Failed modem

[Fisherman5]

Hi

I'm writing this on behalf of my Dad who has been a TalkTalk customer for many years but is older and frailer now and struggles with anything technical and with hearing issues would struggle with talking to customer services on the phone.

For a while now they've had an issue with intermittent crackling on the phone line. But they called me the other day to say that thay now had no internet connection. Looks like the TalkTalk WiFi Hub has failed. Lost internet connection, orange light flashing continuously. Unable to connect to the modem (192.168.1.1) on wifi or via ethernet and no wifi being broadcast. Checked all cables and connections, turned off and on, used the reset pin all to no avail.

Phone line OK (although maybe a seperate issue here - see below)

Disconnected modem and replaced with an old TalkTalk DSL3782  that fortunately they still had from before and all is fine and we're back on the internet again. Re-tried the WiFi hub and again just a flashing orange light and no connection or WiFi. Reinstated the DSL3782 and we're back up and running again.

Connected to the TalkTalk account and ran the line connection check. This seems to have found an issue with the line and it looks as though this has been referred to Openreach. That might explain the crackling on the line and hopefully it will be sorted but it looks as though we now need a new modem. Could that be organised?

thanks

[Chris-TalkTalk]

Hi Fisherman5,

The fault appears to have been closed, is your Dad's service OK now?

Chris

[Chris-TalkTalk]

No problem 

[Fisherman5]

OK, thanks for letting us know

Mark

[Chris-TalkTalk]

Hi Fisherman5,

Line  test is showing that the issue is part of an existing network event but I've raised it to Openreach anyway for investigation 

Chris

[Fisherman5]

Will do, thanks

[Gliwmaeden2]

@Fisherman5, please check back during Monday, during the day. 

I'll re-escalate this for staff attention. 

[Fisherman5]

Hi

On behalf of my Dad again:

This seemed to have been sorted quickly, Openreach arrived on Friday and ended up putting in a new line and master socket. new modem arrived whilst engineer was there so he was able to set it all up, everything working fine and Dad very happy.

However he rang me earlier today to say that no internet connection again and new modem/router flashing orange light again. I'm back home now but talked him through swapping new router for older DSL router again but this time still no internet connection (a solid red light on the DSL). Presumably this is some ongoing or new issue with the line, is it possible to test this or raise it with Openreach again?

thanks

Mark (son)

[Chris-TalkTalk]

Hi Fisherman5,

If you need any further assistance just let us know

Chris

[Fisherman5]

Fantastic. Impressed with how quickly this has been sorted.

thanks

[Karl-TalkTalk]

Hi

A new router is on the way.

I've had a quick look at the line and can see this is currently logged to Openreach as line tests are showing a possible issue with an external copper joint.

Thanks  

Karl. 

[Fisherman5]

Hi

yes, all the account details, numbers etc are Dad's

thanks

[Karl-TalkTalk]

Hi

Is the phone number on your profile your fathers number ?

If not, add it to the private notes section of your profile so I can pick this up for you.

Thanks  

Karl.