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Unable to connect to the internet

BobMcN
Popular Poster
Message 7 of 7

I have been unable to connect got the internet all day.  It started yesterday, disconnecting for about 10 minutes, now there is no connection.

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6 REPLIES 6

Michelle-TalkTalk
Support Team
Message 1 of 7

Hi BobMcN,

 

I'm sorry to hear this and I'll take a look now. I've run a test on the line which has detected a potential fault. Are you experiencing any issues with the voice service such as noise on the line or no dial tone?

 

Does your master socket also have a test socket?

 

Thanks

 

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Message 2 of 7

I have asked one of TalkTalk's OCEs to pick your thread up and investigate it for you.

The forum is not real-time 24/7 support, so depending on how busy they are & how many are working at any one time, this can take 24 - 48 hrs (excluding weekends & limited cover on Bank Holidays). Alternatively, you can call the call centre or use online chat. The posts are responded to in time/date order, oldest first. So the fewer entries you make on your thread now, the sooner they will pick it up.

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? 

Message 3 of 7

The device was unable to connect to the internet, verify the following

 

“check that your login credentials are correct. “  They are correct.

 

”check that VPI, and VCI settings are correct”. They have not changed.

 

”check if your ISP has a problem”

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Message 4 of 7

As you have a 3rd party router that I am not familiar with, please can you tell me what the documentation says for this red flashing light?

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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Message 5 of 7

It’s a Netvear DGN2200v3, running firmware version V1.1.00.25_1.00.25

 

all the the lights are green. Sort fron the connection status, which is flashing red.

 

irs a wired connection 

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KeithFrench
Community Star
Message 6 of 7

Please can you elaborate by answering these few questions:-

1. What make/model of router do you have (if this is a TalkTalk router, these details will be on a label on the rear or underside of it) and what firmware version is it running?
2. What is the exact status of the lights on the front of the router when this happens?
3. If you have any wired connections, are they affected in the same way as wireless ones?

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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