topic Re: No Internet but white light on router in Fibre

No Internet but white light on router

RossM_WGC — Sun, 02 Apr 2023 20:36:06 GMT

As per the title, either wireless or wired.

I've restarted the modem and router numerous times but it's been down almost 24 hours . The tech chat can't see a problem on the line but they can't send a Brightsparks engineer for 10 days.

The internet light is not on on the Openreach modem but if I log onto the router, the internet connect status is 'connected'.

Finally, when I ping the Google server in CMD, the DNS request times out in 2 seconds. Suggesting no internet connectivity.

Re: No Internet but white light on router

KeithFrench — Sun, 02 Apr 2023 20:51:59 GMT

I have asked one of TalkTalk's support to pick your thread up 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. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.

Re: No Internet but white light on router

Anonymous — Mon, 03 Apr 2023 06:59:00 GMT

Morning,

I'm sorry to hear this. I've run a test on the line which hasn't detected a fault and the line is showing in sync, however I can see quite a few re-connections on the line. Is the light still off on the Openreach modem at the moment?

Thanks

Re: No Internet but white light on router

RossM_WGC — Mon, 03 Apr 2023 09:56:51 GMT

Thank you for looking at this promptly.

It was not working late last night but it was working at 6am this morning, although the 'Internet' light on the modem is still not on. It's very odd, as I would not describe this an intermittent fault due the outage lasted close the 24 hours.

Re: No Internet but white light on router

Anonymous — Mon, 03 Apr 2023 09:59:19 GMT

Hello,

Thanks for confirming and I'm glad to hear this. If this does happen again and there is also no connection at the Openreach modem with the router removed, then we'll have to arrange an engineer visit to the property for the Openreach modem to be checked.

Thanks

Re: No Internet but white light on router

RossM_WGC — Wed, 05 Apr 2023 11:08:29 GMT

Hi Michelle,

I have lost internet connection again this morning. I am in the process of rebooting the modem and router but are you able to test for issues on the line?

Re: No Internet but white light on router

Chris-TalkTalk — Wed, 05 Apr 2023 12:40:05 GMT

Hi RossM_WGC,

Line test is passing, shows one reconnection yesterday and nothing so far today. Are you experiencing any problems with your telephone service, any noise on the line?

Chris

Re: No Internet but white light on router

RossM_WGC — Wed, 05 Apr 2023 13:28:51 GMT

Ah, it must be a different issue, as we're now getting a beeping tone and cannot make any calls on the landline.

Re: No Internet but white light on router

Chris-TalkTalk — Wed, 05 Apr 2023 13:32:05 GMT

OK thanks, I'll run a line test on the voice side, I'll let you know how I get on

Chris

Re: No Internet but white light on router

Chris-TalkTalk — Wed, 05 Apr 2023 13:47:41 GMT

Line test is clear. Is your telephone currently connected to the test socket?

Chris

Re: No Internet but white light on router

RossM_WGC — Wed, 05 Apr 2023 13:59:21 GMT

Thank you. No, it was plugged in to its usual socket. However I have just tried the Openreach socket and I'm getting the same beeping tone.

Re: No Internet but white light on router

Chris-TalkTalk — Wed, 05 Apr 2023 14:02:30 GMT

Do you have another telephone handset that you can test with?

Chris

Re: No Internet but white light on router

RossM_WGC — Wed, 05 Apr 2023 14:06:17 GMT

Sadly, not. But it was working when I tested this on Sunday when we had the initial unexplained outage.

Re: No Internet but white light on router

Chris-TalkTalk — Wed, 05 Apr 2023 14:07:38 GMT

We can arrange an engineer visit to investigate. If you'd like us to do this please let us know and we'll confirm some details with you

Chris

Re: No Internet but white light on router

RossM_WGC — Wed, 05 Apr 2023 16:37:47 GMT

I have a Brightsparks engineer booked for the previous issues, but this appears to be a new issue. When I ring the landline the call goes straight to voicemail. Surely there's an issue with the line?

Re: No Internet but white light on router

Gliwmaeden2 — Wed, 05 Apr 2023 16:41:18 GMT

Staff will be back on here early tomorrow, @RossM_WGC.

Re: No Internet but white light on router

Chris-TalkTalk — Thu, 06 Apr 2023 07:22:16 GMT

Hi RossM_WGC

I've made a change at our end, could you just check your phone line and let me know if anything has changed

Chris

Re: No Internet but white light on router

RossM_WGC — Thu, 06 Apr 2023 08:04:26 GMT

Good morning Chris, the service started working after 7pm last night and the phone line now has a normal dial tone. Are you able to determine what the issues (s) was\were? It's a concern that they appear to be unexplained.

Re: No Internet but white light on router

Chris-TalkTalk — Thu, 06 Apr 2023 08:51:03 GMT

Thanks for the update, glad to hear it's working now. I'm sorry, I don't know what caused the issue but if you do experience any further problems please let us know

Chris