topic Re: No internet in Broadband

No internet

Massey71 — Tue, 05 Aug 2025 07:46:31 GMT

I have no Internet and am unable to log into my account to action anything as it says dye to technical issues you can't log in. Im in Cambridge is anyone else experiencing this and any advice on solving it would be great as I work from home and am unable to access Teams.

Re: No internet

kanya-TT — Tue, 05 Aug 2025 07:48:39 GMT

Hey there, @Massey71. I am so sorry to hear that. When did the internet isssue start?

Kanya

Re: No internet

Gliwmaeden2 — Tue, 05 Aug 2025 07:59:40 GMT

I'm on the Cherry Hinton (Coleridge Rd) exchange on ADSL copper, @Massey71, and no problems so far today (touchwood).

Maybe different if you are on Full Fibre?

Re: No internet

Massey71 — Tue, 05 Aug 2025 07:59:41 GMT

Around 10pm last night. I've tried all the actions, unplugging etc.

Re: No internet

kanya-TT — Tue, 05 Aug 2025 08:01:16 GMT

Okay, we will now run checks for you. We just need to establish if you home at the moment.

Kanya

Re: No internet

Massey71 — Tue, 05 Aug 2025 08:14:41 GMT

I am at home!

Re: No internet

kanya-TT — Tue, 05 Aug 2025 08:17:04 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.

Kanya

Re: No internet

Massey71 — Tue, 05 Aug 2025 08:25:33 GMT

No.

Re: No internet

kanya-TT — Tue, 05 Aug 2025 08:38:28 GMT

Please can you confirm that the router is currently powered on by checking the router power light?

If it is powered on then you should see a lit power light showing on your router.

Kanya

Re: No internet

Massey71 — Tue, 05 Aug 2025 08:43:05 GMT

It is powered on and there is a green light.

Re: No internet

kanya-TT — Tue, 05 Aug 2025 08:43:55 GMT

Okay that's good. Are you able to make and receive telephone calls on your TalkTalk telephone line?

Kanyaj

Re: No internet

Massey71 — Tue, 05 Aug 2025 08:48:27 GMT

I don't use the phone. So don't have a phone plugged in.

Re: No internet

kanya-TT — Tue, 05 Aug 2025 08:49:21 GMT

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?

Kanya

Re: No internet

Massey71 — Tue, 05 Aug 2025 08:57:09 GMT

No, nothing.

Re: No internet

kanya-TT — Tue, 05 Aug 2025 08:58:45 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.

Kanya

Re: No internet

Massey71 — Tue, 05 Aug 2025 08:59:46 GMT

Re: No internet

kanya-TT — Tue, 05 Aug 2025 09:00:48 GMT

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

Kanya

Re: No internet

Massey71 — Tue, 05 Aug 2025 09:01:27 GMT

Re: No internet

kanya-TT — Tue, 05 Aug 2025 09:02:12 GMT

A factory reset is required on your router which will restore the router to it's original settings, including the Wi-Fi Network name (SSID) and password.

If the password has been changed, please refer to the one on the stickers attached to your router to find the original password.

Once the No Internet connection issue is resolved, I can assist you in reconnecting to the network.

Kanya

Re: No internet

kanya-TT — Tue, 05 Aug 2025 09:02:39 GMT

Please reset your router via the 'Reset' pin hole on the back. To do this you'll need a pin, straightened paper clip or other tool that fits in the hole, which you'll need to hold in for 30 seconds.

Kanya