topic Re: Serious lightning strike affecting phone line and router in Broadband

Serious lightning strike affecting phone line and router

AndyG55 — Wed, 23 Jul 2025 14:05:02 GMT

Hi, We suffered a serious lightning strike 50 yards from us on Monday. Thank you, God, nobody was hurt but one property was damaged and a number of residents had electrical items burnt out. The impact affected quite a lot of residents as there were several strikes. Having contacted TT on Monday via WhatsApp I was given the standard response by Openreach of 2 - 3 days. An engineer was assigned to complete the work and i was then told the issue had been resolved at 8pm. It hadn't, so I contacted TT WA again and having gone through the usual processes I was left without any answers or further information. Good news though as an Openreach engineer arrived yesterday morning finding a number of problems at the pole and where the line comes into the house. These were fixed, thank you Openreach. However, the router was burnt out. Thankfully I had an old spare router that I could link to gain WiFi as I had an important meeting with friends needing to be on line last evening. However, then the bad news. I contacted TT via WA at 6.20pm last evening requesting a new router and had to go through all the initial processes but disappointingly the TT staff member wouldn't listen, when I said the phone line had been fixed, telling me OpenReach had to visit. Only when I finally gave the engineers name was I listened too. However, They still haven't answered my question - please can someone send me a new router? I have been a loyal client of TT for 25 years. I am a neighbourhood watch coordinator and write 000's of emails each year. I am now out of contract with TT - should I leave? Why are some TT customer reps so difficult to deal with? Thanks for your help, Andy

Re: Serious lightning strike affecting phone line and router

KeithFrench — Wed, 23 Jul 2025 15:36:33 GMT

I have asked one of TalkTalk's support team to pick up your thread and investigate it for you.

They aim to respond within 48 hours (Monday - Friday), excluding Bank Holidays, but if more urgent, you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

Re: Serious lightning strike affecting phone line and router

AndyG55 — Wed, 23 Jul 2025 16:43:31 GMT

Hi Keith,

You have always been brilliant and so helpful to me, the couple of times we have spoken over the years. Thank you very much for your help.

Best wishes

Andy

Re: Serious lightning strike affecting phone line and router

kanya-TT — Wed, 23 Jul 2025 16:51:20 GMT

Hey there, @AndyG55. Thank you for getting in touch and we do apologize for the awful ordeal you had and hope everyone home didn't get hurt.

We are also pleased that Openreach did manage to solve this issue as quickly as they could. We do want to help you with the router, is it showing any physical damages?

Kanya

Re: Serious lightning strike affecting phone line and router

AndyG55 — Wed, 23 Jul 2025 17:55:59 GMT

Hi Kanya

No sign of burn marks, the router just wouldn't work. The OpenReach engineer and I thought the power pack was broken, but unfortunately, the other one I have with the older router wouldn't fit.

Thanks for your help.

Andy

Re: Serious lightning strike affecting phone line and router

angelique-TT — Thu, 24 Jul 2025 07:09:47 GMT

Good morning AndyG55. I understand however we are unable to send out a router without running checks. You did mention that the router just won't work, what you can do is connect that router and then once connected we can run checks so that we can identify the issue an provide the correct resolution.

Re: Serious lightning strike affecting phone line and router

AndyG55 — Thu, 24 Jul 2025 08:15:54 GMT

Hi Angelique, I can connect the old router, but can we do this at an agreed time as I don't want to be without wifi and internet for more time than necessary. We are in an online Zoom meeting 9.30 until approx 10.15am. What time do you suggest? Thanks, Andy

Re: Serious lightning strike affecting phone line and router

angelique-TT — Thu, 24 Jul 2025 08:19:02 GMT

Okay that's fine. You can chat back once you are ready so that I can begin with the checks.

Re: Serious lightning strike affecting phone line and router

AndyG55 — Thu, 24 Jul 2025 11:03:28 GMT

Hi Angelique, Would it be convenient if I install the broken router now? Thanks, Andy

Re: Serious lightning strike affecting phone line and router

angelique-TT — Thu, 24 Jul 2025 11:10:00 GMT

Yes, that's fine. Please connect it and then let me know once done.

Re: Serious lightning strike affecting phone line and router

AndyG55 — Thu, 24 Jul 2025 11:40:53 GMT

Hi, It’s connected now. Thanks Andy

Re: Serious lightning strike affecting phone line and router

AndyG55 — Thu, 24 Jul 2025 11:41:56 GMT

Hi, It’s connected now. Thanks Andy

Re: Serious lightning strike affecting phone line and router

angelique-TT — Thu, 24 Jul 2025 11:43:04 GMT

So just to confirm now that the router is connected, you have no internet connection?

Re: Serious lightning strike affecting phone line and router

AndyG55 — Thu, 24 Jul 2025 11:57:40 GMT

Hi , Sorry I notice I haven’t pressed the power button on the router. This is now pressed along with power at the wall. However, there is no light on the router. As mentioned, I believe the router and all the power supply is broken. Andy

Re: Serious lightning strike affecting phone line and router

AndyG55 — Thu, 24 Jul 2025 11:58:30 GMT

Indeed no internet. I am using mobile data on my phone!

Re: Serious lightning strike affecting phone line and router

sabelo-TT — Thu, 24 Jul 2025 11:59:59 GMT

Thank you for confirming this @AndyG55 as I will further double check on your line firstly for any interruptions on your internet. Thereafter, I will be able to check your router.

Re: Serious lightning strike affecting phone line and router

AndyG55 — Thu, 24 Jul 2025 12:21:34 GMT

Hello, Are the checks complete? Thanks Andy

Re: Serious lightning strike affecting phone line and router

AndyG55 — Thu, 24 Jul 2025 12:40:36 GMT

Hello, Are your tests complete, please. I need to restore the old router until a new one arrives. Thanks, Andy

Re: Serious lightning strike affecting phone line and router

AndyG55 — Thu, 24 Jul 2025 12:53:37 GMT

Hi, I’m sorry but I cannot believe that tests take nearly 1 hour. As I haven’t heard from you I will restore the old router until a new router arrives. Please send this asap. Thank you, Andy

Re: Serious lightning strike affecting phone line and router

angelique-TT — Thu, 24 Jul 2025 12:54:19 GMT

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.