Talk Talk account restricted but I am with Sky

Hello Everyone.

I am a Sky Boardband customer who can not log on to my WiFi because my phone line has been restricted by Talk Talk. I have never been a Talk Talk customer so don't know how this is possible. I have contact Talk Talk and after an hour on the phone talking to Customer Service, Technical and Collections they could do nothing because they can not find an my account which is no surprise as I am not a customer. They suggested I contact Sky, which I did.

Sky can see not fault on the line, the are sending out a new router, which I don't think will resolve the issue as my home phone is not working either.theu have also arranged for an Open reach engineer to come out and have a look.

Has anyone else had this issue, it is driving me nuts going around and around trying to get this sorted and getting nowhere!

Thanks

Matthew

This post is very confusing, are you saying your Sky Broadband is down? what lights do you have on the front of the Sky router? If you have never been a Talk Talk customer what makes you say they have restricted your telephone line?

Who told you that your Sky Broadband is restricted by Talk Talk , was it Sky , or have Talk Talk , out of the blue , contacted you , and if it’s Talk Talk and you have no relationship with them , where did they get your name and address from ,what possible account information did they provide, presumably they are questioning missed payment or something similar ( assuming they used your name and quote an account number etc. )
If the problem is something like any internet site you try and access hits a Talk Talk landing screen stating your service is restricted and to contact TT , you may have a ‘crossed line’ in other words some error in the external network ( assuming you are on Openreach ) has crossed your Sky service with a TT one , if you have a phone service try calling 17070 and confirming the telephone number read out is the correct one .

Edited by Iniltous (Sun 29-Sep-24 10:24:19)

In reply to a post by Villus:

because my phone line has been restricted by Talk Talk

What exactly does that mean - in other words, what makes you think that your "phone line has been restricted by Talk Talk"?

It's possible you've been contact by a scammer. Any information you can give about what makes you draw the conclusion you have drawn, may help to identify the issue.

It *is* possible for Talk Talk to have taken over your line in someone else's name - this is called "slamming" - and it has happened to me. But in this case, the original provider (Sky in your case, Plusnet in mine) would have seen that the service had been ceased, and this has not happened here. In my case it took about 3 weeks for Plusnet to re-establish the service.

But in short: if your service is with Sky, and your service isn't working, then it's up to Sky to fix it, whatever the cause is. It's also up to them to identify the problem - you don't have to work this out yourself.

It *might* be a faulty router, because with Sky normally the home phone service goes via the router.

You may be eligible for compensation if your service has been out of order for more than 2 days after reporting the problem to Sky. Ask them about it.

When I context to my WiFi it takes me to the Talk Talk portal which says that my access has been restricted and I need to make a payment, it gives me a phone number which is Talk Talks payment line.

All of the lights on the router are on and working. I have also plug the phone directly in to the socket and nothing.

Are you sure you are on your wifi? Switch your router off and try again.
And where did you get the router if you are on your wifi?

I am sure I am on WiFi. I have turned the router on and off again serval times. I even left it off over night. The router is the one supplied by Sky..

I'm no expert, but have you tried plugging in the ethernet connection to see if you have the problem when hard wired?

If you type 192.168.0.1 into a browser while on your wifi do you get the sky router homepage?

If that doesn't work try 192.168.1.1

Edited by PCJM40 (Sun 29-Sep-24 11:44:40)

I do get the homepage, but it says the page is not sure.

Sounds to me that the broadband line coming into your property has been incorrectly switch over to Talk Talk. This may have happened in the exchange or the street somewhere.

Best wait until the Openreach engineer arrives as you can't fix this issue yourself.

In reply to a post by Villus:

I am sure I am on WiFi. I have turned the router on and off again serval times. I even left it off over night. The router is the one supplied by Sky..

??? You are missing my point. Try with the router turned off, to verify that you are on your own wifi.

Sky's problem to solve, your line has been moved to TalkTalk by accident. Do not bother trying to solve this through TalkTalk.

