Internet Connection Issue

[MarkB63]

Hi all.

We lost our internet connection on Monday night and are still without service. We often have blips in our service but these usually resolve themselves within a few minutes.

I ran the online line test on Tuesday afternoon which flagged a potential issue and opened a support case for me, but I can’t see that any update has been made since then, despite saying I should have an update within 5 minutes.

I jumped on the live chat Tuesday evening to see if I could get anywhere and the agent walked through various steps with me to try and resolve the issue without success. The final step I did with the agent was to power down the Super Router for at least 30 minutes and reboot to see if the connection restored. It didn’t work and when I eventually managed to get through to another agent to follow up on this I was told there was a technical issue with TalkTalk Support and to try and get in touch again later.

I left them my mobile number and received an SMS saying the support issue had been addressed, but I’ve not been able to get through to another agent via the live chat since. I spent around 90 minutes waiting for an agent yesterday before giving up.

I’ve done some more digging at my side and have a feeling the issue could be further up the network. When going through the Super Router settings the status page shows a connection and says showtime. I can also see that the router has a WAN IP assigned.

I found IPv4 gateway address and I can ping this successfully via Command Prompt, but pinging any other external IP address or DNS server times out every time.

I’ve tied using multiple devices both wired and wireless. I’ve factory reset the Super Router. I’ve also tried using my own equipment instead of the Super Router (BT Openreach modem and separate WiFi router). None of these have resolved the issue and the same problems always appear regardless of hardware.

From all of the statuses and diagnostics I can see within my router/modem and the line test ran by TalkTalk the equipment at my end believes it is all connected and online, but clearly there is some issue reaching the wider network.

Any support would be greatly appreciated, as we’ve now been three days without service. My wife works from home and is having to resort to mobile tethering to get online, which as you can imagine is eating through our data allowances!

Thanks,

Mark

[Chris-TalkTalk]

I've booked the engineer for - December 20 2024, AM - please let us know how you get on

Chris

[Chris-TalkTalk]

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

Chris

[MarkB63]

Hi Chris.  
yes it comes back with my number. 

[Chris-TalkTalk]

Just one thing, could you try dialing 17070 from your landline, and confirm that the number read back to you is your telephone number

Chris

[Chris-TalkTalk]

Hi Mark,

Thanks for the information. I'll book the engineer now and get back to you with the details

Chris

[Gliwmaeden2]

@MarkB63, never post personal information details in the public thread. 

Go to your community profile and check and confirm the details are correct in there.

You can use Private Notes, near the end of Personal Information to add any extra information. SAVE CHANGES. 

[MarkB63]

Hi Chris, 

yes I accept any potential charges. 
I can do anytime so long as they give me a couple of hours notice. 
mobile number 

XXXXXX REMOVED FOR SECURITY REASONS 

regards

Mark

[Chris-TalkTalk]

Hi Mark,

If you'd like us to book and engineer 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.
• Confirm your mobile number

Thanks

Chris

[MarkB63]

Hi Michelle,

Yes still no connection currently. At this point I’d sooner an engineer come out and check over everything please. Given I’ve already tried a different modem and router which didn’t fix the issue I’d sooner not mess around any longer waiting for another one to arrive and not fix the problem, as this has been dragging on for over a week now.

Thanks,

Mark

[Michelle-TalkTalk]

Hi Mark,

I'm sorry for the delay. I've re-run the line tests now which has detected a potential fault on the voice service. We no longer supply the HG635 router. The line is showing in sync at the moment, are you still unable to connect? We can either send a replacement router or if you're confident that the router is not the cause then we can arrange an engineer visit to the property for you?

Thanks

Michelle

[MarkB63]

Hi Chris,

The phone is working fine with no issues I’ve noticed.

The TalkTalk supplied router is a Huawei Super Router HG635.

I’ve also tested using a BT Openreach ECI Telecom CPE Modem Type 1B modem.

Thanks,

Mark

[Chris-TalkTalk]

Hi Mark,

Could you give me the make and model number of the router that you currently have connected?

Is your telephone service working? is there a dial tone? Any noise on the line?

Chris

[MarkB63]

Hi Chris,

Any further suggestions on this? It’s been almost a week now since we first lost Internet and we’re still without a working connection.

I’ve tried turning the router off again for an hour this morning and still no change.

Given that we’ve tested on multiple devices and tried using a completely different modem/router setup I’m struggling to see what more could be causing a fault at my end. 

I feel this needs further investigation and escalation from TalkTalk’s side.

Mark

[MarkB63]

Hi Chris,

We’d already tried the 30 minute reboot process multiple times but I’ve just given it another go for you and still no luck. Exactly the same as before.

Thanks,

Mark

[Chris-TalkTalk]

Hi Amachin,

Can you start your own thread/topic and we'll be happy to help

Chris

[Amachin]

Sorry to intrude this threat but im having internet issues to from Manchester. No internet for 2 days at moment.

Is any talk talk issues happening? Or who to contact to help me out with?

[Chris-TalkTalk]

Could you switch the router off and leave it off for at least 30 minutes, then switch back on and retest. Please let me know how you get on

Chris

[MarkB63]

Hi Chris,

The internet light is green and flickers. Very occasionally it might flicker between green and red but that’s usually only after first booting.

It’s the same on my old Openreach modem when I use that. The DSL light will show solid green.

But any device and web browser will timeout or say no internet connection when trying to browse to any sites, and both Windows, iOS and macOS devices say they are connected to a network without internet.

Just to add as well, I’ve tried pinging the WAN IP displayed in the router settings from my tethered mobile internet connection and see a timeout there too.

Thanks,

Mark

[Chris-TalkTalk]

Thanks Mark, From our side it looks as though you have an internet connection, what colour is the light on your router at the moment?

Chris

[MarkB63]

Profile updated