No Internet - but not the white light / factory reset issue

neutron619 — Mon, 16 Dec 2024 10:49:27 GMT

Hello,

I think my router might be dead - I don't think this is the "current issue" that keeps getting mentioned on the phones / text chat.

I have no internet connection and the router 's showing a constant orange light, has no ADSL connection and there is no WiFi. DHCP is also unavailable. I tried my old router (also provided by TalkTalk) and the issue is the same - no ADSL connection (although on that one, I can get intermittent WiFi without internet access).

The issues began on Saturday, when the Wifi dropped out and wouldn't come back with router restarts. The wired connections went down yesterday evening at the same time internet access disappeared.

The telephone has a dial tone and the home LAN network is operating normally so that leaves the router. Attempts to log on to the router to discover anything are met with an error in a red box under the login form which says something about not being able to communicate with the gateway.

As I said above, I've read the blurb about the "known issue" and I have factory reset my router, left it turned off for more than 20 mins, etc. This makes no difference.

For the recocrd, I have tried getting this fixed via live chat - no-one has answered and it's been 90 mins so far. I've also been on hold several times to the phone lines since 9am but had my call terminated, presumably because I chose the "wrong" options and they decided they didn't need to talk to me. The customer is always wrong, apparently.

Please could someone help - or preferably send a new router ASAP?

Thanks.

Re: No Internet - but not the white light / factory reset issue

Karl-TalkTalk — Mon, 16 Dec 2024 11:49:31 GMT

Can you change the DNS Settings in your router to use Google DNS, and test this over the course of the day to see if this resolves the connectivity issue where the router light remains white.

Please report back if this does help as this will aid our investigation.

Change your router DNS settings to use Google DNS.

Open your web browser, type http://192.168.1.1 into the address bar and press Enter
Enter the username admin (in lowercase) and password (you'll find this on the removable settings card on the back of the Hub, and select OK
Select See internet settings
Select Manage advanced settings
Select TalkTalk WiFi Hub
Select DNS Tab
Make sure ON is enabled
Add Primary and Secondary DNS Servers ( Primary = 8.8.8.8 Secondary = 8.8.4.4 )
Select Apply

Please note ; If you currently use any Homesafe services such as Homework Time etc. This will not work whilst you have the DNS set to Google.

Thanks

Karl.

topic No Internet - but not the white light / factory reset issue in Broadband

No Internet - but not the white light / factory reset issue

Re: No Internet - but not the white light / factory reset issue