Connected no Internet

[TobyStrang]

All of a sudden Internet went down. Says connected no Internet. TalkTalk chat talked me through what I could do to solve the problem. Asked me to do the same thing 3 times over. Changed ethernet cable still not working. Every time I log into my account is says sorry can't show you this etc.

Anyone have the same problem before or currently going through this issue IG11 8 area

[Lorrainef]

Hi DJI_Mini_3, we do have a new team on here but they are here to help also and have all the systems and support needed for them to do so. We're still responding and resolving things for people on here. 

As with the other team there are some things we cannot support with, if that's the case we'll direct people to the best place to get help.

[Gliwmaeden2]

@Anonymous, going back c 18 months or more, the old team did have to send customers with Full Fibre problems to the specialist team.

It took quite a while to build up training and expertise, so I think, to be realistic about this, expect a similar process. The range of issues that forum staff have to cover is already wide-ranging, so it will take time for them to acquire knowledge in every field. 

As it is, some issues are never covered through the community these days - the mobile department is supported through Chat or phone agents, for example, not forum staff.

[KeithFrench]

Hi @Anonymous 

With an eero having a red ligjht on, this does indeed mean that there is no internet access.

The new team currently do not have access to the Full Fibre systems, but this is being worked upon. Therefore, @Philile-TT post was 100% correct, the customer @TobyStrang needs to contact the full fibre helpdesk.

What is wrong with that advice?

[Anonymous]

What has happened to this forum members like me come here as a last resort after failing to get help from phone support and online chat and now all they get is the standard answer below, there used to be support staff here who would work through issues with customers to get t things fixed if you force them back onto phone support and online chat you are going to lose them. 

"Looks like a fault. Please contact the full fibre department using the details below: 

Contact Number: 03451720074"  

[Philile-TT]

Looks like a fault. Please contact the full fibre department using the details below: 

Contact Number: 03451720074  

Opening Hours: 

VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

https://community.talktalk.co.uk/t5/Articles/Our-live-chat-team/ta-p/2230529

WEB MESSAGING - Mon-Fri: 8am-9pm; Sat: 8am-7pm; Sun: 9am-7pm

[TobyStrang]

Yes still same issue occurring wifi connected with no Internet. Even my Eero box has turned red now before it was lit up white

[Philile-TT]

Hi there @TobyStrang Are you still experiencing the issue?