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
Mberesford
