topic Re: Solid white light on the router but no internet connection in Broadband

Solid white light on the router but no internet connection

bmlr95 — Wed, 09 Nov 2022 11:17:12 GMT

Moved house and had our connection set up on Monday (7/11/22) - since then the internet has been patchy but mostly functional.

But since last night we’ve had nothing at all, despite a constant white light on the router. Tried restarting and resetting everything, but no luck.

I’ve tried calling and troubleshooting, and got nowhere. TalkTalk have run countless “line tests” and found a fault, but no updates over the last few days.

Fault ref number if helpful - REP-12084898

Re: Solid white light on the router but no internet connection

Chris-TalkTalk — Wed, 09 Nov 2022 12:02:47 GMT

Hi bmlr95,

I'm sorry to hear that you're experiencing problems with your service. Are you experiencing any problems with your telephone service? Is there a dial tone? Any noise on the line?

Chris

Re: Solid white light on the router but no internet connection

bmlr95 — Wed, 09 Nov 2022 12:17:32 GMT

Thanks Chris - we don't use the landline so don't have a phone to hand to test, sorry!

Re: Solid white light on the router but no internet connection

Chris-TalkTalk — Wed, 09 Nov 2022 12:26:38 GMT

OK thanks. Could you switch your router off and leave it off for at least 30 minutes then switch back on and retest. Please let us know how you get on

Chris

Re: Solid white light on the router but no internet connection

bmlr95 — Wed, 09 Nov 2022 14:51:04 GMT

Thanks Chris - did that and it worked for about an hour. Now back down again…

Re: Solid white light on the router but no internet connection

Chris-TalkTalk — Wed, 09 Nov 2022 15:08:25 GMT

Just to connfirm, your internet connection was working fine for about an hour but now it's not working at all but the light on the router is still white?

Chris

Re: Solid white light on the router but no internet connection

bmlr95 — Wed, 09 Nov 2022 15:10:09 GMT

Correct.

Re: Solid white light on the router but no internet connection

Chris-TalkTalk — Wed, 09 Nov 2022 15:13:06 GMT

And all devices are unable to connect to the internet, both wired and wireless?

Chris

Re: Solid white light on the router but no internet connection

bmlr95 — Wed, 09 Nov 2022 15:27:09 GMT

Correct. We don’t have any wired devices, but several connected to the Wi-Fi (TV, two smartphones, two laptops) - all of them connect to the router, but aren’t getting any internet.

Re: Solid white light on the router but no internet connection

Chris-TalkTalk — Wed, 09 Nov 2022 15:32:18 GMT

Do you have another router that you can test with? If not then we can arrange to send one

Chris

Re: Solid white light on the router but no internet connection

bmlr95 — Wed, 09 Nov 2022 15:34:24 GMT

Sorry, this is the only one we have. What’s the best way to send one?

Re: Solid white light on the router but no internet connection

Debbie-TalkTalk — Thu, 10 Nov 2022 06:45:10 GMT

Hi bmlr95

I can send a replacement router to the address linked to the telephone number in your Community Profile, will this be ok?

Thanks

Re: Solid white light on the router but no internet connection

bmlr95 — Thu, 10 Nov 2022 10:12:47 GMT

Thanks Debbie, that would be great.

As an update - our internet kicked back in again yesterday evening, and has been consistent-ish since, with a few dips.

Re: Solid white light on the router but no internet connection

Debbie-TalkTalk — Thu, 10 Nov 2022 10:15:58 GMT

Hi bmlr95

Please can you send me a Private Message to confirm the name on the account, I can then send the router.

Thanks

Re: Solid white light on the router but no internet connection

Debbie-TalkTalk — Thu, 10 Nov 2022 10:35:57 GMT

Hi bmlr95

Thanks for the Private Message 🙂

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Debbie

Re: Solid white light on the router but no internet connection

bmlr95 — Thu, 10 Nov 2022 10:36:55 GMT

Thanks so much Debbie and Chris for your help - will keep this thread updated, fingers crossed! 🤞

Re: Solid white light on the router but no internet connection

Debbie-TalkTalk — Thu, 10 Nov 2022 10:42:05 GMT

Hi bmlr95

Thank you 🙂

Re: Solid white light on the router but no internet connection

bmlr95 — Fri, 11 Nov 2022 10:27:36 GMT

Hi both - just as an update, we had consistent internet connection yesterday still using the old router.

The only difference was that my partner was in the office all day. Now she’s home again, it’s not working. We ran a few tests - if she turns her Wi-Fi off on her laptop, I can get a connection on mine. But it doesn’t seem to work vice versa.

Unusual, I know! Any ideas?

Re: Solid white light on the router but no internet connection

Debbie-TalkTalk — Fri, 11 Nov 2022 10:30:38 GMT

Hi bmlr95

So just to confirm, if you connect your partners laptop wired is the connection ok?

Re: Solid white light on the router but no internet connection

bmlr95 — Fri, 11 Nov 2022 10:37:33 GMT

Sorry Debbie, we don’t have a way to connect her laptop with a wired connection - it doesn’t have an Ethernet port.

We reset the IP configuration on her laptop and we can now both get a connection, but it’s so slow it’s often not loading sites at all.