Make sure you get your compensation from Sky for a complete outage https://www.ofcom.org.uk/phones-and-broadband/servic...

right, what device are you using ? laptop, phone or pc ?

In reply to a post by Villus:

I do get the homepage, but it says the page is not sure.

(Presumably "not secure")

As others have said: make sure you're connecting to *your* wifi and not someone else's - by turning off your own router and checking it no longer connects.

If you are, then it does sound like either you have been "slammed" by Talk Talk, or possibly some wires have gotten swapped upstream. Either way, you must get Sky to fix this. They will either recover your line from Talk Talk, or get Openreach to fix the problem.

or he may a have webpage hijack !

In reply to a post by Taras:

or he may a have webpage hijack !

My thoughts exactly, sounds to me like his device has been hijacked. Taken to a website and told to ring up and pay to get access to the internet again? Sounds fishy!

What is the number its asking you to ring? What is the URL in the address bar?

Usually if your ISP restricts your connection, then you can't get online at all, even to their own website.

Villus does the page look like this

https://helpforum.sky.com/t5/Broadband/TalkTalk-have...

I have also plug the phone directly in to the socket and nothing.

Converted to SOGEA by whatever service has been put (rightly or wrongly) on the line ?

100% that is the problem that I have!

It takes me to the Talk Talk portal and the telephone number is their payment line number. If it has been hijack they are not very good at it.

Wait for the Openreach engineer …. it may well be a simple crossed connection in the cab.

do as Zarjaz, said and wait for the OR engineer, i missed the "voice line was dead" statement by you. You haven't been hacked or anything, its a line issue, most likely your line has mistakenly been swaped :|

In reply to a post by Villus:

It takes me to the Talk Talk portal and the telephone number is their payment line number. If it has been hijack they are not very good at it.

How do you know this number is actually talk talk I have looked up the number and many people report it as a scam
even though talk talk list it as their number bit weird

Based on reports from our website and app users, it appears that the phone number 03451720040 is associated with a broadband scam call. We haven't yet been able to confirm whether this number is associated with Talk Talk or another company. This type of scam often involves fraudsters trying to create fear by claiming your internet has been engaged in illicit activities or has been infected by a virus. They might even threaten to disconnect your internet connection unless you comply with their demands. If you're concerned about your internet connection, it's advisable to disconnect and directly contact your service provider.

Contact sky and get them to fix it its their responsibility.
I would also download a virus and malware scanner just in case it is a virus.

In reply to a post by Villus:

When I context to my WiFi it takes me to the Talk Talk portal which says that my access has been restricted and I need to make a payment, it gives me a phone number which is Talk Talks payment line.

All of the lights on the router are on and working. I have also plug the phone directly in to the socket and nothing.

If the lights on the router are all correct then you wont be on talk talk as the internet authorisation would fail and it would show as not connected to the web

In reply to a post by pyarwood:

If the lights on the router are all correct then you wont be on talk talk as the internet authorisation would fail and it would show as not connected to the web

Please could you consider keeping quiet when you don't actually know how these service providers work.

Both Talktalk (Residential) and Sky use IP over Ethernet. There is no PPPoE session and no username or password involved. They use the line identification information added by Openreach to the DHCP request packets to authenticate.

Therefore, it's quite possible to take a random Talktalk router and plug it into a Sky line, or vice versa, and have the connection come up.

Please don't patronise me.......
Please consider you don't tell other people what to do your not Donald trump.

no they don't use Line identification they use the device serial number...
your also saying a service was DISCONNECTED at SKY and transferred to TALK TALK but SKY wouldn't have disconnected their equipment....

but your saying talk talk equipment would authorise a sky serial numbered router on it its back end servers.... don't think so not a hope

that's like saying just because TSB and Lloyds use exactly the same servers that your bank card would be authorised on both systems.

and if you search this number around 1000s people have received this message are you telling me they were ALL WITH SKY and got ported to talk talk without them knowing.

Edited by pyarwood (Tue 01-Oct-24 19:48:46)

Given you can use a third party router on Sky with a generic username and password, I don't think they are relying on device serial numbers

Sky is locked to serial number if you Was using a router with generic details it would authorise as long as that account is active and you wouldn't get the settings like static ip and stuff on your sky account.

