topic Re: Broadband stopped working this morning and will not reboot in Broadband

Broadband stopped working this morning and will not reboot

ChristoffBas — Wed, 07 Jan 2026 11:23:59 GMT

My broadband was working fine up until 9.15am this morning, but then stopped.

I have rebooted the router several times now, leaving for over 20 mins in between.

It has been flashing from orange to white.

Please help!

Thanks

Chris

Re: Broadband stopped working this morning and will not reboot

siphosethu-TT — Wed, 07 Jan 2026 11:26:25 GMT

Hi there @ChristoffBas, please confirm if you are currently at home so we can have this looked into?

Re: Broadband stopped working this morning and will not reboot

ChristoffBas — Wed, 07 Jan 2026 11:29:18 GMT

Yes I am.

Thanks

Re: Broadband stopped working this morning and will not reboot

siphosethu-TT — Wed, 07 Jan 2026 11:32:11 GMT

Please confirm if your telephone is working fine or are you having issues with that as well?

Re: Broadband stopped working this morning and will not reboot

ChristoffBas — Wed, 07 Jan 2026 11:40:12 GMT

We don't have a landline phone. The router light is constantly orange now.

Re: Broadband stopped working this morning and will not reboot

siphosethu-TT — Wed, 07 Jan 2026 12:39:43 GMT

Thank you for confirming that for me, do you have any active monitoring for life threatening health reasons which is solely dependent upon your TalkTalk Broadband or Telephone line?

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

Re: Broadband stopped working this morning and will not reboot

ChristoffBas — Wed, 07 Jan 2026 11:43:57 GMT

No I don't.

Re: Broadband stopped working this morning and will not reboot

siphosethu-TT — Wed, 07 Jan 2026 11:45:00 GMT

Thanks again, please bare with me while I run a line check.

Re: Broadband stopped working this morning and will not reboot

ChristoffBas — Wed, 07 Jan 2026 11:46:37 GMT

Thank you

Re: Broadband stopped working this morning and will not reboot

siphosethu-TT — Wed, 07 Jan 2026 11:48:18 GMT

I just need to capture details of the checks you've completed previously. Since you've already told me you've rebooted the router you won't need to repeat that as I've captured it down.

Have you switched your router off for a full 20 minutes before powering it back up again?

Re: Broadband stopped working this morning and will not reboot

ChristoffBas — Wed, 07 Jan 2026 11:50:28 GMT

Yes I switched it off for over 20 mins before rebooting.

Re: Broadband stopped working this morning and will not reboot

siphosethu-TT — Wed, 07 Jan 2026 11:52:46 GMT

Is your router close to any other devices? Radio Frequency and stuff like that can affect your Wi-Fi's performance.

Re: Broadband stopped working this morning and will not reboot

ChristoffBas — Wed, 07 Jan 2026 11:55:02 GMT

No it's not. There just seems to be no broadband getting to the router at the moment. Can you suggest anything else I can try?

Nothing has changed since it was working ok earlier today.

Re: Broadband stopped working this morning and will not reboot

siphosethu-TT — Wed, 07 Jan 2026 11:56:04 GMT

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: Broadband stopped working this morning and will not reboot

ChristoffBas — Wed, 07 Jan 2026 12:00:38 GMT

Great, thank you.

Re: Broadband stopped working this morning and will not reboot

siphosethu-TT — Wed, 07 Jan 2026 12:01:42 GMT

You're welcome, do you currently have an Ethernet cable connected to the WAN (red) port on the back of your Wi-Fi Hub?

Re: Broadband stopped working this morning and will not reboot

ChristoffBas — Wed, 07 Jan 2026 12:08:38 GMT

No, there is nothing connected to the WAN port.

Re: Broadband stopped working this morning and will not reboot

siphosethu-TT — Wed, 07 Jan 2026 12:12:43 GMT

Thank you, based on the diagnostics I've completed with you I've now initiated a reset of the configuration of your service with Openreach in order to resolve the Internet access issue. This can take around 5 minutes to complete.

I'll need to wait for this to complete before continuing. Once it's completed, I'll be asking you to reboot the router, so it attempts to reconnect after the configuration reset.

Please bare with me while this completes.

Re: Broadband stopped working this morning and will not reboot

siphosethu-TT — Wed, 07 Jan 2026 12:13:14 GMT

restart your router by either pressing the power button on the side or switching it off at the wall socket. Wait 10 seconds to ensure it fully powers down, then turn it back on.

A temporary issue may have occurred, which is stopping the router from connecting. Rebooting it will ensure it makes an attempt to connect again.

Re: Broadband stopped working this morning and will not reboot

ChristoffBas — Wed, 07 Jan 2026 12:13:36 GMT

Thank you.