topic Re: New fibre broadband installed. Now no internet. Flashing orange and white light in Broadband

New fibre broadband installed. Now no internet. Flashing orange and white light

Ucb123 — Mon, 30 Jan 2023 18:50:35 GMT

New fibre broadband installed today between 11am and 1pm.

Now router is flashing orange and white.

Need Internet to work as I have work to do tonight before tomorrow!!! I have very limited data left on my phone too so help quick!

Re: New fibre broadband installed. Now no internet. Flashing orange and white light

Skynet_TX — Mon, 30 Jan 2023 19:17:17 GMT

Hi @Ucb123,

Is this full fibre, or a service down the phone line (like Fibre 35 / 65) ?

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 add your account number to the ‘private notes’ section 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.

You may get faster support from the live chat or calling customer services on 0345 172 0088 during opening hours.

Re: New fibre broadband installed. Now no internet. Flashing orange and white light

Ucb123 — Mon, 30 Jan 2023 19:25:02 GMT

I have no idea. It doesn't say in my letters or emails. It just says "full upgrade"

If it helps the box they installed in black and has 4 solid green lights on?

Re: New fibre broadband installed. Now no internet. Flashing orange and white light

Skynet_TX — Mon, 30 Jan 2023 19:31:10 GMT

ok, so presumably you have that new box with the 4 green lights, and you then have your TalkTalk router that is connected to the new box, and it is your TalkTalk router that is flashing orange/white ?.

If this is the case, can you ensure the two boxes are correctly connected together using the info here : https://community.talktalk.co.uk/t5/Articles/Set-up-your-Wi-Fi-Hub-for-Full-Fibre/ta-p/2554261

Re: New fibre broadband installed. Now no internet. Flashing orange and white light

Ucb123 — Mon, 30 Jan 2023 19:34:49 GMT

Yep all connected properly!

Still just flashing orange and white

Re: New fibre broadband installed. Now no internet. Flashing orange and white light

Skynet_TX — Mon, 30 Jan 2023 19:38:57 GMT

You could try a factory reset of the TalkTalk router by holding in the reset switch on the back for over 10 seconds, just to see if that helps. Failing that, the live chat (linked to in my first reply) should still be around and may be able to help. Alternatively the support team here on the community should be able to help when they return in the morning (once you complete your community profile as described in my first reply, to allow them to identify you).

Re: New fibre broadband installed. Now no internet. Flashing orange and white light

Ucb123 — Mon, 30 Jan 2023 19:43:26 GMT

I tried the factory reset but nothing 😔

And im on the chat but no one is replying at the moment.

I've filled everything out.

Thanks for your help anyways tonight!

Re: New fibre broadband installed. Now no internet. Flashing orange and white light

Skynet_TX — Mon, 30 Jan 2023 19:48:52 GMT

If all the lights on the ONT are green then at least that should mean the actual service into your home is good and working, and maybe this is an issue with the ethernet cable or TalkTalk router.

One other thought, do you have any other router that has a WAN port (like the red port on the TalkTalk router) that you could try in place of the TalkTalk router ?

Re: New fibre broadband installed. Now no internet. Flashing orange and white light

Ucb123 — Mon, 30 Jan 2023 19:54:58 GMT

I don't unfortunately! Just this router.

Oh well! Not much more I can do tonight without tech help on the live chat.

Re: New fibre broadband installed. Now no internet. Flashing orange and white light

Anonymous — Tue, 31 Jan 2023 06:50:17 GMT

Morning,

I'm sorry to hear this. Does the connection work if you connect directly at the ONT box? Which router are you currently using please? (make and model)

Thanks

Re: New fibre broadband installed. Now no internet. Flashing orange and white light

Ucb123 — Tue, 31 Jan 2023 19:12:53 GMT

Oh lord I have no idea i have no idea of make or model.

No idea what an ONT box is... very untechy......

Re: New fibre broadband installed. Now no internet. Flashing orange and white light

ferguson — Tue, 31 Jan 2023 19:18:46 GMT

The ONT is the Optical Network Terminal i.e. the black box on the wall. Do you have a device such as a laptop with an ethernet port that you could connect directly to that, taking the router out of the system temporarily, just to check if the service is working that way?

Re: New fibre broadband installed. Now no internet. Flashing orange and white light

Ucb123 — Tue, 31 Jan 2023 19:25:46 GMT

Neither my personal laptop nor my work laptop has an ethernet port unfortunately.

This is the router model I think Huawei-DG8041W

Re: New fibre broadband installed. Now no internet. Flashing orange and white light

Anonymous — Wed, 01 Feb 2023 08:00:23 GMT

Morning,

I'm sorry to hear this. I've run a test on the line which hasn't detected a fault. Is the router currently switched on and connected at the moment? Do you have a dial tone? Which socket do you have please?

Your guide to main phone sockets - TalkTalk Help & Support

Thanks

Re: New fibre broadband installed. Now no internet. Flashing orange and white light

Ucb123 — Wed, 01 Feb 2023 20:06:58 GMT

Everything is connected fine, router is switched on. The socket is a NTE 5C MK 4 i think. But thats redundant now as they installed a whole new one when upgrading me to fibre.

Re: New fibre broadband installed. Now no internet. Flashing orange and white light

ferguson — Wed, 01 Feb 2023 20:09:52 GMT

@Anonymous The customer is on Full Fibre now judging from previous information.

Re: New fibre broadband installed. Now no internet. Flashing orange and white light

Chris-TalkTalk — Thu, 02 Feb 2023 13:49:44 GMT

Hi Ucb123,

Just to confirm, do you have an Ethernet cable running from the wan port on the router to the Ethernet port on the ONT?

Chris

Re: New fibre broadband installed. Now no internet. Flashing orange and white light

debs591 — Thu, 16 Jan 2025 23:56:13 GMT

My Fibre upgrade was done on Tuesday 14th January and still not working, spent all day Wednesday dealing with 4 different customer service staff, constantly repeating the information, last one said my account had not been activated for the fibre, even though i have been a talktalk customer for many years, he said i now need to wait 5 days, but I'm not holding my breath, i wish i hadn't bothered

Re: New fibre broadband installed. Now no internet. Flashing orange and white light

Gliwmaeden2 — Fri, 17 Jan 2025 00:07:01 GMT

@debs591, sorry, but you'll need to post a new topic of your own.

This is an old thread, and forum staff only reply to the original poster.

Please return to the message board and click on start a topic to begin your own thread.

Thanks for completing your community profile already - that's helpful for staff taking a look into this. Once they reach your new thread, they will reply on the forum. They are on here Monday to Friday, daytime.