Networks Phone line is down - how to diagnose?

Afternoon all,

Will try and keep it brief (and will probably end up not doing so), but here are some bullets:

• No internet from router
• All lights are on except the WAN (internet connection via the phone line)
• Phone line is good as per the router status light (don't have a handset to test, but at a push I could trigger the house alarm and wait for the call)
• Can get into router home page and it just shows everything up and running bar the internet itself
• Can connect via phone as hotspot, so is definitely router (plus the WAN red light) rather than laptop
• Have rebooted router several times, no dice
• All Wi-Fi devices work including printer, so it's the outside connection
• Speedtest works from the laptop via my phone hotspot as expected (bizarrely, at three times the speed of my normal setup...??) but not from the router admin page, again as expected
• TalkTalk are 5h1te. No fkg clue whatsoever. Don't even know what my account credentials are (as in the ones to connect to their own server, NOT the ones to either log in to the wireless or the router admin page, FFS). Have raised complaint because they've "never heard of this request before". I got it from Wireshark and can get it from the router page, I just wanted to check it hadn't been changed at their end, so again - no joy
• I thought there was an Openreach industrial/professional/business page that tests your connection but I can't find my link to it any more
• TalkTalk want to send me a new router and asked me to send mine back (I don't even own one of theirs - tried explaining I was auto-migrated over from Shell and use my own, but the guy just kept repeating the same line on his screen)
• They also reckon my account login will be on the back of the router. I doubt this very much
• They have also sent me a message saying thanks and they've resolved the issue. Again - FFS

How can I test/escalate/resolve this other than change provider, which I'm due to do anyway but brings with it a whole heap of other issues related to the house alarm/copper line/moving house at some point?

@sandys - I might be wrong, but isn't network-type stuff your bread and butter? Anything you can suggest that I haven't covered?

I am frustrate.

 

So TT are still as utterly shite as ever...

 

If you’ve got the upto 74Mb service you might be able to dial 17070 from your phone or certain if it’s still a thing.

If you’ve got the speeds faster than that ie fiber to the building then you can’t do that I believe.

With talktalk just keep escalating. Tell them you don’t have a talktalk router and never did.

 

They're fkg atrocious. Their first and second level support have no clue what they're talking about - and that's coming from me. If you've followed what I post on here, it'll be plain I have no knowledge of anything really (but an opinion on a lot of things ). But these guys elevate me to a different place entirely. I might as well be Mr Gates-Jobs compared to these chaps.

 

I don't have a landline phone though, if that's what you mean I should use. I have the line in for the alarm, but no handset connected.

I'm on basic 35-ish Mb over copper.

 

My wife, while helping someone else, had a run in with them many years ago. Among other things, they wanted her to use a code from an email they sent, even though they had no internet and couldn’t receive it, seemingly completely unable understand, got no internet so, cannot download email.

If it’s not on the script, it completely throws them…

 

Here is an update.

After spending many days trying to diagnose this, and HOURS on the phone to TalkTalk who wanted to know how my keyboard was plugged into the router, only to last night have been hit with a twenty quid mobile phone bill additional due to having been on the phone to TalkTalk support, to then have a mate who's more techy than I am confirm that it's my line, the engineer turns up to go..........."It's your line".

There is more to this but I'm tired and have a mountain of sheibben to climb.

 

I make stuff for the infrastructure, how things connect to that infrastructure and do what they do.....bwoah! sorry

 

It's not much but https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know is useful to know about to get some money back if they still haven't fixed your service. Also AAISP have this fun service https://www.aa.net.uk/broadband/we-will-fix-your-line/ (would recommend them as an ISP - expensive, but support is great)

 

Cheers bud. AA do look expensive though - looks like a 2TB cap on downloads?

 

Some services don't have a quota any more, others have 1-2TB as you say /month that rolls to the next month if you don't use it all. Depending on your Internet usage a TB may or may not be a lot to constantly download every month - if you exceed that often, there are quotaless?? options too that are just a little more money/month (cheaper than the addons if you were to go over etc)

some detail here https://www.aa.net.uk/etc/news/update-to-monthly-usage-quotas/

 

These guys definitely have a sense of humour...!