topic Re: Sudden no internet access. (Router only flashing orange) in Broadband

Sudden no internet access. (Router only flashing orange)

PE___ — Wed, 14 May 2025 10:33:51 GMT

My WiFi was working fine this morning, but after having to restart my computer I suddenly had ‘no internet access’ despite still being able to access the internet on other already connected devices.

I restarted my router in an attempt to rectify the issue but since then (the last two hours) the router has been unable to offer a connection, instead just flashing orange constantly. The light will occasionally go off then go hollow orange for a second before restarting the process. I’ve tried restarting the router and using the reset button multiple times but have had no luck.

I only just had this router sent out to me 2 months ago so I doubt it’s a router issue, but I ran a line check on your website and it says there were no faults found.

Re: Sudden no internet access. (Router only flashing orange)

nambuso-TT — Wed, 14 May 2025 10:36:23 GMT

Hi there @PE___ . I am very sorry to hear this. I will look into this for you. I will need to run checks for you on my end to determine the cause of the issue and find a resolution for you. Please confirm if you are messaging us from home where the TalkTalk services are installed. Thanks

Re: Sudden no internet access. (Router only flashing orange)

PE___ — Wed, 14 May 2025 10:46:14 GMT

Thank you. I can confirm. I just restarted my router again (just in case you had already began running tests) and the problem still persists.

Re: Sudden no internet access. (Router only flashing orange)

nambuso-TT — Wed, 14 May 2025 10:57:28 GMT

Thank you very much for confirming. I will run checks with you as I will need you to perform some tests for me on your end.

Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

Re: Sudden no internet access. (Router only flashing orange)

PE___ — Wed, 14 May 2025 10:58:58 GMT

No I do not. I’m happy to assist.

Re: Sudden no internet access. (Router only flashing orange)

nambuso-TT — Wed, 14 May 2025 11:00:09 GMT

Perfect! Will you or anyone who lives with you be able to contact emergency services while your services remail impacted?

Re: Sudden no internet access. (Router only flashing orange)

PE___ — Wed, 14 May 2025 11:02:09 GMT

Yes, we will.

Re: Sudden no internet access. (Router only flashing orange)

nambuso-TT — Wed, 14 May 2025 11:02:45 GMT

Okay thanks for that, so that I can run relevant checks, you are unable to access internet at all is that correct?

Re: Sudden no internet access. (Router only flashing orange)

PE___ — Wed, 14 May 2025 11:03:10 GMT

That’s correct.

Re: Sudden no internet access. (Router only flashing orange)

nambuso-TT — Wed, 14 May 2025 11:03:28 GMT

Alright thank you so much:) A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 6 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

Re: Sudden no internet access. (Router only flashing orange)

PE___ — Wed, 14 May 2025 11:04:29 GMT

That’s great, thank you.

Re: Sudden no internet access. (Router only flashing orange)

nambuso-TT — Wed, 14 May 2025 11:05:52 GMT

Thank you for your kind patience, so just to confirm do you have any issues with calls on your telephone line?

Re: Sudden no internet access. (Router only flashing orange)

PE___ — Wed, 14 May 2025 11:09:34 GMT

No issues. The phone line is working fine.

Re: Sudden no internet access. (Router only flashing orange)

nambuso-TT — Wed, 14 May 2025 11:10:40 GMT

Alright, You should be able to see the power light on the front of the router.

If this light is on, your router is receiving power.

Just to verify, is the router currently powered on?

Re: Sudden no internet access. (Router only flashing orange)

PE___ — Wed, 14 May 2025 11:16:10 GMT

Yes I can confirm it’s on.

Re: Sudden no internet access. (Router only flashing orange)

nambuso-TT — Wed, 14 May 2025 11:17:00 GMT

Thank you:) Have there been any recent changes in your home that could have impacted your service?

For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home?

Re: Sudden no internet access. (Router only flashing orange)

PE___ — Wed, 14 May 2025 11:19:26 GMT

No, none that I can think of.

Re: Sudden no internet access. (Router only flashing orange)

nambuso-TT — Wed, 14 May 2025 11:19:57 GMT

A line test has not identified an issue outside your premises. As you've not made any changes before this issue started, the next step is to look at the router.

I'll guide you through the router checks - ensuring it's up to date and addressing any potential temporary issues that could have caused the disconnection from the Internet.

If these steps don't resolve the issue then I'll look at other potential causes.

Re: Sudden no internet access. (Router only flashing orange)

nambuso-TT — Wed, 14 May 2025 11:21:30 GMT

Have you made changes with the WiFi Network name (SSID) or password ?

Re: Sudden no internet access. (Router only flashing orange)

PE___ — Wed, 14 May 2025 11:25:12 GMT

No, I have not.