topic Re: Router flashing amber in Broadband

Router flashing amber

CharlotteLV — Fri, 11 Feb 2022 08:41:09 GMT

My WiFI hasn't worked for almost a week now and my router only flashes amber. This happened after TalkTalk sent me a faulty adapter which blew out my wall socket. (I know it was the adapter as I've had an electrician round who said my socket and electrics were all fine.)

I've tried all the normal troubleshooting methods - resetting it, turning/leaving everything off and turning it on again, unplugging things and plugging them back in. The setup is exactly the same as when the WiFi was working, it just no longer does.

The customer service advisor told me the problem is likely in my home and not with the line, but couldn't give any further suggestions. They aren't sending an engineer round until next week and won't send a new router or new power adapter either - I'm using a new adapter that I had to buy myself. I was just wondering if anyone has had a similar problem and resolved it without an engineer.

Re: Router flashing amber

Debbie-TalkTalk — Fri, 11 Feb 2022 09:25:04 GMT

Hi CharlotteLV

I'm really sorry to hear this.

Please can you update your Community Profile to include your name and TalkTalk landline number, we can then look into this further.

Thanks

Debbie

Re: Router flashing amber

CharlotteLV — Fri, 11 Feb 2022 09:53:06 GMT

Hi Debbie, I actually don't know my landline number as I can't log in to my account. It says it doesn't recognise my email address, even though my billing notifications are sent to that address, and when I try to register it doesn't allow me to. I've spoken to a customer service advisor about this and they couldn't help with this either.

Re: Router flashing amber

Gliwmaeden2 — Fri, 11 Feb 2022 10:01:30 GMT

Your billing email shows your account number, @CharlotteLV.

Add this in the Private Notes section, at the end of Personal Information, in the profile area of the community forum.

Go via your avatar/name; settings; from the drop down menu that starts with "email", choose Personal Information.

Complete as much as you can and SAVE CHANGES.

Re: Router flashing amber

Chris-TalkTalk — Fri, 11 Feb 2022 10:45:42 GMT

Hi CharlotteLV,

As Gliwmaeden2 has said, can you please update your Community profile with your account number if you don't know your landline number

Thanks
Chris

Re: Router flashing amber

CharlotteLV — Fri, 11 Feb 2022 11:08:04 GMT

@Chris-TalkTalk @Gliwmaeden2 Thanks both, I have now added my account number to the personal notes section.

Re: Router flashing amber

Chris-TalkTalk — Fri, 11 Feb 2022 11:59:10 GMT

Thanks for updating your profile. I can send another router to test with if you like, would you like me to arrange this?

Chris

Re: Router flashing amber

CharlotteLV — Fri, 11 Feb 2022 12:08:24 GMT

@Chris-TalkTalk Yes please - do you know when it will arrive?

Re: Router flashing amber

Chris-TalkTalk — Fri, 11 Feb 2022 12:37:32 GMT

It usually arrives within a couple of days so either tomorrow or Monday I would think

Chris

Re: Router flashing amber

CharlotteLV — Fri, 11 Feb 2022 12:38:51 GMT

@Chris-TalkTalk Great, thank you for your help 🙂

Re: Router flashing amber

Chris-TalkTalk — Fri, 11 Feb 2022 12:45:40 GMT

No problem, I've ordered the router now 🙂

Chris

Re: Router flashing amber

CharlotteLV — Tue, 15 Feb 2022 09:19:01 GMT

Hi Chris, the router arrived yesterday and all seems to be working fine now - thank you for helping me resolve this so quickly 🙂

I still have an engineer appointment booked for Friday morning which I assume I won't need now, and I still can't get into my TalkTalk account to cancel it. Do you know how I would go about doing this?

Re: Router flashing amber

Chris-TalkTalk — Tue, 15 Feb 2022 09:23:11 GMT

Hi CharlotteLV,

That's great news Charlotte. We can cancel the engineer visit for you, would you like us to do this now or do you want to give it a day or so to make sure that everything is OK before cancelling?

Chris

Re: Router flashing amber

CharlotteLV — Thu, 17 Feb 2022 17:45:20 GMT

Hi Chris, you can cancel it for me please, everything still seems to be okay 🙂

Re: Router flashing amber

Debbie-TalkTalk — Fri, 18 Feb 2022 08:53:51 GMT

Hi CharlotteLV

Apologies, we require 24hrs notice for cancelling an engineer visit (or before 12 noon the day before the arranged visit)

Re: Router flashing amber

CharlotteLV — Fri, 18 Feb 2022 08:49:45 GMT

Okay then, I'll let him know when he arrives that everything is fine. Seems rather silly and a waste of his time and mine, but that's no less than what I've come to expect from this company 🙄

Re: Router flashing amber

Debbie-TalkTalk — Fri, 18 Feb 2022 08:54:25 GMT

Hi CharlotteLV

Apologies for this. We have to have a cut off date/time for engineer visits to allow time for them to cancelled or rescheduled.

Thanks

Debbie