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Over two weeks now, Broadband says "Connected/No Internet"

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24 REPLIES 24
Highlighted
Chatterbox

So i have been in touch via chat,

1st time they have tested the line, reset the router, connected to test socket, connected by Ethernet cable and said there was no fault.

 

2nd time they tested the line, reset the router, connected to test socket, connected by Ethernet cable and said there was a fault on the line and a engineer would fix it.

 

3rd time they tested the line, reset the router, connected to test socket, connected by Ethernet cable and said there was a fault with the router and would send a new one, which has arrived and made no difference still "Connected/No Internet".

 

4th time they tested the line, reset the router, connected to test socket, connected by Ethernet cable and said there was a fault on the line and a engineer would fix it.

 

Have received a text telling me the line is fixed, but may take up to 72 hours to settle.

But all i have got is "Connected/No Internet".

Highlighted
Chatterbox

Hi again

I have attached the Debug Log for anyone interested, note the date, it is 1981 it never connects to the internet to update itself.

 

Thanks

Highlighted
Community Team - TT Staff

Hi Nobag,

 

I'm sorry to hear this. Can I just confirm, is the voice service also affected? Do you have a dial tone?

 

Thanks

 

Highlighted
Chatterbox

Thanks for the reply, the phone is working as normal.

I have been onto chat again this morning and still no luck, they have asked me to turn the router off for thirty minutes to reset it and get back to them if it does not work.

I have tried this many times over the last week so am not holding my breath.

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Chatterbox

Okay so the router has had a rest for 45 minutes, switched back on and still the same result.

"Connected/No Internet"

Here is the last section of the debug log.

 

1981-01-01 00:09:46 [Error][Debug-Log] static:[dhcpd]request packet has no lease,send nak!
1981-01-01 00:09:46 [Debug][Debug-Log] static:[dhcpd]receive Discover, xid[66d009bf], mac[2c:33:7a:4a:fd:8d], requestip[192.168.1.11]
1981-01-01 00:09:46 [Critical][Debug-Log] static:[dhcpd]xid[66d009bf] choose [main] address pool
1981-01-01 00:09:48 [Debug][Debug-Log] static:[dhcpd]send Ack, xid[66d009bf], mac[2c:33:7a:4a:fd:8d], request serverip[192.168.1.1], yourip[192.168.1.13], dns1[192.168.1.1]
1981-01-01 00:10:04 [Debug][Debug-Log] static:[ARPPING] ArpPing fail, reset wan Index=0x10201001.
1981-01-01 00:10:05 [Debug][Debug-Log] static:[WAN_MNGT] ipv4 if set wan state down, wan Index=0x10201001.
1981-01-01 00:10:05 [Critical][Debug-Log] static:[dhcpc]get wan[wan3] ifindex[41] and Mac Addr[d0:c6:5b:be:ec:6c] success!
1981-01-01 00:10:05 [Debug][Debug-Log] static:[dhcpc]send Discover, wan[wan3], xid[70c01039], mac[d0:c6:5b:be:ec:6c], requestip[88.109.43.13], option60[DG8041W-v1.05t]
1981-01-01 00:10:09 [Debug][Debug-Log] static:[dhcpc]receive Ack, wan[wan3], xid[70c01039], mac[d0:c6:5b:be:ec:6c], request serverip[88.109.32.1], yourip[88.109.43.13], dns1[79.79.79.79], dns2[79.79.79.80]
1981-01-01 00:10:09 [Debug][Debug-Log] static:[WAN_MNGT] ipv4 if set wan state up pre, wan Index=0x10201001.
1981-01-01 00:10:09 [Debug][Debug-Log] static:[WAN_MNGT] ipv4 if set wan state up, wan Index=0x10201001.
1981-01-01 00:10:10 [Critical][Debug-Log] static:MngtPlat_OnWanUp[index_0x10201001]
1981-01-01 00:10:13 [Informational][Debug-Log] static:[ARP]Get no ARP response from the default gateway[88.109.32.1] of wan3.
1981-01-01 00:10:54 [Informational][Debug-Log] static:DNS service of wan3 is abnormal

Highlighted
Community Team - TT Staff

Hi Nobag

 

I'm really sorry to hear this.

