topic Re: No connection since yesterday in Broadband

No connection since yesterday

gouarfig — Mon, 31 Oct 2022 09:30:23 GMT

My router connects to DSL properly but can't get an IP from the other end.

The error message from the logs of the router are `WAN DHCP client(1) failed`

For information I also tried a spare router I have lying around for testing. The diagnostic is the same.

I've started the troubleshooting system and it says that my line is fine. Well I can see the router is indeed connected to DSL, just not internet. The only option to unblock the system is to do a "live chat". It's showing me the button but there NO LIVE CHAT! I tried Safari, Firefox, Chrome, on the phone, everything and I can't go further. What kind of a service is that?

I'm trying to find a way to get in touch with someone but no luck so far. Seriously I'm browsing offers since my contract length ran last month anyway

Re: No connection since yesterday

Anonymous — Mon, 31 Oct 2022 10:05:44 GMT

Morning,

I'm sorry to hear this. I've run a few tests on the line now which are all clear. Just to confirm, when you connected the alternative router did you also replace the cables and microfilter? Did you try factory resetting the TalkTalk router and then re-set it back up again? Please let us know what light is on the router following this.

Thanks

Re: No connection since yesterday

gouarfig — Mon, 31 Oct 2022 10:42:43 GMT

Hi,

My talk talk router is the Home Hub. The other router is an old TP-Link.

No I didn't replace the cables. The microfilter is in the socket (it's a recent Openreach socket model). Both routers are saying the DSL line looks normal to me (22 Mb/s download and 6Mb/s upload).

I've switched off the Home Hub for more than 20 minutes about 3 or 4 times now.

When switched back on. the LED is alternating white and amber for quite a long time, then settles down for a fixed amber.

Re: No connection since yesterday

Chris-TalkTalk — Mon, 31 Oct 2022 10:52:26 GMT

Hi gouarfig,

Could you switch your router off and leave it off for at least 30 minutes then switch back on and retest. If it still isn't working then, then we'll need to arrange an engineer visit

Chris

Re: No connection since yesterday

gouarfig — Mon, 31 Oct 2022 11:36:28 GMT

Hi,

I actually managed to get in the chat from my tablet (weird).

So we did a factory reset of the router and the problem is still happening; apparently the router is "not authenticating". They triggered more investigations as it looks like there's a problem on the line.

Thanks for your help

Re: No connection since yesterday

Chris-TalkTalk — Mon, 31 Oct 2022 11:39:24 GMT

OK, thanks for the update

Chris

Re: No connection since yesterday

gouarfig — Mon, 31 Oct 2022 18:46:40 GMT

Yay it's fixed! the router rebooted all of a sudden and connected back to the internet.

Re: No connection since yesterday

Anonymous — Tue, 01 Nov 2022 06:53:48 GMT

Morning,

I'm glad to hear this and thanks for confirming 🙂

Thanks