Talktalk problems (merged)

jpe20

Hi folks,

Seems that my brother has got connection trouble for his talk talk connection to broadband. His router (they call it a modem!!! how confusing!!) arrived today I think hence his phone call to me this evening. Apparently he called customer support this evening too and they said that his activation date was the 1st August.

Seems that the (I myself am on BT broadband/ethernet connection) "Modem/router" that my brother was supplied was a Sagem one and seems to be USB only. The only connectors on the Sagem unit seem to be USB and the ADSL line going in [No reset button or power supply connection apparently]. He follows the following proceedure with me over the mob. phone ........ [All phone type units disconected ...incl. SKY+)

(1) Connects up "primary" phone socket directly to Microfilter (SWAP ALREADY TRIED)
(2) Connects ADSL lead (RJ11) to microfilter and "modem" Sagem unit
(3) Connects USB lead to Sagem unit "BUT" not to the computer yet.....
(4) Turns on PC
(5) Installs software stuff (new install start)....
(6) Eventually asks .... to connect router/sagem unit .... after 10-20secs requests reboot ...
(7) Reboot carried out and installation resumes .......
(8) Modem connection test passes but Network Connex. Test Fails!!!!!!!!!! [Supplies user name and password he had been supplied!!!] THIS IS WHERE WE ARE STUMPED

Norton Internet Security 2005 is installed is this a problem to this installation????

We have swapped over ... removed all other telecom equipment etc so connection wiring is NOT an issue.....

Only other option is the equipment at the local exchange is faulty in some way .... or not installed properly due to massive demand etc,

Is the fact that the phones work fine without the microfilters a MASSIVE CLUE???? to the fact that the broadband connection has not been activated????

I ran out of solutions to help my brother out tonight so I do hope that you guys/gals can come up with some suggestions. I don't want him spending ages on their tech. support lines at 50p a min or whatever trying to solve this!!!! This is MSE afterall.

Anyhow tomorrow night's suggestion (from me!) is to uninstall Norton Int. Sec. 2005 [use a removal tool from interweb!!!] then try again with installing the TalkTalk security package then try a reconnect ..... not hopeful of this suggestion though I am sure u guys/gals have a better idea than this.

Okay time to stop rambling and grab that last beer from the fridge ....... Hope I made some sense

Jules

sleepali

Couple of things spring to mind at this point. When he installs the software, make sure that Norton is Disabled first 'cos it can interfere with set up.

Secondly, I had a similar problem installing my mates Talk Talk Modem, turns out the Modem was not working. Still waiting for a replacement.

Does he get the ADSL or USB lights flashing or lighting up on the modem at all, if not, this too may be faulty (my sister had the same problem with the same make of modem but with Orange, I'm sure they send faulty ones out on purpose to get people to pay premium rates by calling their support, IMO).

Little_John

jpe20 sorry to !!!!!! on your parade but the Sagem 800 that talktalk provide is an ADSL modem not a router :P

I frind of mine got one when he signed up and it wouldnt sync with the line.

the instalation of the modem reequires you to put the cd in first before connecting the modem, and only connect the modem at the point the install says to. not sure what differentce this make but thats how Sagem say it mustbe installed. The install will also include the status and diagnostic tool to help you find where the problem is.

Your main thing to look at are the lights on the modem
ADSL and PWR
PWR is simple if it is on the modem is getting power from the pc, if it is off then there is no power.

ADSL getts a little more compex it is green
If it is on then there are no problems with the connection, exhcange or filters.
If it is off then the modem isnt connected to an ADSL line or modem is off. make sure the pwr light is on if it is plugged in and pwr is on then the line may not even be enabled for adsl contact the ISP and get them to sort it out (good luck speaking to TT)

If the ADSL is flashing then it is trying to syncronise with the adsl line this shouldnt happen for too long once it syncronises (sync) then it will be solid green. If it doesnt sync then the problem could be far and wide.
dirty contacts on the cables - make sure they are clean
problems with filters - try a diferent filter
faulty telephone extention - try connecting the modem to the filter and then direct in to the main phone socket in the house cutting out any chance of dodgy wires. I had a problem with a telephone extention wire once stopping the sync.
check that the line is the line that the request for adsl is correct

I hope yo get it sorted.

jpe20

I guess I was wrong in calling the Sagem unit a router!!!! Just that the ADSL setup I have myself has a router and I keep thinking of the "modem" as my old dial up card!!!!!

Yeah some things to try with my brother this evening .....

May just disable Norton though making sure that windows firewall is operating.

Just that the phones work fine without the microfilters makes me suspicious the line ain't been activated even though they say so. I'll double check with him on the status of the LED activity on the ADSL LED on the Sagem unit.

I'll let you know how it goes tonight.

Jules

csarge

Talk talk died last night about 9pm ish....wouldn't let me on.

