No Internet - Flashing Orange and Blue light

[Liz7263537]

Hello!

We’ve had no internet since the 2nd May and the router just continuously flashes orange and blue. Performed many troubleshooting steps as listed below:

- Tried resetting

- Tried Factory Reset via physical pin

- Left the router device off for over 20 minutes numerous times

- Tried different ADSL cable

- Checked for landline noise (clear line)

An Openreach engineer did visit the property today and replaced an extremely old master socket with a new Master Socket 5C but the issue still persists. Engineers diagnostic tools were able to detect our correct download and upload speeds and they mentioned the issue is most likely a faulty router as the router is able to sync but not connect via VDSL (engineer made a phone call to talktalk and processed a new router to be sent in the meantime).

My only worry is that the new router still won’t resolve the issue as we have a secondary older talktalk router and the problem still persists.

Talktalk live chat have stated the router isn’t able to provide a sync check result and have just advised to restart the router etc. (Is there an issue with authorisation?)

Anyone that can help with any line refresh/resets would be very much appreciated. 

TalkTalk Wi-Fi Hub (Black device)

Router settings display all the correct sync speeds (showtime) but doesn’t seem to be able to make a VDSL connection as the status is stuck on “Connecting”.

Thanks

[Liz7263537]

Done, flashing amber currently. The sequence is flashing amber, flashing amber and white and then stable amber.

Could this be a DSLAM issue at the cabinet?

[Debbie-TalkTalk]

Hi Liz7263537

Thanks for the Private Message.

I'm unable to connect to the router, please can you try a pin hole reset for ten seconds?

[Liz7263537]

Hi Debbie,

Sent! 🙂

Thanks

[Debbie-TalkTalk]

Hi Liz7263537

Please can you send me a Private Message with the serial number from the back of your router?

Thanks

Debbie

[Liz7263537]

Issue still persisting with the new router that arrived today unfortunately. Router will blink amber and white and then stays stable amber. 

Router log displays “WAN DHCP client(1)failed

Anyone able to assist with this please? 

[Karl-TalkTalk]

Hi

OK, next step is to test with the new router as soon as it arrives so we can then progress.

Karl.

[Liz7263537]

Thanks for the info Karl,

I believe the issue stems from not being able to make a connection via ipv4/VDSL? (See below screenshot)

 

Cheers

[Karl-TalkTalk]

Hi

I am showing the router as dispatched. Hopefully it will arrive tomorrow.

All line tests I have run are clear and not detecting any obvious issues.

Karl.

[Liz7263537]

Morning Karl,

Thanks for the reply. 

Are you able to confirm if the router was dispatched Friday? Just trying to get an understanding of when to expect it.

Cheers

[Karl-TalkTalk]

Hi

The router is the most obvious cause of the issue, so ruling this out allows us to then look at other factors.  Our colleagues have ordered a replacement router, so connect this up as soon as it arrives and let us know here what happens.

Thanks  

Karl. 

[Gliwmaeden2]

Some staff will be back on Monday, @Liz7263537. No TT staff on here at weekends.