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FIbre Support

Get expert support with your Fibre connection.

Broadband synced and authenticated, but no internet

Futaura
Super Duper Contributor
Private Message TalkTalk
Message 13 of 13

I woke up this morning to find no device would connect to the internet. Happens with both wired and WiFi connection. On further investigation in the router's web interface, I can see that the line is synced normally, and a gateway and public IP address have been assigned as normal. However, the route seems to be dead. I can't ping any known good IP addresses. I've tried two different TalkTalk router models (both known to be working). Phone works fine.

 

I suspect it to be a routing / network problem upstream from the cabinet or at the cabinet itself. Last time I had a problem like this, it resolved itself after a few hours - it happened at the same time their was a major power cut in the area. It may be a coincidence, but there was a power cut in the area last night too (although not at our property).

 

I've spent 3 hours on chat trying to get the fault logged, only to be fobbed off with having to be sent a new router. Hopefully, the actual problem will be fixed before this arrives. I did ask for the fault to be logged so that an engineer can investigate (the issue is upstream, perhaps at the cabinet).

 

Can anybody confirm that the fault has been logged and if a new router has indeed been ordered (not that it is likely to resolve the issue!)?

TalkTalk customer since June 2008 - Software Developer since 1991 - General Tech Expert
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12 REPLIES 12

Message 1 of 13

I've booked the first available appointment as requested - November 07 2024, AM - please let us know how you get on


Chris

Message 2 of 13

I'll book the engineer now and get back to you with the details


Chris

Futaura
Super Duper Contributor
Private Message TalkTalk
Message 3 of 13

Done

TalkTalk customer since June 2008 - Software Developer since 1991 - General Tech Expert
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Message 4 of 13

Hi Fataura,


Could you just confirm the account holders name, could you add it to the private notes section of your community profile and let us know when you've done this


Thanks

Chris

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Message 5 of 13

Any time, any day, will be fine, but not Wednesday 13th November. As soon as possible, hopefully. I accept potential charges, but I am confident there shouldn't be any as the issue is not inside my property. I will let you know if the issue is magically fixed in the meantime.

TalkTalk customer since June 2008 - Software Developer since 1991 - General Tech Expert
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Message 6 of 13

Hello,

 

Thanks for trying this. Please can you confirm acceptance of possible time related engineer charges and also provide a few days availability AM (8-1) and PM (1-6) and we can arrange the  engineer visit for you.

 

Thanks

 

Michelle

 

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Message 7 of 13

It's a no-go unfortunately. Issue remains. I have now also just now reconnected directly to the test socket using a different cable and microfilter - no change. I don't think there is anything else I can do. I did walk up the road in case there was any activity going on at the cabinet, but didn't see anything. It is certainly not an internal wiring issue at my property, otherwise the line wouldn't be syncing normally and obtaining the DNS, gateway and public IP addresses.

 

Many thanks for you help.

TalkTalk customer since June 2008 - Software Developer since 1991 - General Tech Expert
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Message 8 of 13

Hi,

 

Ok thank you. There are no reported outages in your area. If there is still no connection after the 30 minute router power down and with 2 different routers at the test socket then the next step will be to arrange an engineer visit to the property.

 

Thanks

 

Michelle

 

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Futaura
Super Duper Contributor
Private Message TalkTalk
Message 9 of 13

I already did this via live chat, but I will do so again. Will plug back in at 2pm - actually, will switch the router back to the factory reset (as advised by live chat) Sagemcom FAST 5364 router. I have also been testing with an older Huawei HG633.

TalkTalk customer since June 2008 - Software Developer since 1991 - General Tech Expert
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Message 10 of 13

HI @Futaura 

 

Thanks for confirming.

 

The line tests are clear, no faults detected.

 

Could you power down the router for a full 30 minutes for me? This will force a new session to start.

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Futaura
Super Duper Contributor
Private Message TalkTalk
Message 11 of 13

Yes, it is. It's not a WiFi issue.

TalkTalk customer since June 2008 - Software Developer since 1991 - General Tech Expert

Debbie-TalkTalk
Support Team
Staff
Private Message
Message 12 of 13

Hi @Futaura 

 

I'm really sorry to hear this. Can I just check, is this also affecting wired devices?

 

I'm just running some line tests now.

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