topic Re: Service Outage Halifax West Yorkshire? in Broadband

Service Outage Halifax West Yorkshire?

lpowelllap — Fri, 11 Nov 2022 07:11:47 GMT

Greetings from windy West Yorkshire! Is anybody else experiencing no broadband in the Halifax area (HX3)?

Tried all the usual things - turning off router/hub, resetting WiFi adaptor etc. but nothing. Light on hub is solid amber.

Re: Service Outage Halifax West Yorkshire?

Debbie-TalkTalk — Fri, 11 Nov 2022 07:19:30 GMT

Hi lpowelllap

I'm sorry to hear this.

The line test is clear - No faults detected.

Do you have an alternative router that you can test with?

Re: Service Outage Halifax West Yorkshire?

lpowelllap — Fri, 11 Nov 2022 07:41:38 GMT

Thanks Debbie - unfortunately I don’t have an alternative router to try. This is a real problem since I work from home! I used the online line test tool and it seemed to indicate that there is a line problem (unless I’ve misinterpreted it)?

Re: Service Outage Halifax West Yorkshire?

Debbie-TalkTalk — Fri, 11 Nov 2022 07:44:33 GMT

Hi lpowelllap

What message did you receive on the Service Centre?

The line tests I've completed are clear - No faults detected.

Would you like me to send a router for testing?

Re: Service Outage Halifax West Yorkshire?

lpowelllap — Fri, 11 Nov 2022 07:49:05 GMT

See attachment. Could you send a replacement router if that’s where you think the fault lies? The one I have at the moment is the black/copper hub.

Re: Service Outage Halifax West Yorkshire?

lpowelllap — Fri, 11 Nov 2022 07:53:14 GMT

The router troubleshooting doesn’t help me - once I confirm that the status light is solid amber it refers me to an agent (but nobody is available to speak to until 9am).

Re: Service Outage Halifax West Yorkshire?

Debbie-TalkTalk — Fri, 11 Nov 2022 07:54:53 GMT

Hi lpowelllap

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

Could you try factory resetting your router using the pin hole reset for ten seconds?

Re: Service Outage Halifax West Yorkshire?

lpowelllap — Fri, 11 Nov 2022 08:06:57 GMT

Thanks Debbie - I tried the factory reset in the router. The status light flashed amber for a few minutes and then changed to alternate amber/white for a few minutes and then back to solid amber, where it stayed. Still no joy…

Re: Service Outage Halifax West Yorkshire?

Debbie-TalkTalk — Fri, 11 Nov 2022 08:08:32 GMT

Hi lpowelllap

Apologies for this.

Have you also tested with the router directly at the test socket?

Re: Service Outage Halifax West Yorkshire?

lpowelllap — Fri, 11 Nov 2022 08:11:16 GMT

Sorry, I don’t know what that is. This is the type of master socket that I have.

Re: Service Outage Halifax West Yorkshire?

Debbie-TalkTalk — Fri, 11 Nov 2022 08:13:31 GMT

Hi lpowelllap

Thank you. If you remove the 2 screws, then the lower section of the faceplate should come away to reveal the test socket.

Re: Service Outage Halifax West Yorkshire?

lpowelllap — Fri, 11 Nov 2022 08:18:45 GMT

The plug on the router cable doesn’t seem to fit the test socket?

Re: Service Outage Halifax West Yorkshire?

Debbie-TalkTalk — Fri, 11 Nov 2022 08:19:35 GMT

Hi lpowelllap

Please can you connect the filter first to the test socket, then connect the router.

Re: Service Outage Halifax West Yorkshire?

lpowelllap — Fri, 11 Nov 2022 08:29:29 GMT

Similar outcome I’m afraid - flashing amber status light for a few minutes, followed by flashing alternating amber/white, followed by solid amber.

Re: Service Outage Halifax West Yorkshire?

lpowelllap — Fri, 11 Nov 2022 08:32:51 GMT

I’ve managed to borrow a router from a neighbour - will try that.

Re: Service Outage Halifax West Yorkshire?

Debbie-TalkTalk — Fri, 11 Nov 2022 08:32:56 GMT

Hi lpowelllap

Thanks for trying this.

This is all the testing we can do for now until the new router arrives, sorry.

Re: Service Outage Halifax West Yorkshire?

Debbie-TalkTalk — Fri, 11 Nov 2022 08:34:52 GMT

Hi lpowelllap

Great, thank you. Please let us know how you get on.

Debbie

Re: Service Outage Halifax West Yorkshire?

lpowelllap — Fri, 11 Nov 2022 08:42:19 GMT

That seems to have solved it as a temporary fix. Hopefully the new hub will resolve permanently.

Re: Service Outage Halifax West Yorkshire?

Debbie-TalkTalk — Fri, 11 Nov 2022 08:47:27 GMT

Hi lpowelllap

Thanks for your reply.

The new router should resolve this issue. I have already placed the router order and it's on its way.

Thanks