topic Re: No Internet - Flashing Orange and Blue light in Fibre

No Internet - Flashing Orange and Blue light

Liz7263537 — Mon, 08 May 2023 09:06:52 GMT

Hello!

We’ve had no internet since the 2nd May and the router just continuously flashes orange and blue. Performed many troubleshooting steps as listed below:

- Tried resetting

- Tried Factory Reset via physical pin

- Left the router device off for over 20 minutes numerous times

- Tried different ADSL cable

- Checked for landline noise (clear line)

An Openreach engineer did visit the property today and replaced an extremely old master socket with a new Master Socket 5C but the issue still persists. Engineers diagnostic tools were able to detect our correct download and upload speeds and they mentioned the issue is most likely a faulty router as the router is able to sync but not connect via VDSL (engineer made a phone call to talktalk and processed a new router to be sent in the meantime).

My only worry is that the new router still won’t resolve the issue as we have a secondary older talktalk router and the problem still persists.

Talktalk live chat have stated the router isn’t able to provide a sync check result and have just advised to restart the router etc. (Is there an issue with authorisation?)

Anyone that can help with any line refresh/resets would be very much appreciated.

TalkTalk Wi-Fi Hub (Black device)

Router settings display all the correct sync speeds (showtime) but doesn’t seem to be able to make a VDSL connection as the status is stuck on “Connecting”.

Thanks

Re: No Internet - Flashing Orange and Blue light

Gliwmaeden2 — Fri, 05 May 2023 22:56:21 GMT

Some staff will be back on Monday, @Liz7263537. No TT staff on here at weekends.

Re: No Internet - Flashing Orange and Blue light

Karl-TalkTalk — Mon, 08 May 2023 09:02:59 GMT

The router is the most obvious cause of the issue, so ruling this out allows us to then look at other factors. Our colleagues have ordered a replacement router, so connect this up as soon as it arrives and let us know here what happens.

Thanks

Karl.

Re: No Internet - Flashing Orange and Blue light

Liz7263537 — Mon, 08 May 2023 09:08:26 GMT

Morning Karl,

Thanks for the reply.

Are you able to confirm if the router was dispatched Friday? Just trying to get an understanding of when to expect it.

Cheers

Re: No Internet - Flashing Orange and Blue light

Karl-TalkTalk — Mon, 08 May 2023 09:21:56 GMT

I am showing the router as dispatched. Hopefully it will arrive tomorrow.

All line tests I have run are clear and not detecting any obvious issues.

Karl.

Re: No Internet - Flashing Orange and Blue light

Liz7263537 — Mon, 08 May 2023 09:37:07 GMT

Thanks for the info Karl,

I believe the issue stems from not being able to make a connection via ipv4/VDSL? (See below screenshot)

Cheers

Re: No Internet - Flashing Orange and Blue light

Karl-TalkTalk — Mon, 08 May 2023 09:38:13 GMT

OK, next step is to test with the new router as soon as it arrives so we can then progress.

Karl.

Re: No Internet - Flashing Orange and Blue light

Liz7263537 — Tue, 09 May 2023 17:27:43 GMT

Issue still persisting with the new router that arrived today unfortunately. Router will blink amber and white and then stays stable amber.

Router log displays “WAN DHCP client(1)failed

Anyone able to assist with this please?

Re: No Internet - Flashing Orange and Blue light

Debbie-TalkTalk — Wed, 10 May 2023 06:11:19 GMT

Hi Liz7263537

Please can you send me a Private Message with the serial number from the back of your router?

Thanks

Debbie

Re: No Internet - Flashing Orange and Blue light

Liz7263537 — Wed, 10 May 2023 06:15:05 GMT

Hi Debbie,

Sent! 🙂

Thanks

Re: No Internet - Flashing Orange and Blue light

Debbie-TalkTalk — Wed, 10 May 2023 06:17:29 GMT

Hi Liz7263537

Thanks for the Private Message.

I'm unable to connect to the router, please can you try a pin hole reset for ten seconds?

Re: No Internet - Flashing Orange and Blue light

Liz7263537 — Wed, 10 May 2023 06:32:14 GMT

Done, flashing amber currently. The sequence is flashing amber, flashing amber and white and then stable amber.

Could this be a DSLAM issue at the cabinet?

Re: No Internet - Flashing Orange and Blue light

Debbie-TalkTalk — Wed, 10 May 2023 06:48:46 GMT

Hi Liz7263537

It could be. If you have tested with a different router, filter and cable at the test socket then the next step will be an engineer visit to the property.

Would you like me to arrange this visit?

Thanks

Debbie

Re: No Internet - Flashing Orange and Blue light

Liz7263537 — Wed, 10 May 2023 06:52:11 GMT

Hi Debbie,

We’ve already had an engineer out to the property, tested everything and all was ok with their diagnostic tools.. router is able to sync but isn’t able to make a connection via dhcp. They suspected it’s likely an authentication issue. Are you able to rebuild our profile in the meantime and perform a complete refresh?

Thanks

Re: No Internet - Flashing Orange and Blue light

Debbie-TalkTalk — Wed, 10 May 2023 07:07:25 GMT

Hi Liz7263537

Ok, I've escalated this over to our Network Team for them to take a look.

I will post back as soon as I have further information.

Thanks

Debbie

Re: No Internet - Flashing Orange and Blue light

Liz7263537 — Wed, 10 May 2023 10:28:55 GMT

Hi Debbie,

Had a call from TalkTalk earlier asking if the issue is still ongoing and did a RADIUS refresh.. issue is still persisting. Not sure if they were apart of the network team you’ve contacted?

No internet since the 2nd May and fault tracker states the issue is on TalkTalks end and an engineer is working to fix it.

Feeling quite hopeless now, hoping this is resolved soon.

Thanks

Re: No Internet - Flashing Orange and Blue light

Debbie-TalkTalk — Wed, 10 May 2023 10:32:26 GMT

Hi Liz7263537

Apologies for the delay. I'm still waiting on an update from our Network Team.

I will post back here as soon as they come back to me.

Thanks

Re: No Internet - Flashing Orange and Blue light

Debbie-TalkTalk — Thu, 11 May 2023 08:36:14 GMT

Hi Liz7263537

Our Network Team have advised that they made contact with you yesterday and that they will be contacting you again today about this fault.

Thanks

Re: No Internet - Flashing Orange and Blue light

Debbie-TalkTalk — Fri, 12 May 2023 06:34:55 GMT

Hi Liz7263537

Our Network Team have advised that another Openreach engineer visit has been arranged for 12/05/2023 AM.

I will continue to monitor for additional updates from our Network Team.

Thanks

Debbie

Re: No Internet - Flashing Orange and Blue light

Liz7263537 — Fri, 12 May 2023 06:57:36 GMT

Morning Debbie,

Thanks for the update, I believe they’re attending the cabinet this time around.. fingers crossed.

Thanks