topic Re: No internet access on new router in Broadband

No internet access on new router

MazzaJ — Tue, 25 Oct 2022 19:45:32 GMT

I have a new talktalk router, line has been checked and broadband working OK, constant white light on router, but devices won't connect to Internet. Message that I need to sign in to network, but keeps timing out at passwordhelper.talktalk.net.

Re: No internet access on new router

Skynet_TX — Tue, 25 Oct 2022 19:50:20 GMT

Hi @MazzaJ,

Have you recently moved home ?, just asking as this problem does happen sometimes when an account is moved to a new address.

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 (this is shown in ‘My Account’) OR your account number if you have Full Fibre with no landline
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: No internet access on new router

MazzaJ — Tue, 25 Oct 2022 19:57:42 GMT

No, just replaced a very old router.

Re: No internet access on new router

Skynet_TX — Tue, 25 Oct 2022 20:04:01 GMT

Have you tried a factory reset of the new router by holding in the reset switch on the back for over 10 seconds.

If that doesn't help, the support team here should be able to help more tomorrow.

Re: No internet access on new router

MazzaJ — Tue, 25 Oct 2022 20:13:49 GMT

I'll try tomorrow - I've had to reconnect the old router temporarily in order to connect.

Re: No internet access on new router

Karl-TalkTalk — Wed, 26 Oct 2022 07:07:56 GMT

Ok, try the reset and let us know.

Karl.

Re: No internet access on new router

MazzaJ — Wed, 26 Oct 2022 07:27:14 GMT

I've tried the reset, but still can't connect. Devices say I have to sign in to the network, but am unable to do so as they direct me to talktalk password helper, which I can't connect to, as no internet access!

Re: No internet access on new router

MazzaJ — Wed, 26 Oct 2022 07:30:32 GMT

Reset has made no difference. Still says I have to sign in to network, but directs me to talktalk password helper, which I can't connect to as no Internet connection!

Re: No internet access on new router

Karl-TalkTalk — Wed, 26 Oct 2022 07:42:44 GMT

I'm showing from the logs that the router can get online when the correct authentication details are entered but not when these are missing or left at the default settings.

Can you log into the router and enter your broadband username and password under the connection details.

Thanks

Karl.

Re: No internet access on new router

MazzaJ — Wed, 26 Oct 2022 07:59:09 GMT

Logged in, but didn't enter anything, and suddenly it seems to be working. Have Internet on laptop and mobile. Tried this yesterday, but nothing worked then. I will try other devices in the house in a bit, but it looks as if problem is solved. Thank you for your time.

Re: No internet access on new router

Karl-TalkTalk — Wed, 26 Oct 2022 08:04:59 GMT

I've added the username to our ACS platform so the router will automatically have the correct username when it syncs up, I don't have visibility of the password so this would have to be entered manually if there are any further issues.

Karl.