my router has mains power and Ethernet lights both illuminated.  Neither has any Powerline light activity.  These have also previously been fine.

 

 In addition my router’s TV light remains unlit.  On the TalkTalk service status pages  it states my router also needs updating - and has done since delivery.  Hardware version is G1.01 and software version is V1.13t. Otherwise internet works well. Unclear if this is one issue having a knock on effect or 3 seperate issues.

Slaw
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10 REPLIES 10

Message 1 of 11

Hi

 

Sorry, It's a little late to stop this, but you can send it back 🙂

 

Thanks  

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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slaw1963
Chatterbox
Message 2 of 11

not sure if too late to stop talktalk box being sent - yesterday morning mine suddenly started working again - connects via powerline plug and modem showing TV light and I have access to my subscription channels. 

Slaw
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Message 3 of 11

Hi

 

i'll get a TV box out to you and see if this is the issue.

 

Thanks  

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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Message 4 of 11

I have just tried connecting the talk talk box directly to the router and the ethernet connection light does not light up. Connecting the ethernet lead back into the powerline adaptor causes the router ethernet light to illuminate again. Problems seems to be talktalk box? which was recently updated

Slaw
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slaw1963
Chatterbox
Message 5 of 11

I have received replacement powerline adaptors and set them up but one connecting to talktalk box shows no ethernet connection.

 

I have reset the box, and stupidly did a factory reset, but as there is no ethernet connection I cannot set it up.  

 

I connected my laptop to this powerline connector and this showed an ethernet connection and allowed internet surfing, so powerline issue is resolved.

 

problem now with Talktalk box and router TV light remains unlit

Slaw
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Message 6 of 11

You're Welcome 🙂

 

Regards 

Karl 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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Message 7 of 11

Thank you

 

Slaw
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Message 8 of 11

Thank you

Slaw
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Karl-TalkTalk
Support Team
Message 9 of 11

Hi slaw1963

 

I'll get a set of adapters out to you and see if this helps.

 

Thanks  

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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KeithFrench
Community Star
Message 10 of 11

The PLAs sound like they are the cause of all of your problems. I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday), but if more urgent you can always try the Service Centre. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk have responded to you, otherwise, this will just put you further down the queue.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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