topic Re: No broadband for 5 days now in Broadband

No broadband for 5 days now

Planetsmurf — Sun, 25 Jun 2023 22:44:16 GMT

I am a 71 year old pensioner who relies on a good broadband connection as I live alone and suffer from depression. For five days now I’ve had the light on the router alternate between amber and green. I’ve tried resetting numerous times. When doing a line test it always says there’s a fault and TT are trying to fix the problem.

My one year contract came to an end recently and during that year I had excellent service. I was offered the same service (full fibre?) again at £5 extra a month or for the same price just fibre(?). As I have to watch my pennies, I opted for the second option. I wish I hadn’t now. I’d gladly pay the extra £5 to get my old broadband back 😢.

Please, please can someone help me?

Re: No broadband for 5 days now

Anonymous — Mon, 26 Jun 2023 07:41:24 GMT

Morning,

I'm really sorry to hear this. The voice line test is clear, however I can see that the line is not currently in sync. Is the voice service ok with a clear dial tone? Do you have an alternative router that you could test with please? If not then we can send a replacement router for testing purposes.

Thanks

Re: No broadband for 5 days now

Planetsmurf — Wed, 28 Jun 2023 21:38:48 GMT

I have no dial tone but I can dial out. I have no alternative router.

Re: No broadband for 5 days now

Planetsmurf — Wed, 28 Jun 2023 21:40:47 GMT

I have no dial tone but I can dial out. I don’t have an alternative router.

Re: No broadband for 5 days now

Planetsmurf — Thu, 29 Jun 2023 01:26:28 GMT

Can you send me another router please?

Re: No broadband for 5 days now

Debbie-TalkTalk — Thu, 29 Jun 2023 05:56:23 GMT

Hi Planetsmurf

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

Please let us know how you get on.

Thanks

Debbie

Re: No broadband for 5 days now

Planetsmurf — Thu, 29 Jun 2023 16:24:56 GMT

Thanks. Will do.

Re: No broadband for 5 days now

Chris-TalkTalk — Fri, 30 Jun 2023 05:34:36 GMT

OK thanks 🙂

Re: No broadband for 5 days now

Planetsmurf — Sat, 01 Jul 2023 22:02:04 GMT

The new router arrived. Set up with new cables. Constant amber light on but still no Wi-Fi.

Re: No broadband for 5 days now

Gliwmaeden2 — Sat, 01 Jul 2023 22:15:20 GMT

Staff will follow up after the weekend, @Planetsmurf.

Re: No broadband for 5 days now

Debbie-TalkTalk — Mon, 03 Jul 2023 05:40:10 GMT

Hi Planetsmurf

I'm really sorry to hear this.

Is the new router connected at the test socket? Did you use the new cables and microfilter?

Re: No broadband for 5 days now

Planetsmurf — Mon, 03 Jul 2023 20:04:11 GMT

Yes.

Re: No broadband for 5 days now

Chris-TalkTalk — Tue, 04 Jul 2023 06:55:58 GMT

Hi Planetsmurf,

Could you tell me which lights are on, on the ONT (the box on the wall)

Chris

Re: No broadband for 5 days now

Planetsmurf — Tue, 04 Jul 2023 20:22:40 GMT

One light, green.

Re: No broadband for 5 days now

Chris-TalkTalk — Wed, 05 Jul 2023 07:30:01 GMT

OK thanks, is that the power light (far left)? And the other 3 lights are off?

Chris

Re: No broadband for 5 days now

Planetsmurf — Wed, 05 Jul 2023 09:04:30 GMT

Yes the green power light is on at the extreme left. No other lights.

Re: No broadband for 5 days now

Debbie-TalkTalk — Wed, 05 Jul 2023 09:14:10 GMT

Hi Planetsmurf

Thanks for confirming, I'm looking into this further and I will post back shortly.

Re: No broadband for 5 days now

Debbie-TalkTalk — Wed, 05 Jul 2023 09:48:02 GMT

Hi Planetsmurf

Could you also post a photo on this thread of the back of your TT router pls?

Re: No broadband for 5 days now

Planetsmurf — Wed, 05 Jul 2023 15:39:06 GMT

Here as requested photo of back of router.

Re: No broadband for 5 days now

Debbie-TalkTalk — Thu, 06 Jul 2023 05:52:12 GMT

Hi Planetsmurf

Thank you. I will post back shortly.