No internet connection

[scoey1001]

Hi, my internet is down at the moment and just wanted to see if anyone has any suggestions/had same issue.

So internet stopped working but phone is ok.

Tried router and cable at friends house and it works. Plugged into test socket via microfilter (tried 3 different filters just to be sure) and still no connection. Also tried a different older router which says broadband connection there but again no internet connection.

Talktalk are sending an engineer out tomorrow but they are saying the fault is within the property. Are there any other checks i can do to avoid the call out charge if it so happens the issue is internal? Thanks

[theaxe]

If it doesn't work in the test socket then the issue can't really be on your side...

[Radec]

Have you used the fault finding tool in the control centre on the talktalk app/website

[Gren]

Maybe it's different with Talk Talk (I'm on Virgin) but every time I report my internet is down - 3 or 4 times over the last 12 years, they tell me the problem is with my router etc and set up an engineer appointment. I always get a text around an hour later telling me actually the fault is their as more people have reported a problem.

Basically unless there are several reports they always deny the fault is with them

[anonymoususer]

Gren said:

Maybe it's different with Talk Talk (I'm on Virgin) but every time I report my internet is down - 3 or 4 times over the last 12 years, they tell me the problem is with my router etc and set up an engineer appointment. I always get a text around an hour later telling me actually the fault is their as more people have reported a problem.

Basically unless there are several reports they always deny the fault is with them

It's different

[BigTZ4M]

As said, if you've tried different routers and filters on the master socket then it's not likely to be you. Openreach and your ISP are responsible for the infrastructure beyond that to the outside world. In my limited experience of faults they always throw the 'if it's your fault you'll be charged for the engineer visit' to try and dissuade them incurring the cost. I think it is not likely to be you and so you won't get charged. I've also found that copious tea and biscuits to the visiting engineer helps them ensure they don't record it as your fault even fi it might be, although not sure that'll work in these COVID times.

I assume you can get a dial tone and make/receive calls on the telephone? Also might be worth trying a quiet line test. These instructions are from Zen but i think they work for any Openreach provided service: https://support.zen.co.uk/kb/Knowledgebase/Perform...

[scoey1001]

Radec said:

Have you used the fault finding tool in the control centre on the talktalk app/website

Yes tried this a few times with differing outcomes. Sometimes they say it's a a problem at their end and others they can't see any issue....

[scoey1001]

BigTZ4M said:

As said, if you've tried different routers and filters on the master socket then it's not likely to be you. Openreach and your ISP are responsible for the infrastructure beyond that to the outside world. In my limited experience of faults they always throw the 'if it's your fault you'll be charged for the engineer visit' to try and dissuade them incurring the cost. I think it is not likely to be you and so you won't get charged. I've also found that copious tea and biscuits to the visiting engineer helps them ensure they don't record it as your fault even fi it might be, although not sure that'll work in these COVID times.

I assume you can get a dial tone and make/receive calls on the telephone? Also might be worth trying a quiet line test. These instructions are from Zen but i think they work for any Openreach provided service: https://support.zen.co.uk/kb/Knowledgebase/Perform...

Yes phone working as normal. Thanks will give the quiet test a try.

[Radec]

I didn't even realise there was a call out charge from TalkTalk and how much is it?

I'm guessing if you've exhausted all options from your end in regards to different filters and test etc and they have done their own tests and said your line is fine then I'd say the issue will be something outside of your property.

I'd say let the engineer come and see if they can get to the bottom of the problem once we know what it is then we can decide if you should or shouldn't pay for it.

[Trevatanus]

Radec said:

I didn't even realise there was a call out charge from TalkTalk and how much is it?

I'm guessing if you've exhausted all options from your end in regards to different filters and test etc and they have done their own tests and said your line is fine then I'd say the issue will be something outside of your property.

I'd say let the engineer come and see if they can get to the bottom of the problem once we know what it is then we can decide if you should or shouldn't pay for it.

It's often a case that you are charged if it transpires that it's somehow your fault.

[scoey1001]

Can't do the quiet test as my phone doesn't have a mute button, only secrecy. Phone line does seem clear though.

[scoey1001]

Talk Talk's engineer has been out and diagnosed it as a PPP issue, whatever that is. However he assured me this is always an issue outside the property so at least i shouldn't be charged. Waiting now for an Openreach engineer visit.

[scoey1001]

Another update (if anyone cares).

Openreach engineer been out and the fault is now cleared. However still not internet connection (something to do with router failing to authenticate). Tried 2 other routers and still no joy. They are now carrying out further investigations.

The plot thickens...

[scoey1001]

They are now saying an Openreach engineer is it to visit my house. However they say if there is a wiring issue within the boundary of the property then i may be charged.

I was under the impression anything up to the master socket was their responsibility? I have had a look round outside and can see no obvious damage.

[Slackline]

scoey1001 said:

They are now saying an Openreach engineer is it to visit my house. However they say if there is a wiring issue within the boundary of the property then i may be charged.

I was under the impression anything up to the master socket was their responsibility? I have had a look round outside and can see no obvious damage.

Up to the master socket isn't your problem. Talktalk will get charged something like £150 per Openreach engineer visit, so probably trying to scare you out of having another visit. Just ignore that and request the engineer to sort it out

[SeanyD]

Bit of a random question but you haven't got an older sky box plugged in to the socket too? Either through a regular phone extension, or a double adapter socket?

[bimsb6]

Slackline said:

scoey1001 said:

They are now saying an Openreach engineer is it to visit my house. However they say if there is a wiring issue within the boundary of the property then i may be charged.

I was under the impression anything up to the master socket was their responsibility? I have had a look round outside and can see no obvious damage.

Up to the master socket isn't your problem. Talktalk will get charged something like £150 per Openreach engineer visit, so probably trying to scare you out of having another visit. Just ignore that and request the engineer to sort it out

Not strictly true , if the cable has been damaged by “the gardener” and cut a cable its still chargeable , not that this applies to the original poster .

[bimsb6]

Vdsl or adsl ?

[buggalugs]

PPP issue is BT’s equipment not liking the username and password your router is trying to connect with. If the line gets sync but no internet it’ll be some kind of admin issue from talk talk.

[scoey1001]

SeanyD said:

Bit of a random question but you haven't got an older sky box plugged in to the socket too? Either through a regular phone extension, or a double adapter socket?

Don't have sky. It's just a regular BT master socket (5C) connected to the router and phone.