topic Re: Internet down after power in Broadband

Internet down after power

Bodzakp — Thu, 13 Mar 2025 22:59:25 GMT

I had a power cut in our area last night and since then my router hasn't worked. The light is flashing orange and I've tried all suggested solutions, ie. switching it off for 20 mins, unplugging it, and resetting it, and it's still flashing amber. Can someone help please as I rely on WiFi due to working from home.

Re: Internet down after power

Gliwmaeden2 — Thu, 13 Mar 2025 23:26:18 GMT

Staff will respond during the day, @Bodzakp.

They are on here from early in the morning.

Is it a Sagemcom hub?

Mine didn't recover fully after a storm last year and needed changing, and I have seen similar posts after power cuts. They seem to be rather vulnerable to sudden power surges etc.

Please check back for replies on here during the day - staff will not be on here over the weekend.

Re: Internet down after power

Debbie-TalkTalk — Fri, 14 Mar 2025 06:56:48 GMT

Hi @Bodzakp

I'm really sorry to hear this.

Can I just check, are there any lights on the ONT?

Re: Internet down after power

Bodzakp — Fri, 14 Mar 2025 07:38:37 GMT

Yes the power and PON lights were on (constantly) and the LAN was on and off

Re: Internet down after power

Debbie-TalkTalk — Fri, 14 Mar 2025 07:50:03 GMT

Hi @Bodzakp

Thanks for confirming this. The line tests are clear.

Are you happy for me to send a replacement router?

Re: Internet down after power

Bodzakp — Fri, 14 Mar 2025 07:55:05 GMT

yes please! would it arrive over the weekend? I'll not be at home so was wondering if perhaps it could be left with a neighbour or sent to my friends place?

Re: Internet down after power

Debbie-TalkTalk — Fri, 14 Mar 2025 08:02:57 GMT

Hi @Bodzakp

If I order it now, it usually takes 24-48hrs to arrive. Will it be ok to be sent to your home address?

Re: Internet down after power

Bodzakp — Fri, 14 Mar 2025 08:11:29 GMT

Unfortunately, I will not be home, if it can be left in my back garden or with a neighbour that would be great!

Re: Internet down after power

Debbie-TalkTalk — Fri, 14 Mar 2025 08:12:46 GMT

Hi @Bodzakp

It will be delivered by Royal Mail so you can arrange a re delivery too.

Are you happy for me to order the router now?

Re: Internet down after power

Bodzakp — Fri, 14 Mar 2025 08:18:42 GMT

yes please

Re: Internet down after power

Debbie-TalkTalk — Fri, 14 Mar 2025 08:22:17 GMT

Hi @Bodzakp

The router is on its way, you should receive a text message with the delivery notifications.

Please let us know how you get on.

Thanks again.

Debbie

Re: Internet down after power

Bodzakp — Fri, 14 Mar 2025 08:34:44 GMT

i have not received a text or an email confirming order/ delivery .

Re: Internet down after power

Debbie-TalkTalk — Fri, 14 Mar 2025 09:13:55 GMT

Hi @Bodzakp

The router has been ordered, once it has been dispatched by our warehouse team and received by Royal Mail you will receive a notification.

Thanks

Debbie