 

I've completed a further line test which hasn't detected any faults and the line shows in sync and connected.

 

When you connect wired to a device and try to connect what message do you receive?

 

Thanks

 

Debbie

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Chatterbox

Thanks

When i connect a laptop via cable the error is "Network No Internet"

When i connect to the router status page it says.

Status Connected

Current Speeds
Download 16.11 Mbps
Upload 2.24 Mbps
Current Connection Time 0.00.00 days

 

On the device information page it says.

system time 17/01/54 01/01/1981

If the router was connected to the internet it would update its system time to the current time and date surely.

 

Thank You

Highlighted
Community Team - TT Staff

Hi Nobag,

 

Is your telephone service working OK? Do you have a dial tone? Is there any noise on the line


Chris

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Chatterbox

Hi

You can make and receive call OK, and the line sounds good.

 

Chers

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Community Team - TT Staff

OK thanks. There were a lot of reconnections on the 8th but it's been much better since, have you noticed any improvement over the last day or so?

Chris

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Chatterbox

The problem has not gone away,the router says it is connected.

If i connect on a laptop via a cable it says "Network, No Internet"

If i connect on a laptop via wireless it says "Connected, No internet"

If i try to load "talktalk.help" it says you are "not connected to the internet".

The system time and date is showing 01/01/1981. so the router can't be connected otherwise it would update the time and date to current.

 

Thanks

Highlighted
Community Team - TT Staff

OK thanks,

 

Do you have another router you can test with? if not then we can arrange to send one


Chris

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Chatterbox

You have already sent a "DG8041W Wi-fi Hub Black" to replace the "DSL-3782"

 

Thanks

Highlighted
Community Team - TT Staff

OK thanks. We can arrange an engineer visit to investigate. If you'd like us to do this please let us know and we'll confirm some details 


Thanks

Chris

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Chatterbox

Hi

It was arranged through the chat system on the 08/09/20 that a engineer would come out today (10/09/20) between 1 and 6pm, but did not show.

 

Maybe you could find out why they did not arrive, and why i did not receive some communication to inform me, also perhaps you could arrange a new appointment.

 

This is all getting a bit daft now.

 

Thanks

Highlighted
Community Team - TT Staff

Hi Nobag,

 

I'm sorry about the engineer visit, it looks as though the visit was automatically cancelled due to a system issue. Did you not receive an email?

 

If you'd like us to rearrange the engineer visit can you confirm:

  • That you accept potential Engineers charges
  • Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

I've also sent you a PM to confirm some other details 


Thanks

Chris

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Chatterbox

Hi

I have just spent the last hour and a half talking to your Technical Support department on 0345 172 0088, they run all the same tests as were carried out on the chat system and were unable to help, but have arranged for a engineer to call out on the 24th September.

 

So that will be about 5 weeks without broadband, if they fix it.

 

I will not be expecting much of a bill from TalkTalk next month considering a wasted day waiting in for a engineer to call with no email or text to say it had been cancelled, and no internet.

But at least the phone is working, pity we don't use it.

 

Thanks

Highlighted
Community Team - TT Staff

I'm sorry for any inconvenience, please let us know how you get on with the engineer visit 


Chris

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Chatterbox

Its a miracle, i switched the router off overnight for about twelve hours, and when i turned it on this morning it connected to the internet. "Happy Days"

 

I have a Bright Sparks Engineer booked for the 24 November 2020, would you be able to cancel this, or if not, who should i contact to cancel.

 

Thanks

Highlighted
Community Team - TT Staff

Hi Nobag,

 

That's great news, thanks for letting us know 


There's information in the following help article explaining how to cancel the engineer visit but I'd probably leave it over the weekend and confirm everything is OK before cancelling the visit - Your TalkTalk engineer appointment

 

Thanks

Chris