topic Re: Internet stopped working on Tuesday evening (23rd July) in Broadband

Internet stopped working on Tuesday evening (23rd July)

Luke_B2 — Thu, 25 Jul 2024 19:58:23 GMT

I've tried all the troubleshooting steps but the router light continues to flash orange.

I chatted to an agent for an hour earlier, they came to the conclusion I needed an engineer to visit. They told me their system was down and couldn't book one in so to try again tomorrow.

Is there any way I can get an engineer asap? My partner and I work from home and this is causing us quite a bit of distress.

Any help would be hugely appreciated.

Thanks,

Luke

Re: Internet stopped working on Tuesday evening (23rd July)

Karl-TalkTalk — Fri, 26 Jul 2024 06:20:47 GMT

Has another router been tested to rule out a hardware issue ?

Thanks

Karl.

Re: Internet stopped working on Tuesday evening (23rd July)

Luke_B2 — Fri, 26 Jul 2024 06:22:38 GMT

Hi Karl,

No it hasn't, I don't have another router. Do you think it's worth me buying one to test it?

Many thanks,

Luke

Re: Internet stopped working on Tuesday evening (23rd July)

Karl-TalkTalk — Fri, 26 Jul 2024 06:26:24 GMT

I'll send you one out. I always make sure the router is ruled out. If an Openreach engineer is arranged, and it is the router at fault, and not their network, they will charge you for their visit, so always good to make sure it's not a router issue before we arrange a visit.

Thanks

Karl.

Re: Internet stopped working on Tuesday evening (23rd July)

Luke_B2 — Fri, 26 Jul 2024 06:29:38 GMT

Ok thank you very much. Do you need any details from me to send it?

Re: Internet stopped working on Tuesday evening (23rd July)

Karl-TalkTalk — Fri, 26 Jul 2024 06:31:14 GMT

I've located your account from your registered email address. Router is ordered and should be with you within 48hrs.

Thanks

Karl.

Re: Internet stopped working on Tuesday evening (23rd July)

Luke_B2 — Fri, 26 Jul 2024 06:31:56 GMT

Thank you 🙂

Re: Internet stopped working on Tuesday evening (23rd July)

Karl-TalkTalk — Fri, 26 Jul 2024 06:32:17 GMT

You're Welcome 🙂

Regards

Karl

Re: Internet stopped working on Tuesday evening (23rd July)

Luke_B2 — Mon, 29 Jul 2024 13:08:43 GMT

Hi Karl,

Just to let you know, the new router solved the issue. Thank you very much for your help.

Luke

Re: Internet stopped working on Tuesday evening (23rd July)

Karl-TalkTalk — Mon, 29 Jul 2024 13:16:45 GMT

That's great news, thanks for confirming.

I'll drop you a PM for your thoughts about our Community.

Karl.