on 01-04-2019 06:50 PM
I have had no internet access for 4 days. Really could do with some help to get it fixed. I have done the online chat tech support 5 times. Each time i get asked the same standard questions which result in being told to turn router off for 30 mins which doesn't result in a fix. Have been told i need a new router which is being sent . I have tried a different talk talk router and still red internet light . All other lights are green as normal and no faults are found on phone line . Tel works fine. Has anybody any suggestions as to how to fix as Talk Talk don't seem to have any suggestions other than a set of standard questions. When it doesn't fix they just blame the router and end the chat!
on 05-04-2019 09:03 AM
on 05-04-2019 11:24 AM
Our Network Team have asked us to confirm again if 2 different routers have been connected and tested?
Please can you also send me a Private Message confirming the MAC address that is on the back of your router?
on 05-04-2019 12:17 PM
Thanks for your message.
I had the openreach engineer visit my house yesterday . They were looking at this fault for 4 hours. He seemed very experienced at his job. I really am getting frustrated with the lack admittance that this is a Talk Talk fault. The engineer who came was very professional and looked at the fault in a very logical way. His test equipment showed my line to have a 38mb connection to the green cabinet . Do you seriously think he didn't check my brand new Talk Talk router? He even brought his own brand new BT router which was connected to the phone line to carry out test
So. Yes. All 3 Talk Talk router i now have have been tested . The was diagnosed yesterday and was told that it is a software / hardware issue in the Talk Talk part of the network and nothing to do with my brand new router or fully tested phone line.
Could you please confirm that Talk Talk have actually read the report / findings from the openreach visit?
on 05-04-2019 01:47 PM
Did you originally have a working service that suddenly failed or was it a new service or an update perhaps to Faster Fibre that gave rise to the problem?
on 05-04-2019 01:54 PM
Been fine and working for 4 years on fibre connection. Was working at 11pm and when i got up at 6am had the red light. No service since. Open reach engineer was very helpful and said it isn't a normal fault that he comes across often. In past he said he has always been able to fix red internet faults and was really supportive. He said he had. List if test and diagnostic checks which had to be worked through.
on 05-04-2019 03:11 PM
My experience is somewhat different; had been working for twenty years on the old copper connection albeit with an ISP that TalkTalk took over. My problem started with my request to update to Faster Fibre; that took place on 6 Feb and I have had no broadband since. Is your router the same as in the attached picture?
on 06-04-2019 12:17 PM
Thanks for your message.
My router is different and I assume later but I have no way of knowing that.
I also have a Huawei HG633 that I've never used - just tried it and I get the same result as you, continuous red.
However, this is almost certainly not a router issue and is probably a question of authentication by the network which I suspect, although I obviously have no firm evidence. is a big problem for TT.
I will keep you posted should I make any progress.
on 08-04-2019 06:44 AM
on 08-04-2019 10:38 AM
Thanks for your message. I've replied privately to you since I don't want to hijack this thread.
You can find my posts at "Faster Fibre Broadband not working since inception!"
on 08-04-2019 02:53 PM
Our Network Team have completed all their investigations and have advised that everything is set up correctly on our Network Team. We would need to arrange another BT Openreach engineer visit.
Please can you confirm your availability for this visit AM and PM?
on 08-04-2019 03:23 PM
Any morning but not Friday. Openreach were here 4 hours last time and said they had done allbtest vailable to and 100% proved it wasn't a fault on their side. They even plugged a BT hub in and did tests with that to show they could get thet internet data to flow over their part if the network. Just for info , engineer said that last time he came across this issues it was related to Talk Talk upgrading hardware / software and failing to migrate some customers onto the new equipment. Do you know if somebody has actually checked if anything maintenance was carried out overnight on the day mine went off?
on 08-04-2019 06:25 PM
Re your latest message.
Oddly enough the first Openreach engineer to visit us said pretty much the same thing from his experience i.e. "TalkTalk failing to migrate some customers onto new equipment"??
on 09-04-2019 09:42 AM
I've asked our network team to book the earliest AM appointment available
(this has been logged over to our network operations centre, they've confirmed that everything looks OK at our end and have advised that it does need to go back to Openreach)
on 09-04-2019 09:47 AM
Thanks. I have just had a message from the openreach engineer that came to my property. He wanted to ask if the issue had been resolved as other Talk Talk customers in this area have also the same issue.
on 09-04-2019 10:38 AM