Phoned their helpline and got told their server had died, or wasn't working.

It's been working since 10:42am this morning, so you should be ok. :j


Last night I was getting to the username / password section and it was just timing out and taking forever to do anything.

jpe20

Brother is "waiting" for callback from TalkTalk at the moment!!! ..... Disabled Norton Internet Security ......

Got connect to modem .... SUCCESS
Connect to Network ..... SUCCESS
Connect to TalkTalk ... FAILURE .... does not seem to ask for username and password!!!!!

ADSL LED and PWR LED have been confirmed to be both on (green and steady ... no flickering).

Ho humm....... twidles thumbs and waits .......

Why is this broadband stuff always a hassle.

Jules

jpe20

csarge ... looks like what you say was the source of some of our problems last night. Though we are still stuck!!!

jpe20

Now PARTIALLY FIXED

I managed to get my brother to manually configure/alter the TalkTalk network connection re-entering his username password etc. Seems to only access the web via "Activate and Go" (could be wrong with it being the word activate!) desktop icon. The "TalkTalk Broadband" desktop icon does nothing (should this be the case??). Seems to be IMO that Northon Int. Sec. 2005 has caused numerous problems through the setup I suspect (even though NIS was disabled). My advice to my brother is to uninstall NIS with a removal tool. Uninstall the TalkTalk software and go throught he setup again and then reinstall NIS. Though having got a connection of sorts he is reluctant to do this. Any1 else experience similar problems???

TalkTalk customer services has been poor so far ..... offering to call back in 2-3 days to continue the problem solving!!!!!!!! Originally they said they would call by 4pm (a few hrs later) though they never did. Also u seem to get discounnected from their helplines frequently.

Anyhow it should be working smoothly sometime then the whole hassle of customer services will be over and my brother will enjoy cheap broadband!!

Jules

charlie_farley

:mad: Hi - have just found your post and am desperate to know how you resolved this problem because I have exactly the same trouble. I called the Technical Services Team at Talk Talk yesterday - was on the phone for 40 minutes with them - only to be told they would have to prepare a report and get someone to call me sometime within the next TEN DAYS!!!!!!! Tonight, having tried to get around the problem by doing umpteen different things I finally managed to completely wreck windows start up function. Only by luck, wing and prayer did I manage to rectify the thing! PLEASE PLEASE PLEASE get back to me with the latest info you may have. thanks and regards, Chas

jpe20

Hi Chas,

Sorry u have trouble too. I can add very little really to what is already on this thread. I would look at littlejohns post to double check that you modem looks operational.

Then I would go through the connection procedure and see where it fails. Impression I get is that you fail to "Connect to TalkTalk" with connect to network being a success and connect to modem being a success. Double check the modem leds and make a note of what is happening.

Failure to connect to "TalkTalk" I would say based on my experience with my brother is probably due to a problem their end which is unfortunate for you as TalkTalk have a poor record at the moment of turning around tech issues quickly. I would make sure you have the correct username and password. Double check with tech services (I would just keep ringing them and ignore their 10day return stuff as they never kept their promises on callbacks with us!!).

They will probably offer to send you a replacement modem which I would take (if it is free) as it is always handy to have a spare as mine runs hot!! and heat eventually kills electronics.

Sorry not much to add really ... my brother never let me find a more elegant solution.

Also try connecting at different times and also try and phone up a "status line" for information on your local exchange as from time to time local exchanges can have service problems.

Hope you get sorted soon as I feel your pain .... I had to wait 6days to get my broadband finally sorted (BT). Problem was at the exchange end.

Did you see TalkTalk on watchdog????? Looks like they are underprepared for the massive surge in demand. Sounds similar to the BullDog fiasco where they just kept taking on subscribers when they clearly did not have the resources to connect them all up and service them with customer support.

HTH
Jules

PS ... do I need to say check your microfilters are properly connected???? Try and connect your modem via microfilter directly into the main incoming phone socket with all other phone equipment disconnected. I would turn on windows firewall and disable any firewall software you have (temporary only) just to see if the firewall is somehow blocking your connection. For me I found that Sygate firewall on my media PC blocked my xbox360 accessing the PC even though there were no specific visible warnings it was blocking access. If you find it is the firewall blocking access then you need to either use another firewall or specify an customised "rule" to allow specific access requirements of the modem. Do not set up a DMZ etc as these essentially open up all your ports to the internet ... bad idea.

I would not hard reset the modem or fiddle around with the settings (ie via 192.168.1.1) as the modem comes preconfigured. Do so only if tech support says so or someone who knows what he is talking about.

jimmmyc

Mine worked straight away-what I didn't do was use any Cd's.
I plugged in the modem to the phone line,plugged in the cat5 cable
and followed the set up routine on the card for the 192.168.1.1 address.
then I closed windows and reopened it worked fine.
Unless you have an apple I don't think you need the CD.