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No internet connection

Obiecat1
Team Player
Message 16 of 16

I have had no internet connection since 24th May. I have had one engineer visit and lots of diagnostics and there has not been a resolution. I have a seriously disabled husband who requires access to download his medical details from his diabetic sensor. His carers cannot access their emails or internet. 

I have not been given a resolution to repair just endless requests for diagnostic tests that require to sit on the phone at home for over an hour. Then nothing. Then I phone and they want another test as it is over 24 hours .... please help, what can be done?

 

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15 REPLIES 15

Message 1 of 16

Hi Obiecat1

 

I will post on your other thread.

 

Thanks

 

Debbie

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Message 2 of 16

Morning Chris,

 

This is seriously urgent now. The 3rd router arrived this morning and still no internet or broadband. What is the next step? I absolutely require my internet to be reinstated - 

Husband who is disabled and ill has not been able to download his medical diabetes results to his specialist. He had to receive medical attention on Saturday due to complications..

 

His carers who are from overseas cannot keep in touch with their families or do their internet banking. One of the carers father died last week - they had to notify me at work of this. I am worried they may leave and my husband relies on them 24/7. What did the engineers notes advise. Are your routers all faulty or is this not the problem?

 

Is there no one in England that can resolve this problem?

Please urgently contact me to discuss this.

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Message 3 of 16

Thanks Chris,

The engineer tried the old one as well neither works. 

I’ll send a reminder on Monday re the engineer notes.

 

 

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Message 4 of 16

Hi Obiecat1,

 

I've ordered the router, it should be with you within a couple of working days. I can't see the engineers notes yet but if you could bump the thread on Monday we'll check again. I'm really sorry this is taking so long to resolve but hopefully it will work when your receive the new router. If you still have the old router you could try that, it may now work if the Openreach engineer has rewired the sockets.

 

Chris

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Message 5 of 16

Hi Debbie,

 

If you think this will work. Can you please also check with the engineer's notes ?

 

It is really urgent I am reconnected to the internet as I cannot download my husbands medical information - he is disabled and we need to send updates from his Libre sensor to his medical specialist to get up to date medical advise from him. Have not been able to do this for 2 weeks.

 

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Message 6 of 16

Hi Obiecat1

 

I'm really sorry to hear this.

 

I can send a different router for testing, would you like me to arrange this?

 

Thanks

 

Debbie

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Message 7 of 16

Hi Debbie,

 

The engineer has spent the entire morning rewiring the sockets etc. His conclusion is that the new router does not work, very odd consider the old one packed up and the new one also does not work.  Perhaps there is a faulty batch.

we are now 2 weeks without internet and unable to download my husbands medical information.

Do you have access to the engineers report from today and what is the next step to repair the problem?

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Message 8 of 16

Hi Obiecat1

 

This fault has been passed back over to BT Openreach and we should receive further updates within the next 48hrs.

 

Thanks

 

Debbie

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Message 9 of 16

Hi Obiecat1

 

Thanks for your reply.

 

I've escalated this fault back over to our Network Team and I will post back on this thread as soon as I receive further information.

 

Thanks

 

Debbie

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Message 10 of 16

it is connected to the master socket. In the numerous tests I have been asked to unscrew the plate and plug into the test socket as well which does not work.

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Message 11 of 16

Hi Obiecat1

 

Just to confirm, is the router connected at the master socket or at the test socket with the face plate removed?

 

Thanks

 

Debbie

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Message 12 of 16

Yes it is all connected and a new router from Talk talk last week and a visit from BT Open reach.

Still not connected. 

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Arne-TalkTalk
Support Team
Message 13 of 16

Hi Obiecat1

 

Line tests are indicating there could be a problem with the router.

 

Can you ensure that it is on and connected to the master socket. 

 

 

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Arne-TalkTalk
Support Team
Message 14 of 16

Hi 

 

I will look into this for you and get back to you. 

 

Regards

 

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ferguson
Community Star
Message 15 of 16

Sorry to hear this, I have escalated this to the online support team for you. Make sure that your personal details including TalkTalk landline number are complete on your community profile here so that they can link your forum identity with your account and they will respond as soon as they can.

 

 

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