topic Re: Suddenly lost connection in Broadband

Suddenly lost connection

ShiningMoonlights — Sun, 21 Aug 2022 04:51:51 GMT

Was online and working fine yesterday then suddenly stopped working. Went ahead and switched off the router and switched back online the light remained a steady orange. Went ahead with diagnosis to restart it after 20 mins the router was flashing orange and white for a long time then went back to solid orange. Tried factory reset but still same orange light. I highly believe its a router fault as I've had this problem before. Could I get a replacement router ?

Thanks

Re: Suddenly lost connection

KeithFrench — Sun, 21 Aug 2022 12:25:41 GMT

What happens if you move the router, via a working or new filter to the test socket? This socket is located behind the master socket's removable faceplate (if you have that design). Do you have dial tone on your landline?

Re: Suddenly lost connection

Anonymous — Mon, 22 Aug 2022 07:52:06 GMT

Morning,

I've run a test on the line which hasn't detected a fault and the connection looks like it has started to stabilise since your last post. How is your connection at the moment?

Thanks

Re: Suddenly lost connection

ShiningMoonlights — Tue, 23 Aug 2022 00:18:13 GMT

I don't know how I got it back working since my last post. But again as of this message same thing happened. Suddenly lost connection.

Re: Suddenly lost connection

Anonymous — Tue, 23 Aug 2022 05:52:12 GMT

Morning,

Can I just confirm, does your main socket have a test socket please? If it does then please can you connect the microfilter, router and phone directly at the test socket so we can see how the stability compares.

Thanks

Re: Suddenly lost connection

ShiningMoonlights — Tue, 23 Aug 2022 09:28:26 GMT

I don't believe I have a test socket

Re: Suddenly lost connection

Anonymous — Tue, 23 Aug 2022 09:32:45 GMT

Hello,

Can I just confirm, does the main socket look like the below?

Your guide to main phone sockets - TalkTalk Help & Support

Thanks

Re: Suddenly lost connection

ShiningMoonlights — Tue, 23 Aug 2022 09:38:33 GMT

Yes it's the NTE 5C MK4

Re: Suddenly lost connection

Anonymous — Tue, 23 Aug 2022 09:42:07 GMT

Hi,

This should have a test socket behind the faceplate. There should be 2 clips at the side of the faceplate/socket.

Thanks

Re: Suddenly lost connection

ShiningMoonlights — Tue, 23 Aug 2022 09:42:18 GMT

In regards to my router WiFi hub it just constantly blinks orange and white then goes to solid orange light. When this happens I get no Internet both wireless and wired. I've tried factory resetting it, leaving it powered down, tried new cables but no luck. Currently using another router just to message as we speak.

Is it possible you can send me a replacement please?

Re: Suddenly lost connection

Karl-TalkTalk — Tue, 23 Aug 2022 09:49:18 GMT

I'll get a router out to you for testing.

Thanks

Karl.

Re: Suddenly lost connection

ShiningMoonlights — Tue, 23 Aug 2022 10:00:00 GMT

Thank you Karl do I need to provide my address or details? And do you know if there's a tracking number for the router?

Also I've got the old router here, how or do I send it back?

Many thanks

Re: Suddenly lost connection

Karl-TalkTalk — Tue, 23 Aug 2022 10:02:43 GMT

I've got your details here, and the router has been ordered. No tracking number as yet until the warehouse dispatch this later today. There should be a returns bag with the router.

Karl.

Re: Suddenly lost connection

ShiningMoonlights — Thu, 15 Sep 2022 19:09:29 GMT

Hi Karl appologies for the long time to reply, I got the router a while back and it has solved my problem. It didn't come with a returns bag but I got that sorted out through the livechat and I have sent the old one back. So far no issues with the new router and pray it lasts that way haha

Thanks a lot Karl + the rest of you!

Re: Suddenly lost connection

Debbie-TalkTalk — Fri, 16 Sep 2022 06:19:42 GMT

Hi ShiningMoonlights

I'm so glad to hear that the fault has been resolved, thanks for letting us know 🙂

I have sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie