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New customer, no internet connection

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11 REPLIES 11
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Chatterbox

I was supposed to go live before midnight of the 30th April, but the orange light on the router was still blinking the next day. I went on the TallTalk website to see what might be the problem and found that if the previous internet provider was Virgin Media, which it was, I would have to contact them.

 

I contacted Virgin media and they told me to contact the new internet provider. I can't seem to find any contact number for talktalk so don't know how to get this issue sorted out. 

 

Any help would be greatly appreciated!

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First Timer

I have the same problem but with a new connection (no previous) vendor on the line.

Kind regards, Ryan
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Philosopher

@Ryan000 

 

Please start your own topic if you require support.

 

You cannot piggyback on another member's thread.

Martin
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Philosopher

@F5ifi 

 

The only reason to call Virgin is to cancel their service.

 

When TalkTalk provide a service, they do so over completely different infrastructure and joining TT does not automatically cancel any Virgin contract.

Martin
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Chatterbox

Hi Martin,

 

The Virgin Media contract was cancelled by the previous tenants just recently, but I do not know how to get the TT connection working.

 

I tried calling TT but could not get through to a human, the robot was unable to provide any help. 

 

What steps are normally taken when a switch like this happens?

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Community Team - TT Staff

Hi F5ifi,

 

Can you please update your community profile to include your:

 

  • Telephone number

We'll then be able to look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated. 

 

Thanks,

Ben

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Chatterbox

Hi Ben,

 

I have updated my number on my profile. For phone number, I have entered the TalkTalk number, however I have no phone to receive calls on this number. Under "Alternative number" I have entered my mobile number.

 

Please call me on my mobile number and not the TalkTalk landline number.

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Community Team - TT Staff

Hi F5ifi,

 

Thanks for doing that. We only ask for you landline number so we can run diagnostics on the correct line.

 

I've taken a look and can see the router is not in sync currently and the test suggests that it is not connected up to the master socket. Your router will need to be plugged into a BT telephone socket as connecting to a Virgin Media one will not work as mentioned above. 

 

Could you please confirm or attach a picture of the current setup you have? 

 

Thanks,

Ben

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Chatterbox

Hi Ben,

 

Thanks for your reply. I have attached a picture of the sockets. I have it plugged into the BT socket but I only get the flashing orange light.

15888352905683851897046614104084.jpg

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Chatterbox

Hi Ben,

 

I understand that there should be a horizontal line on the master socket, the BT socket that I have does not have a horizontal line on it, as you can see from the picture I posted previously.

 

Does this mean I will not be able to use the internet service that TalkTalk offers?

 

Please let me know, thanks. 

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Philosopher

I'd take out the two screws on the BT socket, gently remove the cover and see what is inside.

 

Can you see any cable coming in through the wall and connected to the back of the socket ?

Martin
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Community Team - TT Staff

Hi F5ifi

 

If you remove the 2 screws (on the bottom master socket) does the lower section of the face plate come away to reveal a test socket underneath?

 

Thanks

 

Debbie