topic Re: Router failure, flashing amber in Broadband

Router failure, flashing amber

Jeremy63 — Wed, 11 Dec 2024 17:35:42 GMT

Anyone had issues after a Smart Meter installation. Router hub just flashes amber and is no longer visible to my devices. I've read that engineers who flick the mains switch rather than powering off the router can fry it. How do i go about gettung a replacement hub?

Re: Router failure, flashing amber

Divsec — Wed, 11 Dec 2024 19:46:49 GMT

Hi @Jeremy63 have you tried rebooting the router?

your post has been escalated and you should hear soon. In the meantime please check your community profile and add your landline number and/or account number so your account can be identified. Please don't post personal information here.

Re: Router failure, flashing amber

Anonymous — Thu, 12 Dec 2024 07:00:23 GMT

Hi Jeremy,

I'm sorry to hear this. Have you tried factory resetting the router?

Can you please update your community profile to include your:

Name
Telephone number or Account 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: Router failure, flashing amber

Jeremy63 — Thu, 12 Dec 2024 09:42:50 GMT

Yes. Power off, reset etc. All tried. Details updated.

Re: Router failure, flashing amber

Anonymous — Thu, 12 Dec 2024 09:48:14 GMT

Hi Jeremy,

Thank you. I've run a few tests on the line now just to rule out any potential line faults. One is clear and the other is inconclusive. Can I just ask, do you have a dial tone and is the voice service ok? If it is then I think we should send a replacement router for testing purposes to rule this out.

Thanks

Michelle

Re: Router failure, flashing amber

Jeremy63 — Thu, 12 Dec 2024 10:27:10 GMT

No phone connected to this line. All worked okay b4 the Smart meter install.

Re: Router failure, flashing amber

Debbie-TalkTalk — Thu, 12 Dec 2024 10:53:02 GMT

Hi @Jeremy63

I've ordered the replacement router, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

Re: Router failure, flashing amber

Jeremy63 — Fri, 13 Dec 2024 17:52:16 GMT

Just received the replacement router hub. Process of elimination, it was the power adaptor that was faulty.

I will return the router ASAP. Do you want me to include the faulty power adaptor or shall I bin it. Thank you for your swift attention.

Re: Router failure, flashing amber

Chris-TalkTalk — Mon, 16 Dec 2024 07:28:56 GMT

Hi Jeremy,

Glad to hear the new router has resolved the problem. Yes please return the faulty power adapter too

Thanks

Chris