The Sky router requesting an address via DHCP would happily get one from TalkTalk

The phone number is listed at https://community.talktalk.co.uk/t5/Articles/Payment... and as for why it is chosen by people making outbound scams pretending to be TalkTalk, well, impersonating the number probably helps with that.

Edited by jpm (Tue 01-Oct-24 21:20:14)

Also the OP's telephone line going dead at the same time must be related to some crossed wires somewhere.

How.would talk talk know which static ip address to give you

b]So advising the poster this is not a scam is good advice then??

If TalkTalk issued static IPs on residential services they would use the tag that Openreach insert onto the DHCP and/or PPPoE packets to link that request to a subscriber.

I have not advised the poster that it's not a scam, but I can't see how it is when the number listed matches the payments line published by TalkTalk and the behaviour is in line with what would happen if the wrong port was connected at the cabinet.

Thousands upon thousands of people have declared this NUMBER is a scam and number spoofing on ss7 could account for the number being correct but routed somewhere else this could also account for the land-line not working forcing the user to use mobile which is more susceptible than land line CONNECTIONS.

https://who-called.co.uk/Number/03451720040

Edited by pyarwood (Tue 01-Oct-24 23:11:20)

I guess it is possible that someone has loaded malware onto the OPs system to show them that message, gone into the cabinet to disconnect their phone line, and then also hacked their mobile provider to ensure that placing a call to the automated payments line that TalkTalk publish instead goes to the attacker. But it's more likely that their service has been incorrectly connected to a port that TalkTalk ordered.

Edited by jpm (Tue 01-Oct-24 23:26:06)

In reply to a post by pyarwood:

Thousands upon thousands of people have declared this NUMBER is a scam and number spoofing on ss7 could account for the number being correct but routed somewhere else this could also account for the land-line not working forcing the user to use mobile which is more susceptible than land line CONNECTIONS.

https://who-called.co.uk/Number/03451720040

TT own that number, it is a TT number.......... please learn to read

LEARN TO LISTEN DO YOU THINK CRIMINALS CANNOT GET ROUND NOT OWNING THE NUMBER.......

IF YOUR GOING TO BE A KEYBOARD WARRIOR FIND OUT WHAT AN SS7 ATTACK IS.....

BEFORE YOU ADVISE PEOPLE TO NOT CARE IF THERE COMPUTER HAS MALWARE OR NOT.

Oi!

Stop shouting. I was fast asleep and you woke me up. Even with my phone switched off.

OH BULLY FOR. YOU

You have single handedly turned this into an arguement which is not helping the OP one bit.

please reframe.

The OP has stated the phone is dead. Now theres two reasons why this has happened, they also have an OR engineer attending. I was also one of the first to bring up that this may be scam on the op, I also did the proactive thing in looking up the screen info the op had suggested has taken place.

I'm also aware that whilst the OP is not directly connected this, but alot of shell energy accounts have been moved over to talk talk and that means moving the lines over to their llu equipment. So there is scope for the line being shifted by accident .

To be accurate, thousands of people have checked this number. 1 report was noncommittal, 2 have declared it genuine and 11 have declared it a scam. 4,186 had no comment to make about it.

That's over a period of 7 years. So less than 2 people a year have reported it as a scam.

Edited by TinyMongomery (Wed 02-Oct-24 08:50:35)

Hi Matthew

When will the Openreach engineer be attending? would be really good for all of us here to find out what happened.

I’d wager it’s a cross connection and not a scam .
TBH if it were a scam , the landing page would be generic , ‘this is a message from your ISP ‘ rather than naming a specific ISP , as in this case , if the users ISP is different to the one on the landing page ( TT and not the users ISP Sky as in this case ) it gets a [censored] response from the user , rather than ‘I’d better call and sort this out ‘ .

