topic Re: Router not visible in Broadband

Router not visible

Ronaldo1959 — Mon, 10 Oct 2022 19:26:06 GMT

Got an ongoing problem with loss of Internet since mid afternoon that's been investigated by talktalk. At the minute it's been passed on to case management as there may or may not be a problem somewhere on the line.

I'm puzzled that though the router LED is steady amber and obviously not connected to the Internet, surely the router should still show up as available to laptops and phones etc. in list of available networks? Also connected laptop to router with ethernet cable but unable to access admin page on 192.168.1.1..

Just concerned that may be wasting time going down the line fault route if it's obviously a router problem. TIA

Re: Router not visible

Skynet_TX — Mon, 10 Oct 2022 20:36:51 GMT

Hi @Ronaldo1959,

That does sound a bit odd, the support team here should be able to pick this up tomorrow. If they thought the router might be at fault they may be able to arrange a replacement for you, although that may also depend on the status of the line investigation that is ongoing.

Re: Router not visible

nophead — Mon, 10 Oct 2022 20:44:41 GMT

Yes your router should definitely be available on Ethernet and Wifi and the LAN should work even if it is can't connect to the internet via the phone line.

Re: Router not visible

Ronaldo1959 — Mon, 10 Oct 2022 22:02:39 GMT

That's what I thought. Hopefully someone gets in touch tomorrow.

Re: Router not visible

Anonymous — Tue, 11 Oct 2022 06:02:44 GMT

Hello,

I'm sorry to hear this. I've run a test on the line now which is clear. Is the router currently switched on? Have you tried factory resetting the router and then re-setting this back up again? If you have already tried this then please let us know and we can send a replacement router for testing purposes. We would also send a router returns bag so that one of the routers can be returned.

Thanks

Re: Router not visible

Ronaldo1959 — Tue, 11 Oct 2022 07:27:25 GMT

Hi Michelle, thanks for response. The router is switched on. I tried two factory resets as instructed by two different agents investigating the problem yesterday.

Re: Router not visible

Debbie-TalkTalk — Tue, 11 Oct 2022 07:44:51 GMT

Hi Ronaldo1959

I've ordered you a replacement router and a returns bag for your current one.

Please allow 24-48hrs for this to arrive. Let us know how the connection compares with this router.

Thanks

Debbie

Re: Router not visible

Ronaldo1959 — Tue, 11 Oct 2022 07:47:37 GMT

Thanks Debbie, will do.

Re: Router not visible

Debbie-TalkTalk — Tue, 11 Oct 2022 07:52:40 GMT

Hi Ronaldo1959

Thank you 🙂

Debbie

Re: Router not visible

Ronaldo1959 — Wed, 12 Oct 2022 19:09:50 GMT

Hi. New router arrived today and working perfectly. Thank you.

Re: Router not visible

Debbie-TalkTalk — Thu, 13 Oct 2022 04:57:34 GMT

Hi Ronaldo1959

Perfect 🙂

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

Thanks

Debbie