topic Re: No internet but router light still on in Broadband

No internet but router light still on

Kate020 — Wed, 11 Dec 2024 12:59:54 GMT

Hi,

My internet stopped working at 23:05 last night and I reported it. A message said that they would update in 5 minutes but I have heard nothing. My router currently has a stable white light. I have tried restarting it, the router flashes orange for a few seconds then returns to a stable white light yet I still have no internet. What do I do and how can I get an update of my case?

Re: No internet but router light still on

Gliwmaeden2 — Wed, 11 Dec 2024 13:31:10 GMT

Complete your community forum profile details for Talktalk staff to identify your account, @Kate020.

Go via your avatar; settings; drop down menu....complete Personal Information. SAVE CHANGES.

Re: No internet but router light still on

Debbie-TalkTalk — Wed, 11 Dec 2024 13:52:35 GMT

Hi @Kate020

I'm sorry to hear this.

Please can you add your name and TalkTalk landline number to your Community Profile, I can then take a look at this for you.

Thanks

Debbie

Re: No internet but router light still on

Kate020 — Wed, 11 Dec 2024 15:20:51 GMT

Hiya, I have added my personal details but when I get to the biography page it just freezes and won’t allow me to add any info or click next. When I am on my account and try and look at a status update it just says “we have run into some problems……”

Re: No internet but router light still on

Gliwmaeden2 — Wed, 11 Dec 2024 15:23:13 GMT

It looks like there's sufficient information in the profile, @Kate020.

Re: No internet but router light still on

Chris-TalkTalk — Wed, 11 Dec 2024 15:46:02 GMT

Hi Kate,

The router appears to be connected at the moment. Can you switch the router off and leave it off for at least 30 minutes, then switch back on and retest. Please let us know how you get on

Chris

Re: No internet but router light still on

Kate020 — Wed, 11 Dec 2024 23:54:06 GMT

I did this and it appeared to work. I went out for a few hours and came home at 9:30pm. Internet has been fine until 11:15 and then same as last night. I have tried turning router off again for 30 mins with no luck. Also no updates held in the incident I reported last night at all despite saying there would be after 5 minutes

Re: No internet but router light still on

Anonymous — Thu, 12 Dec 2024 07:18:44 GMT

Hi Kate,

Thanks for the update. I've run a test on the line now which is clear, however I can see re-connections on the line. Does your main socket have a test socket please?

Thanks

Michelle

Re: No internet but router light still on

Kate020 — Thu, 12 Dec 2024 11:51:44 GMT

I think I do. I have watched the YouTube video on your site but don’t have the ASDL cable needed to test it.

Re: No internet but router light still on

Anonymous — Thu, 12 Dec 2024 11:57:39 GMT

Hi Kate,

Ok, do you have an alternative router that you could test with please? If not then we can send a replacement router for testing purposes to rule this out.

Thanks

Michelle

Re: No internet but router light still on

Kate020 — Thu, 12 Dec 2024 13:04:00 GMT

Unfortunately I don’t have another router either.

Re: No internet but router light still on

Anonymous — Thu, 12 Dec 2024 14:15:59 GMT

Hello,

A replacement router is on the way and should usually arrives within 48hrs. We'll check back in with you to see how you're getting on.

Thanks

Michelle

Re: No internet but router light still on

Kate020 — Thu, 12 Dec 2024 14:47:19 GMT

Thank you

Re: No internet but router light still on

Karl-TalkTalk — Thu, 12 Dec 2024 14:51:42 GMT

Test with the new router when this arrives, and just let us know here.

Thanks

Karl.

Re: No internet but router light still on

Kate020 — Sat, 14 Dec 2024 13:39:22 GMT

Hiya,

I received my new router this morning and set it all up. Unfortunately my internet still keep dropping and the light still remains steady and white on the new hub.

Re: No internet but router light still on

Gliwmaeden2 — Sat, 14 Dec 2024 13:45:16 GMT

Staff will follow up after the weekend, @Kate020.

Re: No internet but router light still on

Anonymous — Mon, 16 Dec 2024 09:07:11 GMT

Hi Kate,

I'm sorry to hear this and thanks for trying the new router. Our Escalation Team are currently looking into the white light/no connection issue now and I will post as soon as I receive an update back. When was the last time this happened please?

Thanks

Michelle

Re: No internet but router light still on

Anonymous — Wed, 18 Dec 2024 07:22:09 GMT

Morning,

Our team have now advised - Update 8:40PM December 17th 2024 - Our team are in the process of applying a solution to all impacted Wi-Fi Hubs and aim to resolve this by tomorrow morning.

Thanks

Michelle

Re: No internet but router light still on

Kate020 — Wed, 18 Dec 2024 23:21:58 GMT

Hi,

I just wondered if there were any updates. I notice from various social media sources that others in my village are reporting similar issues now?

Thank you

Re: No internet but router light still on

Gliwmaeden2 — Wed, 18 Dec 2024 23:33:47 GMT

You can keep an eye on the updates in the Service Status Dashboard pages, where Broadband is highlighted:

https://community.talktalk.co.uk/t5/Service-Status-Dashboard/bd-p/service

Current notice: