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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
DANNYRYAN007
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.

ferguson
Community Star

How do you know?

DANNYRYAN007
Participant
Because I was on live chat and they asked me which router I have.
OCE_Debbie
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

DANNYRYAN007
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.
OCE_Debbie
Community Team - TT Staff

Hi DANNYRYAN007

 

Please let us know once this has been completed.

 

Thanks

 

Debbie

DANNYRYAN007
Participant

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

DANNYRYAN007
Participant

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

OCE_Debbie
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

DANNYRYAN007
Participant
I dont. I was not sent one last time I renewed my contract.shall I switch the router back on now.
OCE_Debbie
Community Team - TT Staff

Hi DANNYRYAN007

 

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

 

Thanks

 

Debbie

DANNYRYAN007
Participant
Still nothing my router app is saying it connected but no internet.
OCE_Debbie
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