Edited by Iniltous (Wed 02-Oct-24 10:41:09)

In reply to a post by Iniltous:

I’d wager it’s a cross connection and not a scam .
TBH if it were a scam , the landing page would be generic , ‘this is a message from your ISP ‘ rather than naming a specific ISP

I think the majority of us are in agreement about this, thats not to say that it isn't a scam but we will have to hope the OP comes back and gives us an update on the outcome.

In reply to a post by pyarwood:

LEARN TO LISTEN DO YOU THINK CRIMINALS CANNOT GET ROUND NOT OWNING THE NUMBER.......

IF YOUR GOING TO BE A KEYBOARD WARRIOR FIND OUT WHAT AN SS7 ATTACK IS.....

BEFORE YOU ADVISE PEOPLE TO NOT CARE IF THERE COMPUTER HAS MALWARE OR NOT.

Please stop writing in all capitals. This is considered shouting and not friendly.
You are correct in that you should never rely on the number on Caller ID as any means of authentication.

Caller ID as any means of authentication

I don't think this was about caller ID. The hypothesis was that a malicious actor has managed to disconnect the persons phone, take control of the Internet service so it presents a false page saying the Internet is not available and to contact TalkTalk on the number that is their published number and has managed to hack their phone so that when they call that number it actually goes through to the malicious actor.

This is a whole series of very targeted hacks that are likely to have limited payback - Occam's razor suggests it is far more likely that someone has misconfigured the port so that it is on TalkTalk rather than their correct provider. OpenReach are sending an engineer so highly likely that will be the identified cause rather than a series of hacks targeted at the technology of 1 person.

Completely agree, and arguing amongst ourselves doesn't help anyone. Part of being in this forum is to help. Sometimes people have misinformation, its better its corrected here and thus searchable too.

Lets hope the Op does reply in regards the OR visit .

In reply to a post by Taras:

Part of being in this forum is to help. Sometimes people have misinformation, its better its corrected here and thus searchable too.

Can I say that you are one of a bunch of very helpful people on this forum who I respect highly

Edited by PCJM40 (Wed 02-Oct-24 16:57:15)

Hanlon’s Razor.

Anything is possible, but some things are more likely than others.

"Never attribute to malice that which can be adequately explained by stupidity"

Sooooo... any updates??

In reply to a post by hypertony:

Sooooo... any updates??

I'm curious too.

In reply to a post by seb:

In reply to a post by hypertony:

Sooooo... any updates??

I'm curious too.

And me!!

and me!!!

There has been cases of this happening, so knowing the outcome regardless of it being user error or something strange, its just nice to know because we can say "hey have you tried this"! for future sky users.

In reply to a post by Taras:

and me!!!

There has been cases of this happening, so knowing the outcome regardless of it being user error or something strange, its just nice to know because we can say "hey have you tried this"! for future sky users.

Sadly for a lot of people who come here the help is one way and once their issue is solved they are never to be seen again

In reply to a post by PCJM40:

Sadly for a lot of people who come here the help is one way and once their issue is solved they are never to be seen again

So true and the solution is lost typically (even though often we know the answer) but it allows the solution and discussion to be searchable.

In reply to a post by seb:

In reply to a post by hypertony:

Sooooo... any updates??

I'm curious too.

I've PM'ed him, hopefully the user will come back to us with an update.

Well that was an “entertaining” thread!! 😂

OP was last seen on this thread on the evening 29 September. Around the time it got rather heated and SHOUTY.

Perhaps they’ve been fully resolved for months and perhaps will return at some random point in the future when their service next breaks or is slammed or whatever happened here. I wouldn’t hold out too much hope of them returning before. Who can blame them really.🤔

I think the OP has disappeared because they looked deeper into Taras's link after this reply to it.

Possibly one of those who forgets to thank people. Or feels embarrassed by the solution.

👍

In reply to a post by pluralist:

I think the OP has disappeared because they looked deeper into Taras's link after this reply to it.

Possibly one of those who forgets to thank people. Or feels embarrassed by the solution.

I had to look back to what i posted 🤭🙈

Simply using the link I gave then the link in the header of that post by the OP would have taken you to yours .