WiFi connected but no internet

[HBurbs]

Hi, I’ve got fibre 65 and multiple times a day getting the ‘connected - no internet’ message. Only solution is to restart the router. Speeds are also slow. Could a new router be needed?

[Michelle-TalkTalk]

Morning,

Just checking back in to see how you're getting on following the engineer visit?

Thanks

Michelle

[Debbie-TalkTalk]

Hi HBurbs

Thanks for your reply.

I've arranged the Openreach engineer visit for 22/05 PM (1pm - 6pm)

Please let us know how you get on following this visit.

Debbie

[HBurbs]

Hello,

We have availability:

Weds 22 AM or PM

Thurs 23 AM 

Fri 24 AM or PM

Sat 25 AM or PM

Sun 26 AM or PM

Mon 27 AM or PM

Weds 29 AM or PM

Thurs 30 AM

Fri 31 AM

We can confirm we've read and agreed to the potential engineer charges.

[Debbie-TalkTalk]

Hi HBurbs

I'm sorry to hear this.

Please can you provide your availability for this visit AM and PM?

Can you also confirm potential engineer charges Engineer charges

[HBurbs]

Hi,

I wanted to wait a while with the new router to have a solid base of evidence before getting back in touch.

I can confirm we’re still having the same issues with the new router, so we will need to proceed to an Openreach engineer visit. 

[Debbie-TalkTalk]

Morning HBurbs

Could you try the test socket first please?

If the connection continues to drop with the new router, cables, filter at the test socket then the next step will be an Openreach engineer visit.

Thanks

[HBurbs]

Hi,

When the new router arrives today, do you want us to plug it in via the test socket or the normal socket?

[Debbie-TalkTalk]

Hi HBurbs

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[HBurbs]

Yes please, then at least we can check if it’s a router issue.

[Debbie-TalkTalk]

Hi HBurbs

Apologies for this.

Would you like me to send a replacement router for testing so we can rule this out?

[HBurbs]

Hi,

The router needed a reboot yesterday evening as we had the same ‘connected: no internet’ message on our devices. WiFi is flaky and slow today.

[Debbie-TalkTalk]

Hi HBurbs

How's the connection been?

I've checked the connection stats and no issues have been detected.

[Debbie-TalkTalk]

Hi HBurbs

Thank you. We will also check the connection stats tomorrow.

Debbie

[HBurbs]

Yep that’s fine, we’ll leave in the test socket and check back tomorrow 

[Debbie-TalkTalk]

HI HBurbs

Thank you 🙂

Would it be possible to leave the router in this set up for 24hrs to see how the connection compares?

We can check in again with you tomorrow to see how the connection has been.

Debbie

[HBurbs]

Ok, it’s connected at the test socket now

[Debbie-TalkTalk]

Hi HBurbs

Thanks for your reply.

Could you connect the filter/router directly at the little test socket?

[HBurbs]

We haven’t looked before; this is what was under the faceplate 

[Debbie-TalkTalk]

Hi HBurbs

There may be a test socket underneath the face plate (if the lower section comes away when the screws are removed)

Have you ever checked this?

[HBurbs]

Hiya,

we don’t have a landline phone so can’t comment on voice service.

No test socket; I’ve attached some photos so you can see the setup.