Switched to TalkTalk broadband & left without internet

ernie-money

Rodders53 said:

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.

Thank you so much! The virgin connection is still working, I just hope it stays that way... 🙏
i will wait for someone from Talktalk to get in touch, but fingers crossed we will stay connected until they do...

ernie-money

JJ_Egan said:

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 .

Have tried both the new filter they sent & the old one we had before. Phone line is working, so presumably the socket is fine..? Have also just reset the router, but it’s gone back to the same amber flashing as before. I just pray & hope the old connection stays live!

iniltous

Did you port the phone number from Virgin to Talk Talk , or did you accept any old TT number ?, if you have a dialtone on the TT ‘line’ if you dial 17070 is the number read back to you the correct one ?, were you getting ‘fibre’ broadband from TT or exchange based ADSL broadband, if you don’t know , what speed did TT say should get ?

ernie-money

iniltous said:

Did you port the phone number from Virgin to Talk Talk , or did you accept any old TT number ?, if you have a dialtone on the TT ‘line’ if you dial 17070 is the number read back to you the correct one ?, were you getting ‘fibre’ broadband from TT or exchange based ADSL broadband, if you don’t know , what speed did TT say should get ?

Yes I ported the number & when I call it from my mobile it works. It’s not fibre broadband, just the cheapest bog standard option, but we don’t get anything at all through the talktalk router. I wouldn’t mind so much if it was just slow, but it won’t allow us to get online full stop.

OrbitHeadache

If you have only recently moved from Virgin could you not connect to a Virgin hotspot using your old login details? If that works might be a temporary solution? 

JJ_Egan

Spare / old non VM router ??

brewerdave

I'm confused by this whole thread - you can't "switch" from Virgin cable to a BT based service -they are mutually exclusive - I would suggest that OP is now committed to BOTH services as TT won't have cancelled the Virgin cable service ,just restarted the "old" BT line.

ernie-money

brewerdave said:

I'm confused by this whole thread - you can't "switch" from Virgin cable to a BT based service -they are mutually exclusive - I would suggest that OP is now committed to BOTH services as TT won't have cancelled the Virgin cable service ,just restarted the "old" BT line.

You worried me there, but having now spoken to Virgin & had it confirmed from them that my contract with them has been cancelled, I can confirm that it is indeed possible to switch from fibre to normal broadband. Still waiting for the talktalk connection to go live, but virgins actual real person I spoke to was very friendly and helpful & she confirmed that it can be up to 7 days extra before the switch takes place, so fingers crossed it will all work in due course. I just wish I could’ve afforded to stay with virgin, as their service is definitely 100% better than talktalk. I knew this from previous experience, but needs must at the moment...

brewerdave

ernie-money said:

brewerdave said:

I'm confused by this whole thread - you can't "switch" from Virgin cable to a BT based service -they are mutually exclusive - I would suggest that OP is now committed to BOTH services as TT won't have cancelled the Virgin cable service ,just restarted the "old" BT line.

You worried me there, but having now spoken to Virgin & had it confirmed from them that my contract with them has been cancelled, I can confirm that it is indeed possible to switch from fibre to normal broadband. Still waiting for the talktalk connection to go live, but virgins actual real person I spoke to was very friendly and helpful & she confirmed that it can be up to 7 days extra before the switch takes place, so fingers crossed it will all work in due course. I just wish I could’ve afforded to stay with virgin, as their service is definitely 100% better than talktalk. I knew this from previous experience, but needs must at the moment...

Sorry but you are wrong. Virgin's service comes down a coax cable which has absolutely nothing to do with the BT based systems. It is indeed possible ,to have both services to a residence. 
Virgin may well have accepted your cancellation but there is no switch as such.