Without reliable broadband for months, without ANY broadband for days

[David1872]

My broadband connection has been slow and unreliable for months. I have had several Openreach visits to "resolve" the issue. Since Saturday I have had no broadband at all.

My router initially stopped showing a network name, and discussions with help suggested sending out a new router would resolve the issue (still not arrived).

Since Sunday 19th my original router had been showing a network name. When I connect to the router homepage it shows as "connected" (still at half normal speed), but cannot provide internet.

My wife and I both work from home so having no broadband at all is a major inconvenience, to say the least. I am concerned that when the router does arrive that it will not resolve the issue and our period of being left with no service will be prolonged. I have an old router which I have attempted to use, but I get a similar outcome, the router appears to connect (judging by lights on front) but cannot provide internet.

Can anyone please advise or assist?

[David1872]

It is surprising when the seperate people tell you, the days ago, that one will be sent. Ultimately the router would have been returned to talk talk anyway. 

[ferguson]

Oh, that's a shame. But hardly surprising that they are not going to send out replacement equipment if you are leaving? 

[David1872]

As an update. A resolution manager contacted and abused my wife today on the telephone. We have been having ongoing connection and speed issues with our connection and had decided to leave talktalk with an alternative provider switching the line on the 31st January. Despite being told on the seperate occasions that we were being sent a router, it seems that talktalk are refusing to send a replacement router or due to this cancellation. The two options were to cancel the switch of serrvice or to have no connection for over a week until the switch.

I have been a talktalk customer for over 20 years and this is the reward. The resolution manager was aggressive and abusive. The irony that we decided to leave after so long due to a repetitive lack of service, but to get any service we were to cancel leaving and continue to be provided with a connection that is not fit for purpose. This is ludicrous and a total slap in the face for 20 years of custom. 

[David1872]

Thank you. What I cannot understand is why the original router was not dispatched, despite being told twice that it would be sent out "urgently". I now have to wait another 2 to 3 working days. Surely a company the size of TalkTalk can send items out next day delivery, especially when someone has been left with no connection through no fault of their own. 

I have been a TalkTalk customer for a number of years and this service shows a complete disregard for customers.

[Michelle-TalkTalk]

Morning,

I'm really sorry to hear this. I've re-run the line test now that the router is connected to the test socket and the line test is now clear. We'll check back in with you to see how you're getting in once the router arrives.

Thanks

Michelle

[David1872]

I have now been informed by online chat that the replacement router was not ordered, and should now be delivered in 2-3 working days. This is ridiculous. I am using my mobile data to work from home due to this issue. 

[ferguson]

OK, thanks for that. I am not sure what's going on there, especially as you mention previous visits from Openreach and trying with more than one router. But leave it connected like that if you can until you get a further response from the support team so they can do some further remote testing. 

[David1872]

Router remains "connected (49mbps) but no Internet connectiion" 

[David1872]

Thank you. Now connected to test socket with micro filter

[ferguson]

You need a plugin microfilter with a splitter to connect the router cable. 

[David1872]

The only socket behind the faceplate is a phone socket

[ferguson]

That does have a test socket, you can access this by unclipping the faceplate. 

[David1872]

NTE 5C MK 4 Socket connected to router. Does not have test socket

[David1872]

I am connected to master socket

[Gliwmaeden2]

That's useful, @David1872.

Check that your master socket has a test socket.  They explain the different ones here:

https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432

If it does have one, set up the router as above and staff will follow up in the morning. 

[David1872]

Just to add, my router homepage shows connected (49mbps, speed normally 80mbps) but cannot provide internet 

[David1872]

I have plugged my old handset in. Phone rings and voice calls seem clear.

[Gliwmaeden2]

If you can borrow a handset to test the phone, it will help with diagnostic tests, @David1872, because problems with the phone line could fundamentally affect the broadband. 

You don't need to clock up the cost of calling out if you ring your own line from a mobile and see how clear the sound is or otherwise. 

[David1872]

Michelle,

We do not use a landline, so I cannot say whether voice calls are effected. My broadband is through a matter socket which Btopenreach installed a few months ago. I have still not received a replacement router, which means I'm likely to continue to be without any connection. As I mentioned we work from home so this is having a major impact

[Michelle-TalkTalk]

Morning David,

I'm sorry to hear this. I've run a test on your line now which has detected a potential fault. Can I just check, is the voice service affected and do you have a dial tone? Does your main socket have a test socket? If it does then is the microfilter and router currently connected to the test socket at the moment please?

Thanks

Michelle