topic Re: Internet speeds seem fine but no internet light on openreach box in Broadband

Internet speeds seem fine but no internet light on openreach box

Pooks — Sat, 12 Oct 2024 10:55:51 GMT

My elderly mother’s Openreach box has a green light on everything but the internet. No light on that and yet download and upload speeds seem okay when tested. I sometimes get ‘connected without internet’ on my phone and have to reconnect it but apart from that everything seems to be working. Is it simply that an LED has blown or is there something else that needs to be sorted out?

Re: Internet speeds seem fine but no internet light on openreach box

Gliwmaeden2 — Sat, 12 Oct 2024 12:48:06 GMT

Staff will not be back on here before Monday, @Pooks.

The details in Personal Information in the profile area should be your own.

Go via your avatar; settings; drop down menu....after completing Personal Information, scroll down to Private Notes and add all the details for your mother in there. Scroll down further still to find SAVE CHANGES.

Or contact Talktalk directly, but you will need to pass security checks:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

It's worth setting up Power of Attorney or just Nominated User status to make it easier to act on your mother's behalf longterm.

Also make sure that Talktalk knows she could be vulnerable if elderly - check accessibility details in her My Account. This could help prioritise fault repairs.

Use the forum search engine for detailed articles on all the above.

Re: Internet speeds seem fine but no internet light on openreach box

30121983Thas — Sat, 12 Oct 2024 14:06:12 GMT

my Internet, not work,

Re: Internet speeds seem fine but no internet light on openreach box

Gliwmaeden2 — Sat, 12 Oct 2024 18:32:52 GMT

@30121983Thas, there will be no staff on here before Monday. If you want to report it directly to Talktalk and have data on a smartphone, try Chat support after 9am on Sunday:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Otherwise, please start your own thread. The original poster has not yet had a reply from staff, and it's important not to muddle up your issue with theirs.

So, if you need staff support, please return to the message board and click on start a topic to begin your own thread.

Re: Internet speeds seem fine but no internet light on openreach box

Pooks — Sun, 13 Oct 2024 10:36:47 GMT

Thanks for info Gilwmaeden2.

Re: Internet speeds seem fine but no internet light on openreach box

Chris-TalkTalk — Mon, 14 Oct 2024 06:10:31 GMT

Hi Pooks,

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

Chris

Re: Internet speeds seem fine but no internet light on openreach box

Pooks — Mon, 14 Oct 2024 09:31:19 GMT

Hi Chris, Profile updated as best I can.

Re: Internet speeds seem fine but no internet light on openreach box

Chris-TalkTalk — Mon, 14 Oct 2024 10:00:53 GMT

Thanks for that. Just to confirm, is the account number that you've entered in your profile the account number of your Mother's TalkTalk service?

Chris

Re: Internet speeds seem fine but no internet light on openreach box

Pooks — Mon, 14 Oct 2024 10:15:52 GMT

Yes, it is.

Re: Internet speeds seem fine but no internet light on openreach box

Chris-TalkTalk — Mon, 14 Oct 2024 11:36:31 GMT

OK thanks. Line test is passing and sync speed looks fine so doesn't appear to be any problems with the connection

Chris

Re: Internet speeds seem fine but no internet light on openreach box

Pooks — Mon, 14 Oct 2024 12:05:44 GMT

Okay, thanks Chris. So can I assume that the problem is simply a faulty LED on the outreach box?

Also, any idea why my phone keeps showing as ‘connected without internet’ ? Several times a day when I’m visiting my mother I have to reconnect to the Wi-Fi.

Re: Internet speeds seem fine but no internet light on openreach box

Chris-TalkTalk — Mon, 14 Oct 2024 12:13:26 GMT

Yes, the modem is connected to the Internet so it looks as though the LED is faulty

When you say you have to reconnect to the wifi, what do you do exactly?

Chris

Re: Internet speeds seem fine but no internet light on openreach box

Pooks — Mon, 14 Oct 2024 17:16:20 GMT

An exclamation mark appears next to the Wi-Fi signal bars at the top of my main phone screen so I open Wi-Fi settings.

Next to my mothers network it says Connected without internet. I switch i from ‘On’ to ‘Off’ and then back on again. That connects me to the Wi-Fi again. It will happen several times a day when I’m visiting.

Re: Internet speeds seem fine but no internet light on openreach box

Anonymous — Tue, 15 Oct 2024 06:01:44 GMT

Morning Pooks,

Can I just confirm, does this only happen on your phone? What is the make and model of your phone please?

Thanks

Michelle

Re: Internet speeds seem fine but no internet light on openreach box

Pooks — Tue, 15 Oct 2024 12:33:30 GMT

Hi Michelle,

I can’t speak for my mother’s phone because I only check it if she has a problem or a software upgrade is needed. She doesn’t seem to have Wi-Fi connection problems as a general rule.

Her phone is a Samsung Galaxy A14

My phone is a Samsung Galaxy A34 5g.

My iPad doesn’t have any problems connecting to the Wi-Fi.

Re: Internet speeds seem fine but no internet light on openreach box

Chris-TalkTalk — Tue, 15 Oct 2024 13:13:37 GMT

Could you try rebooting your mobile (switch it off completely, leave it off for a couple of minutes, then switch back on) and then retest. Please let us now if this makes any difference

Chris

Re: Internet speeds seem fine but no internet light on openreach box

Anonymous — Fri, 18 Oct 2024 06:40:53 GMT

Hi Pooks,

How are you getting on?

Thanks

Michelle

Re: Internet speeds seem fine but no internet light on openreach box

Pooks — Fri, 18 Oct 2024 10:41:16 GMT

Hi Michelle, Unfortunately this didn’t work. Any other suggestions?

I won’t be able to try them out until the next time I visit now though.

Re: Internet speeds seem fine but no internet light on openreach box

Anonymous — Fri, 18 Oct 2024 10:50:14 GMT

Hello,

Thanks for trying this. Would you like us to send a replacement router for testing purposes to rule this out?

Thanks

Michelle

Re: Internet speeds seem fine but no internet light on openreach box

Anonymous — Tue, 22 Oct 2024 07:59:01 GMT

Hi @Pooks

Do you still need assistance with this?

Thanks

Michelle