Internet not working - issue not at home

[nointernetathome]

Hi folks, I have an internet outage at home. I’ve not been having any success using chat or phone, so hoping you may be able to assist. 

On the 11th of December I went on holiday, and turned off sockets at home. This included my router and the white box on the wall, where the fibre comes in. 

When I returned on the 16th I turned everything back on, and had a flashing orange light on the router. I called TalkTalk immediately and tried all manner of line tests and tech assistance. We ended up getting a new router sent out, but this didn’t help. 

Eventually I was able to get an open reach engineer to my address, and he confirmed that the installation at home was as it should be. The only issue we noticed was the green LAN LED on the white wall box was intermittent, although we could get connected to the internet by plugging a laptop directly to the wall box with an Ethernet cable. 

Nothing has been done since - this was all over the Christmas period, and nothing has been fixed or resolved. I have been without internet since the 16th of Dec. 

I have raised a complaint with TalkTalk, and requested that my account be closed, but have heard precisely nothing. As a last resort I’ve written a letter to TalkTalk requesting my account be closed. 

Part of my issue is if I call TalkTalk when I’m on my lunch break at work I rarely get through before having to return to work, and if I call after work there is no one available to deal with my issue (I work Monday to Friday 8.30am to 6pm). 

I am paying for a service I’m not getting, and just want it finished and my account closed, so I can try and alternative provider. If nothing else, the inconvenience of no internet has dragged on way too long (six weeks).

If anyone can assist in any way I’d be extremely grateful!

[ferguson]

Oh, that's a shame. If you are getting a connection directly at the ONT that does point to a router issue, but you say you have tried more than one? The only other thing I can think of is a possible profile issue, perhaps the support team can have one last check on things tomorrow for you. 

[nointernetathome]

I’ve tried a different cable, different router, resetting the router…. All the things! An open reach engineer was able to confirm that the installation at home is all as it should be, and the issue is with TalkTalk themselves. I have to presume as a result of me turning everything off while on holiday it perhaps triggered my internet service being switched off at their end. I’m at a loss with it, and have cancelled my contract after more than six weeks of precisely zero technical assistance of any merit from TalkTalk. 

[ferguson]

Have you tried a different ethernet cable between the LAN port on the ONT and the WAN port on the router? And maybe a pinhole reset on the router. 

[nointernetathome]

I’m getting Power, PON, and LAN is intermittent. 

[Chris-TalkTalk]

Thanks. Which lights are currently on, on the ONT?

Chris

[nointernetathome]

Thank you - that information has been added to my profile

[Chris-TalkTalk]

Hi,

I'm sorry to hear that you're experiencing problems with your service. can you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris