topic Re: Issue with router in Broadband

Issue with router

Inese23 — Wed, 22 Oct 2025 17:57:00 GMT

Hi there,

I had very bad internet this morning so have to reboot my router. After that my network disappeared from all devices. I don’t know what happened but I’ve tried everything possible with no result. So after many hours of trying to fix it I decided to connect my very old router which I had since I joined TalkTalk and it works. So looks like my new router which I’ve got from September 2023 is broken. Not sure if I can get a new one? Thanks

Re: Issue with router

Gliwmaeden2 — Wed, 22 Oct 2025 18:08:48 GMT

Did you do a full factory reset of the newer router, @Inese23, or just switched off then on again?

If the latter, did you leave it off for a full 30 minutes?

If you did the factory reset, the wifi password will have reverted to the default (so you would lose any changes previously made).

Re: Issue with router

Inese23 — Wed, 22 Oct 2025 21:58:20 GMT

Hi, yes, I did it as my last try after everything else before. I know what you mean but as I said the problem was different - my network wasn’t on list. It’s just disappeared. So I couldn’t connect to it. The amber light kept blinking and blinking. I never changed anything on the settings or password. All what I’ve done at the beginning was just switching off and then on. Hope it helps. Thank you.

Re: Issue with router

nambuso-TT — Thu, 23 Oct 2025 07:08:15 GMT

Hi there @Inese23 In order for us to send another router we will need to know the cause of the issue, so I would suggest that you plug the router that is faulty so we can run diagnostics to determine the cause of the issue.

Re: Issue with router

Inese23 — Thu, 23 Oct 2025 12:16:14 GMT

Hi, @nambuso-TT Yes, of course, I'll do it right now.

Re: Issue with router

nambuso-TT — Thu, 23 Oct 2025 12:18:26 GMT

No worries, please let me know once you are done.

Re: Issue with router

Inese23 — Thu, 23 Oct 2025 12:22:00 GMT

It’s all done now

Re: Issue with router

nambuso-TT — Thu, 23 Oct 2025 12:33:09 GMT

Thank you very much for doing so and lease confirm if you are messaging us from home, where the TalkTalk services are installed. Thanks

Re: Issue with router

Inese23 — Thu, 23 Oct 2025 12:34:40 GMT

Yes, that’s right

Re: Issue with router

nambuso-TT — Thu, 23 Oct 2025 12:36:17 GMT

Please confirm the status of the light in front of the router.

Re: Issue with router

Inese23 — Thu, 23 Oct 2025 12:36:49 GMT

Blinking amber

Re: Issue with router

nambuso-TT — Thu, 23 Oct 2025 12:41:40 GMT

Just to confirm, 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: Issue with router

nambuso-TT — Thu, 23 Oct 2025 12:39:34 GMT

Re: Issue with router

Inese23 — Thu, 23 Oct 2025 12:44:06 GMT

all done

Re: Issue with router

nambuso-TT — Thu, 23 Oct 2025 12:44:42 GMT

Just to confirm, 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: Issue with router

Inese23 — Thu, 23 Oct 2025 12:45:31 GMT

No, I don’t have anything like that

Re: Issue with router

nambuso-TT — Thu, 23 Oct 2025 12:46:15 GMT

Okay thanks for letting me know. Just to confirm will you or anyone who lived with you be able to contact emergency service while your services remain impacted?

Re: Issue with router

Inese23 — Thu, 23 Oct 2025 12:47:54 GMT

Yes

Re: Issue with router

nambuso-TT — Thu, 23 Oct 2025 13:02:05 GMT

Okay so that we can run relevant checks to your issue, you are unable to access the internet at all?

Re: Issue with router

Inese23 — Thu, 23 Oct 2025 13:03:16 GMT

I’m using mobile internet on my phone