Switched to TalkTalk broadband & left without internet

ernie-money

i recently switched our broadband from Virgin fibre to talktalk and our switch date was yesterday. I was a bit weary about changing, under current circumstances, but we were just coming out of contract & the cost was almost doubling and with my income drastically reduced, it just wasn’t feasible. Initially I was told that we’d need an engineers visit, but then got a message saying that the switch would happen automatically. Our phone line went dead yesterday, but is working again today. We had already connected the new router, waiting for it to go live, but instead of a solid white light, indicating that it’s on, we just get a flashing amber light, which apparently means that it’s “connecting”. I’ve done an online test, which tells me that our line is fine, but they can’t access all details, which doesn’t help much. I have tried to contact talktalk, but their call centres are closed for the time being, leaving us without internet, which in the current situation is a nightmare! Does anyone have any suggestions as to what do please? Oh and, yes, I’ve disconnected, reconnected, turned on & off about 10 times to make sure it’s all plugged in properly, to no avail. Please help!

JJ_Egan

How is it connected to the master socket.

TT have a users forum ??

ernie-money

JJ_Egan said:

How is it connected to the master socket.

TT have a users forum ??

It’s a one hole socket with a filter. 

ernie-money

I’ve just had a look at their user forum and found lots of posts from people without internet access, but no resolutions. I’m just wondering if I can try to switch back to virgin, in spite of having taken out a new contract with talktalk?

JJ_Egan

You can start a new contract with VM as totally different infrastructure .

But how much will TT want .

Check your sign up to days to cancel .

ernie-money

JJ_Egan said:

You can start a new contract with VM as totally different infrastructure .

But how much will TT want .

Check your sign up to days to cancel .

I’ve got 20 days to cancel, but no way of actually speaking to anyone... it says I would have to cover any costs incurred, presumably the router, which I guess they’d charge me about £50ish for..? How to cancel though, do I post a message on their forum and where do I go from there..? Feeling absolutely overwhelmed...

JJ_Egan

<do I post a message on their forum> Ask how to but a message on a forum is not a cancellation .

ernie-money

JJ_Egan said:

<do I post a message on their forum> Ask how to but a message on a forum is not a cancellation .

It makes perfect sense, just nothing seems to make sense these days! I’m just panicking about being even more cut off & isolated in the current situation... 😢

Rodders53

Plug the Virgin modem back in - it may still be connected to the Virgin network?

TT (and Virgin and other ISPs) are reliant on an Openreach technician/engineer visiting the Exchange to move cable 'jumpers' from one rack of kit to another rack of kit to connect your line to the correct ISP.  In the current climate this may not have happened at the originally planned time?

Talk Talk community OCEs are working (from home, possibly) and may be able to help if you set up an account with your profile fully filled out (phone numbers land and mobile).  https://community.talktalk.co.uk/t5/Broadband/No-connection-and-no-customer-service/td-p/2485289

NB Virgin do 2 flavours of internet/phone. 
1) Via their own cables (coax plus telephone figure of 8 style)
2) using Openreach cables to telephone exchanges.
I'm assuming you are on the latter as, otherwise, one normally gets the new ISP set up on the BT line to the home before getting Virgin to stop service on their lines.

JJ_Egan

2) using Openreach cables to telephone exchange

Thought that was dropped by VM a good few years ago .

Worth trying a different filter . Try unscrewing front of master socket and plugging in to test socket .

Try factory resetting the router .

littleboo

Yes, Virgin sold their "off net" customers, ie those using the OR infrastructure, to TalkTalk some years ago