No phone and intermittent broadband

JEN22

For the last week weve had no phone and no broadband. Yesterday the broadband came back intermittently spoke to talktalk who said they would send an engineer Tuesday - they didn't turn up


anyone know if the problem would be internal or external

Aylesbury_Duck

Have you spoken to neighbours to see if it's a common problem?

Where do you live? Somewhere that's had high winds and snow in the last week? If so, it's possible that a telephone cable or connection has broken.

onomatopoeia99

First thing to check is to plug the phone into the test socket behind the faceplate on the master socket. This should disconnect all the extension wiring. Do you get a dial tone? If you do, the fault is likely internal. If you don't, external. That's very crude though, and depends on your internal wiring actually being connected to the master socket correctly in the first place, and you having one of the newer type master sockets that has the test socket behind the faceplate.

another_casualty

I had problems for approx 3 weeks . I’m with Vodafone , who to be fair were very professional throughout .

First things first ( and you’ve probably done it already ) ..reset the router. Then as suggested above, remove faceplate .
If the problem persists , contact talk talk . If an engineer has to come out to visit and doesn’t show up, then politely ask to terminate your contract .
Hope it gets sorted

Heedtheadvice

Agree with Ono's post above.

You need to firstly establishing if the problem is internal (your responsibility) -except for ISP provided equipment- or external (openreach/talk talk responsibility). External is all the equipment to provide the service and the line up to and including the master socket.

To avoid repeating what is already good advice see http://www.telecomgreen.co.uk/home-repair/your-master-socket-and-how-to-avoid-a-large-bill/
Written by an engineer in the business it gives a fuller explanation of what to do and avoid a hefty bill if a visiting engineer finds the problem is in your area of responsibility.

Where you have problems showing up always check and ensure the telephone part of the circuitry is working well before investigating the broadband. Unless you have fibre to the premises the router uses the same line as the phone and if that line is faulty the broadband will not function correctly. The phone line needs to be clear, noise free and not intermittent. After that you can investigate the router problem.
If external report a phone problem first as once that works the router connection may well sort itself. Openreach will likely want to look into phone issues first anyway.

Edit: just read the casualty's post. I disagree. Do not rest the router tackle the phone problem first! But do press talk talk if it is an external problem!!

Note I am not connected with Telecom Green and virgin supply their own circuits not via openreach

JEN22

Turns out it was a loose connection at the exchange. Talktalk were hopeless. I had no phone or broadband for 1 week and I live alone. I had to find a BT Open Reach engineer in the village to sort it. I have terminated my contract with Talktalk and am in the process of moving to BT

another_casualty

Glad you told talk talk where to go .