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Need help?

I have no internet and they wont fix it because i have a asus router

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12 REPLIES 12
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Participant

Can someone please help I have had no internet for over 24 hours now and they wont fix it without a talktalk router even though I know it not my asus router at fault.

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Community Star

How do you know?

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Participant
Because I was on live chat and they asked me which router I have.
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Community Team - TT Staff

Hi DANNYRYAN007

 

I'm sorry to hear this.

 

I've completed a line test which hasn't detected any faults. Please can you power down your router for a full 30 minutes and let us know once this has been completed?

 

Thanks

 

Debbie

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Participant
Ok I will do this now. Also I have done a fault check on my account it says that there is a fault and it is being looked at.
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Community Team - TT Staff

Hi DANNYRYAN007

 

Please let us know once this has been completed.

 

Thanks

 

Debbie

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Participant

Yes I have power it down for over 30 mins now.

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Participant

@OCE_Debbie  I have powered down the router now 30 mins what do you need me to do next.

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Community Team - TT Staff

Hi DANNYRYAN007

 

Thank you. Do you still have the TalkTalk router? (just for testing) I can then escalate this fault if it's still present.

 

Debbie

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Participant
I dont. I was not sent one last time I renewed my contract.shall I switch the router back on now.
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Community Team - TT Staff

Hi DANNYRYAN007

 

Yes please. If you are still unable to connect then please let us know.

 

Thanks

 

Debbie

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Participant
Still nothing my router app is saying it connected but no internet.
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Community Team - TT Staff

Hi DANNYRYAN007

 

Thanks for your reply.

 

As the line test is not detecting any issues I can send a replacement router for testing, would you like me to arrange this? 

 

Thanks

 

Debbie