When trying to login I get this error message: you do not have permission to access this directory.

[Gemgrady]

Hi, 

I have been trying for 3 days to sort this issue, I can’t get through on the phone, automated service just redirects me to chat, chat can’t help because I am a full fibre customer, Talk Talk do not phone back. Frustrated is an understatement. I just can’t get anywhere. Can anybody help? 

Thanks 

[Debbie-TalkTalk]

Hi Gemgrady

I'm sorry to hear this. 

To get the help you need please give the team a call on 0345 172 0088, they'll be able to help.

[KeithFrench]

Hi @Gemgrady 

Being a TalkTalk customer, not an ex-Shell one, I have no knowledge of Shell routers, but a good understanding of routers & WiFi in general. I can only assume that the router must be faulty if you have tried a factory default & you can't connect to its original SSID & password. I have asked one of TalkTalk's support to pick your thread up and investigate it for you. However, they cannot supply routers currently to the ex-Shell customers & will most likely refer you to the team that looks after 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, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click 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.

[Gliwmaeden2]

Not wise to post the image of your router / wifi passwords on a public forum, @Gemgrady.

All sensitive information should be in your profile area, which only you and staff can access.

It's a good idea to make sure that your information is complete so that staff can identify your account. 

Go via your avatar/name; settings; drop down menu....add your Talktalk account number. SAVE CHANGES. 

Staff will reply during the day (Monday to Friday).

[Gemgrady]

Here is a photo of the router. 

IMAGE REMOVED FOR SECURITY REASONS 

[Gemgrady]

No it’s not, it’s SHELL 445CB. Captive WiFi,  doesn’t come up as an option. Tried the original router name TNCAP4454CB and entered the password, it’s not recognised. 

[KeithFrench]

Is your wireless network name called "Captive Wi-Fi" then?

Do you know what the default wireless network name (SSID) & password are? Presumably, this is marked on your router? If so perform a factory default of the router's configuration. Then see if you can logon to that network name.

[Gemgrady]

I have attached I photograph of the message I received previously. Attached it again. 

Thanks for your support, probably best leaving this one, it’s a network error, the router is just not picking it up once reset. 

[KeithFrench]

So are you saying that you are currently in a disconnected state from your router's WiFi network? if so:-

1. Can you detect the correct wireless network?
2. If you enter the correct password, do you manage to connect to this network?

However, there is no way that you would get an error such as the one you have put in your subject tile of "you do not have permission to access this directory".

[Gemgrady]

Into my WiFi connection. 

[KeithFrench]

Yes, but you still have not told me what you are trying to login to.

[Gemgrady]

Hi Keith, 

I have just reset the open reach box, now it shows no broadband (red light) or phone. Previously on the route they were green. Reset the router, now it’s showing all green again and I am getting the error message again. That’s all I can say! 

Thanks 

[KeithFrench]

You say about the hassles that you have had with TalkTalk, but you do not mention much about the problem that you have. If you could explain this in as much detail as possible, we might be able to help you. What are you trying to login to?