I need help, paying for resolution

Hi all I'm hoping for some advice from somebody who knows their stuff regarding broadband.
I have been without broadband for 24 hours (keyworker working from home) I was discussing issue with TalkTalk, they advised me of an issue with IP adress or something and asked me to turn router off for 30minutes, this would resolve the issue. I turned it back on after an hour and still had no broadband, I have factory reset router, connected the ADSL directly into Test socket using a microfilter - When I logg into my router it does show wirelessly connected devices so power & wireless are fine it's the broadband light which is out. TalkTalk said there were no issues outside my home, I can no longer contact them because there support has basically shut down due to covid19- Obviously you guys/girls can't assist with an outside issue but I was hoping there maybe an in-house fix/router setting etc - I'm desperate at this point, no broadband and no support. I am even willing to pay through paypal if anybody could have helped me. Thanks in advance.

Broadband light out - suggests no sync. Most routers even ISP ones have a DSL status page, that will say if synced or not and provide other stats like connection speed attenuation.

Does a telephone work?

https://community.talktalk.co.uk/t5/Articles/Our-upd...

There help lines are still working, but priority to vulnerable customers. Posting on the TalkTalk community forums even in normal times is a good way to get faults looked into.

Asking you Andrew as you might know, does TT used the username and password in the router? I have a feeling it doesn't, but if it does the OP has wiped it.

If it is needed, TR-069 may kick in but maybe not at this stage.

Edited by RobertoS (Fri 10-Apr-20 09:41:43)

Thanks for the fast reply, I do not have a landline unfortunately - I did post on Talktalk community but for somereason my post didn't go through and I noticed that at the moment it is taking a day or 2 for response from staff

You do have a landline 😊 it’s what provides your TalkTalk service.

They do not need username/password and this seems to be TalkTalk LLU

In reply to a post by hardie94:

I do not have a landline unfortunately

Do you mean you don't have a telephone handset to plug into the phone socket? You do have a landline if you have ADSL.

At a guess they mean they don't have a telephone plugged in, and presume don't have one in the house to plug in and test.

If working from home now recommend sourcing one eg. https://amzn.to/2VmP566 £9.99 delivery may be slow given how busy couriers are though.

Of course, I meant I do not have a phone to plug into the landline, ADSL is the only thing plugged into microfilter

In reply to a post by MrSaffron:

At a guess they mean they don't have a telephone plugged in, and presume don't have one in the house to plug in and test.

If working from home now recommend sourcing one eg. https://amzn.to/2VmP566 £9.99 delivery may be slow given how busy couriers are though.

If we were to assume that the line is fine and that the issue is within my setup what steps could I take? I appreciate you taking time out to assist
.

If you have reset a talktalk router and line is up then the router should show that.

https://community.talktalk.co.uk/t5/image/serverpage...

Shows what the DSL connection page should show or similar, so it is find that and see what is being said.

Your assumption at this time is a MASSIVE leap.

If you have been clicking randomly in the router interface to try and bring things back to life, stop doing that, reset the router to defaults and leave it alone but all plugged in for 30 minutes. If you do not know what the settings are doing you may have turned off something important or changed a setting that is stopping it syncing.

Ta .

In reply to a post by MrSaffron:

If you have reset a talktalk router and line is up then the router should show that.

https://community.talktalk.co.uk/t5/image/serverpage...

Shows what the DSL connection page should show or similar, so it is find that and see what is being said.

Your assumption at this time is a MASSIVE
If you have been clickingdomly in the router interface to try and bring things back to life, stop doing that, reset the router to defaults and leave it alone but all plugged in for 30 minutes. If you do not know what the settings are doing you may have turned off something important or changed a setting that is stopping it syncing.

Connection page DSL as not syncronised, router is off now as I have been onto Live Chat (somehow) and they have advised me to turn off router for 30mins to allow it to create a better connection or something, doubtful this will work as this was attempted yesterday.

I’m doubtful too.

Do any of your nearby neighbours use TalkTalk, or have a router you might borrow to check for sync ?

In reply to a post by Zarjaz:

I’m doubtful too.

Do any of your nearby neighbours use TalkTalk, or have a router you might borrow to check for sync ?

I'm sure they do but I wouldn't know who, probably not the best time to be knocking doors to borrow routers that's the issue.

Is there a local group on Facebook maybe ?

If you are key worker, try asking your service provider to raise an SFI task with Openreach. They can at least check for sync and test the line to the last accessible point on your line. If all OK to there, you can be 99% sure the issue lies with the router.

Edited by Zarjaz (Fri 10-Apr-20 11:25:55)

Check the basics 1st. If you are using plug in filters then make sure they are fully inserted. Perhaps swap filters if you have more than 1. Make sure the line cord is connected to the ADSL socket on the filter and to the DSL line socket on the router and the cable is not been damaged.