topic Re: No Internet in Broadband

No Internet

NM213 — Wed, 03 Aug 2022 12:29:33 GMT

A week ago I noticed our Wifi wasn’t working, however, with running long Ethernet cables to all the TVs and various Access Points around the house it wasn’t an issue.

I then decided to reboot my router and I lost all connection to the internet.

Unfortunately, this was the night before going on holiday and I hoped on return all would be ok.

However, after returning yesterday there is still no internet.

I have disconnected everything and just have my router plugged into the master socket. The light goes white and the WiFi shows, but still no internet.

I have tried the following:

1) Full reset of the router back to factory settings

2) Replaced the micro filter and cable

3) Unscrewed the master socket and connected directly to the socket within

4) Tried my old HG633 router

5) Ran a test on the line using TalkTalks website (shows everything is fine)

6) Tried connecting a laptop directly to the Ethernet port of the router and accessing 192.168.1.1, this works intermittently and I can’t run ipconfig /renew on the laptop as it says the LAN is disconnected?????

I phoned TalkTalk and they are sending me a new router, but given I tried the HG633 and that didn’t work I am worried it is a bigger problem.

Any suggestions?

Re: No Internet

Karl-TalkTalk — Wed, 03 Aug 2022 13:38:54 GMT

Can you add your home number to your 'Community Profile' so I can take a look from this end.

The new router can verify there are no hardware issues and give piece of mind that it is not the router, unless you are fully confident the older HG633 is working.

Thanks

Karl.

Re: No Internet

NM213 — Wed, 03 Aug 2022 14:28:42 GMT

Hi.

I am sure our old router was / is working fine.

Thanks

Neil

Re: No Internet

Karl-TalkTalk — Wed, 03 Aug 2022 14:35:10 GMT

I've removed the number from your post, best not to post this publicly, add it to your 'Community Profile' so only we can see it.

All line tests are clear and I can see a connection. What lights are showing on the router ?

Is the home phone working ok ?

Thanks

Karl.

Re: No Internet

NM213 — Wed, 03 Aug 2022 14:52:36 GMT

Good point! Thanks.

We don’t use the home phone, nor do we have one to test. I have dialled the number and it is ringing.

The light on the router is white, it does take around 4 minutes to get to that stage though, which seems longer than it ever has previously.

Re: No Internet

Karl-TalkTalk — Thu, 04 Aug 2022 07:08:03 GMT

OK, lets see what happens with the new Router when this arrives.

Karl.

Re: No Internet

NM213 — Thu, 04 Aug 2022 11:59:12 GMT

Router arrived today and has solved the problem. Thanks for the help.

Re: No Internet

Karl-TalkTalk — Thu, 04 Aug 2022 12:00:43 GMT

Thats excellent, thanks for confirming.

Regards,

Karl.

Re: No Internet

Karl-TalkTalk — Thu, 04 Aug 2022 12:01:10 GMT

Hey

What matters to you, matters to us. That's why we're listening to more of our customers than ever before. Thinking about the interaction you've just had with us on community today.

We'd like you to answer a few questions, but we promise it won't take any longer than five minutes.

https://survey2.medallia.eu/?tt-digital-service&convid=24967101&source=lithium&agent=Karl+Rio&campaign=Community

Thanks for your time & don't forget we'd like you to answer the questions based on your experience with us today.

Take care

Karl.