topic Re: Broadband up, internet down in Broadband

Broadband up, internet down

ry00000 — Thu, 23 Jun 2022 19:41:31 GMT

Hi,

My internet connection has been rock solid for more than 2 years.

Today at 18:00 internet is down.

Logging into the router admin panel shows:

DSL synchronization status UP

Connections status SHOWTIME

WAN IP address None

All router lights are green except internet red

I've rebooted, reset, turned off for 30 minutes, checked cables and all look good.

Can anyone from talk talk provide support please?

Thanks

Re: Broadband up, internet down

Skynet_TX — Thu, 23 Jun 2022 21:01:58 GMT

Hi @ry00000,

If the Broadband light is solid green, but the Internet light is solid red, then this indicates that your router is physically connected ok, but it is unable to log into the TalkTalk network, this could potentially just be an issue out on the network, but if the problem does persist the support team here would be able to take a look at this for you.

For one of the TalkTalk Support Team on this community to be able to look into this you will need to update your community profile to include your name, landline telephone number that your TalkTalk service is provided on & an alternative contact number. This will allow them to identify you, and they will then be able to help.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk Support Team on this community can see your profile details).

Then they will hopefully be able to respond to this post tomorrow.

Re: Broadband up, internet down

ry00000 — Thu, 23 Jun 2022 21:09:48 GMT

Thank you Skynet_TX.

I've updated my profile with the details now.

Thanks

Re: Broadband up, internet down

Skynet_TX — Thu, 23 Jun 2022 21:14:22 GMT

It would be worth going to the Service Centre to run a connection test on your line, this may indicate if there is currently a fault affecting your local area. You can also access this from the ‘My Account’ site.

Re: Broadband up, internet down

ry00000 — Thu, 23 Jun 2022 22:37:48 GMT

I've done the network test as advice and here's the result:

So it seems the issue is not on my side.

Re: Broadband up, internet down

Anonymous — Fri, 24 Jun 2022 05:58:58 GMT

Morning,

I'm sorry to hear this. There is currently an outage which are team are aware of and are working to resolve. We'll check back later on this afternoon to see if there are any additional updates.

Thanks

Re: Broadband up, internet down

ry00000 — Fri, 24 Jun 2022 07:15:54 GMT

Morning,

Thank you for checking. Luckily connection is back this morning.

I'll check if it will be stable through the day.

Many thanks

Re: Broadband up, internet down

Anonymous — Fri, 24 Jun 2022 07:18:29 GMT

Morning,

I'm glad to hear this 🙂 Please let us know if you need any assistance 🙂

Thanks