on 08-08-2019 11:08 PM
my internet service is not working. my landline is fine. my HG635 router is fine -- all green lights and broadcasting, devices can connect to it, but router is not receiving any internet service. interestingly, several neighbours with BT service also report no internet. TalkTalk and BT both use Openreach network, so i feel my service problem and my neighbours' might be related
i tried explaining this to customer support, but that was a frustrating waste of time, as they slavishly went through the troubleshooting checklist and failed to read my messages, even though i repeatedly explained i'd already tried troubleshooting. apparently, the line check showed no errors and my service is up and running. bizarre. support also dismissed my information about the neighbours' service as not relevant
customer support is inflexible and cannot think beyond the checklist to react to information the customer supplies
please escalate this, as i use the internet to work from home
on 09-08-2019 02:42 PM
I have discussed this with our Network Team and told them what the engineer advised you. They said if the power down of the router doesn't resolve the issue then we will need to arrange an Openreach engineer.
Every single line test completed (they run several different ones) has not detected any issues therefore this is why an appt to the property will be required. If the line tests detected a line or cabinet fault then this would be passed straight out to a line engineer. If you would like to go ahead and arrange an engineer visit then the quickest way would be to contact our Faults Team (live chat) to arrange this.
on 09-08-2019 02:10 PM
on 09-08-2019 01:58 PM
on 09-08-2019 01:48 PM
on 09-08-2019 01:32 PM
on 09-08-2019 11:55 AM
on 09-08-2019 11:51 AM
on 09-08-2019 11:44 AM
Yes I am still experiencing the issue. When I run the test from the talktalk website, I get, there is a fault and it is being worked on.
The internet has been down now for over a day. I was due to work from home yesterday and had to go to work, because of this.
on 09-08-2019 11:04 AM
on 09-08-2019 10:28 AM
Our Network Team have asked if your devices are getting any error messages? (when trying to connect)
Do you have a different router that you can test with?
on 09-08-2019 09:20 AM
Thanks for the Private Message.
I have contacted our Network Team in regards to this fault and I will post back on this thread as soon as I receive further information.
on 09-08-2019 08:58 AM
on 09-08-2019 08:38 AM
Apologies for this.
Please can you add your name to your Community Profile and an alternative contact number. I can then contact our Network Team for an update on this fault.
on 09-08-2019 08:06 AM
on 09-08-2019 07:43 AM
on 09-08-2019 07:32 AM
hi, perhaps you can help out. Internet is still off. perhaps TT tech team could check with Openreach colleagues to see if any work was carried out in area, it might help with resolution
have asked neighbours with BT service to contact BT support and inform that my TT service is also out
one neighbour already reported that BT gave standard ‘sounds like router problem; will send new one’ rather than investigate. the fact that neighbours are also out, does suggest the problem lies with service and not with freak, simultaneous router problems.
have asked neighbours to contact BT again and not be fobbed off
two years ago the service to BT and TT was knocked off. Virgin were installing in street and again TT support were uninterested when i suggested they check with Virgin or Openreach engineers to check for faults — again just interested in going through the standard checklist. to be fair, contacted Virgin and Openreach myself and neither were much interested. Virgin had indeed cut the cable to the street. A little tech cooperation sorely needed, as resolving service faults is a big customer gripe