UNSUCCESSFUL ENGINEER FIX / AMBER LIGHT FLASH

[YK1945]

02/01/25
Early hours of the morning the internet was down, and the modem router was flashing amber.

I've gone through all the steps of resetting, turn of main wait 30mins - hour etc and nothing worked, Live chat sent someone out the next day on 03/01/25 but they never arrived at the premises instead I was informed they were at the exchange and found a fault but I found out this by contacting live chat again in the late evening so I was not updated whatsoever on what was happening, in fact I probably wouldn't of been told anything if I hadn't messaged them.

Live chat said to send another engineer out today 04/01/25 who actually arrived to my premises, the OTN box is working all fine they can see the connection is detected and live, they tried a spare router they had but still did not connect.

The engineer informed me to contact live chat on Monday when staff are in, but now I been without internet since Thursday and probably all the way into mid next week.

Engineer can't find the issue and tells me to contact live chat and they probably direct me to another engineer again.

[Chris-TalkTalk]

OK thanks. Please let us know how you get on with the new router

Chris

[YK1945]

Hi,

I managed to speak on live chat today took over 2hr and they are sending me a new router. Got moved from department to department have entire transcript downloaded.

The router is a FAST 5464-2.T4

Hoping the new router they sending will work, the live chat person vouched for it.

[Chris-TalkTalk]

Hi YK1945,

Could I just ask, which router do you have, could you currently have connected? Could you give the make and model number

Thanks

Chris

[Gliwmaeden2]

Chat should be available today, @YK1945.

Phone support doesn't cover this on Sundays. 

Full details of opening hours near the bottom of this page:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

[KeithFrench]

That is up to you, the support staff are not here until tomorrow, and I am not sure about customer service hours.

[YK1945]

Thanks Keith, updated everything shall wait for support to pick this up.

It's still currently down.

[KeithFrench]

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, Full Fibre account number & if possible an alternative contact number. This can be done by clicking on your Avatar picture and then clicking on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.