topic New broadband hub problem. in Broadband

New broadband hub problem.

wJanet1 — Sat, 27 Jan 2024 19:35:50 GMT

Evening,

I have just connected my new broadband hub, I have a problem, the dashboard page is saying that I'm not connected to the internet, but the white light is showing, and I do have the internet. I have checked all cables etc everything is ok, can someone advise me what I should do.

Thanks 1JanetW

Re: New broadband hub problem.

Divsec — Sun, 28 Jan 2024 08:33:01 GMT

Hi @wJanet1 have tried rebooting your router?

Re: New broadband hub problem.

wJanet1 — Sun, 28 Jan 2024 14:56:03 GMT

hi,

thanks for your message, yes, I have done a reboot it, but it's still the same. I've checked everything again so not sure if it's the hub itself, as I had to put the other router I had before and that's working fine.

Re: New broadband hub problem.

Divsec — Sun, 28 Jan 2024 15:58:07 GMT

Hi @wJanet1 thanks for trying that, what does the dashboard page tell you on your spare router?

Which dashboard do you Jean, actually in the router gui or in "my account"?

Your post has been escalated and you should hear tomorrow you could check your account details and add your landline phone number so the team can identify your account. Please don't post personal information here for security reasons.

Re: New broadband hub problem.

Anonymous — Mon, 29 Jan 2024 07:28:55 GMT

Morning,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

Re: New broadband hub problem.

wJanet1 — Mon, 29 Jan 2024 13:49:24 GMT

HI,

Have just update my profile.Thanks

Janet

Re: New broadband hub problem.

Chris-TalkTalk — Mon, 29 Jan 2024 14:50:07 GMT

Hi Janet,

Looks as though the router is connected to the internet. Could I just ask what the make and model of the old router is and why have you been sent a new one?

Chris

Re: New broadband hub problem.

wJanet1 — Mon, 29 Jan 2024 23:41:24 GMT

Hi Chris,

Thanks for your message, the router is Huawei HG633, the reason I was sent a new one was I have just renewed my Fast Broadband contract. But I'm having problems trying to connect a Ring security camera just keeps saying no internet.

Thanks

Janet.

Re: New broadband hub problem.

Chris-TalkTalk — Tue, 30 Jan 2024 08:03:15 GMT

OK thanks Janet. Could you reconnect the wifi hub and I'll check to make sure that it's running the latest firmware version

Chris

Re: New broadband hub problem.

wJanet1 — Tue, 30 Jan 2024 12:32:58 GMT

Hi Chris,

Thanks for your message, I’ve run into a problem, I have no internet, no broadband and no tv. I did raise a fault with talktalk yesterday as my phone was not working properly, they said on update that they are looking into it, so I don’t know if it’s to do with that .

Thanks

Janet

Re: New broadband hub problem.

Chris-TalkTalk — Tue, 30 Jan 2024 13:18:44 GMT

Hi Janet,

What is the problem with the telephone?

Chris

Re: New broadband hub problem.

wJanet1 — Tue, 30 Jan 2024 15:08:16 GMT

Hi Chris,

sorry about this, I’d lost everything, but the TV and Broadband are back on but I have no internet at all. I put the new router on and it was flashing amber to white but just the amber light was on, so I’ve changed the router back and rebooted but still no internet. Any ideas what can be done as I need it for my security cameras.

Thanks

janet

Re: New broadband hub problem.

Chris-TalkTalk — Tue, 30 Jan 2024 15:19:54 GMT

Hi Janet,

How many telephone sockets do you have? Is your router currently connected to your test socket? - Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: New broadband hub problem.

wJanet1 — Tue, 30 Jan 2024 18:03:45 GMT

Hi Chris,

I have just one socket and the router is connected to the socket. My landline phone is working ok.

Thanks

Janet

Re: New broadband hub problem.

wJanet1 — Tue, 30 Jan 2024 22:57:14 GMT

Hi Chris,

I did connected the router to the test socket, but couldn’t connect to internet, I did put a fault request in on- line on the 29th January but so far haven’t got back to me.

thanks

Janet.

Re: New broadband hub problem.

Chris-TalkTalk — Wed, 31 Jan 2024 08:23:47 GMT

OK thanks Janet, which router do you currently have connected?

Chris

Re: New broadband hub problem.

wJanet1 — Wed, 31 Jan 2024 12:31:54 GMT

Hi, Chris,

The router is Huawei HG633.

thanks

janet

Re: New broadband hub problem.

Chris-TalkTalk — Wed, 31 Jan 2024 15:37:35 GMT

So just to confirm, you have no internet connection now with either router? If not then the next step will be to arrange an engineer visit to investigate further

Chris

Re: New broadband hub problem.

wJanet1 — Wed, 31 Jan 2024 17:52:26 GMT

Hi Chris,

Thanks, yes no internet with either router, I did try again just to make sure. But no joy.

Thanks

Janet

Re: New broadband hub problem.

Chris-TalkTalk — Thu, 01 Feb 2024 13:24:40 GMT

OK Janet, if you'd like us to arrange an engineer visit can you confirm:

That you accept potential Engineers charges
Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

Thanks

Chris