topic Re: No internet since late last night in Broadband

No internet since late last night

Andii — Tue, 25 Feb 2025 07:26:57 GMT

Hi my Internet stopped working from last night. I've restarted the router twice but this hasn't helped. The light is solid orange.

Re: No internet since late last night

Chris-TalkTalk — Tue, 25 Feb 2025 07:33:35 GMT

Hi Andii,

I'm sorry to hear that you're experiencing problems with your service. Is your telephone service working OK, is there a dial tone?

Chris

Re: No internet since late last night

Andii — Tue, 25 Feb 2025 07:35:46 GMT

@Chris-TalkTalk Yes the phone line is fine.

Re: No internet since late last night

Andii — Tue, 25 Feb 2025 08:34:25 GMT

Any updates please? Phone line is fine, router is solid orange.

Re: No internet since late last night

Anonymous — Tue, 25 Feb 2025 08:40:16 GMT

Hi Andii,

I'm sorry for the delay, thanks for confirming. I've run a test on the line now which hasn't detected a fault. Does your main socket have a test socket please? Do you also have an alternative router that you can test with?

Thanks

Michelle

Re: No internet since late last night

Andii — Tue, 25 Feb 2025 08:56:25 GMT

Hi no I don't have an alternative router. The main socket has only one port on it.

Re: No internet since late last night

Anonymous — Tue, 25 Feb 2025 09:00:38 GMT

Hello,

Which socket do you have please?

Your guide to main phone sockets - TalkTalk Help & Support

Thanks

Michelle

Re: No internet since late last night

Andii — Tue, 25 Feb 2025 09:04:26 GMT

NTE 5C (3rd one)

Re: No internet since late last night

Anonymous — Tue, 25 Feb 2025 09:08:36 GMT

Hi Andii,

Thanks. The 5C socket should have a test socket behind the faceplate. If you gently squeeze the sides of the lower faceplate then it should lift away. There may be wires attached to the back so do this gently. Could you then connect the microfilter and router to the test socket please to see if it will then connect.

Michelle

Re: No internet since late last night

Andii — Tue, 25 Feb 2025 09:21:36 GMT

Hi I have done this and the router still remains orange. It's looking for a connection as it is flashing between white and orange but then goes soild orange.

Re: No internet since late last night

Anonymous — Tue, 25 Feb 2025 09:26:33 GMT

Hi Andii,

Ok, thanks for trying this. Would you like us to send a replacement router?

Michelle

Re: No internet since late last night

Andii — Tue, 25 Feb 2025 09:45:25 GMT

Yes please that would be appreciated. Please let me know when order is processed.

Re: No internet since late last night

Debbie-TalkTalk — Tue, 25 Feb 2025 09:54:09 GMT

Hi @Andii

The router is on its way, please allow 24-48hrs for this to arrive.

Please let us know how you get on.

Thanks

Debbie

Re: No internet since late last night

Andii — Mon, 03 Mar 2025 15:23:00 GMT

Hi the new router arrived and my Internet is back, however, connection is dropping randomly many times throughout the day for about 20/30 seconds then reconnects itself. The light stays white. I ran a line test which is showing no problems and my phone line is fine.

Re: No internet since late last night

Andii — Tue, 04 Mar 2025 08:09:48 GMT

@Debbie-TalkTalk Can I get a reply please?

Re: No internet since late last night

Debbie-TalkTalk — Tue, 04 Mar 2025 08:11:56 GMT

Hi @Andii

I'm running some tests and I will post back as soon as I have more information.

Thanks

Debbie

Re: No internet since late last night

Debbie-TalkTalk — Tue, 04 Mar 2025 09:50:42 GMT

Hi @Andii

The line tests are all clear so our Network Team are currently looking into this issue.

I will let you know as soon as I have further information.

Thanks

Re: No internet since late last night

Andii — Tue, 04 Mar 2025 09:52:32 GMT

Thank you. Connection has dropped at least 4 times so far this morning. This never occurred with the old router.

Re: No internet since late last night

Debbie-TalkTalk — Tue, 04 Mar 2025 10:00:02 GMT

Hi @Andii

Can I just check, are any wired connections dropping too or are you only using wireless?

Re: No internet since late last night

Andii — Tue, 04 Mar 2025 10:04:30 GMT

It's on all of our mobiles and tablets in the home. From my observations yesterday it looks like things like Netflix and Alexa aren't affected when the connection drops but I could be wrong.