topic Re: Whit light but no internet connection in Fibre

Whit light but no internet connection

Jamwint71 — Wed, 28 Aug 2024 10:14:16 GMT

Hiya, my router has a solid white light but both my devices I use says no internet but they both connect ok!
do I need a new router?

Re: Whit light but no internet connection

Anonymous — Wed, 28 Aug 2024 10:16:15 GMT

Hello,

Can you please update your community profile to include your:

Name
Telephone number or Account number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

Re: Whit light but no internet connection

Jamwint71 — Wed, 28 Aug 2024 10:25:32 GMT

Hiya Michelle, yes I just done it 👌

Re: Whit light but no internet connection

Karl-TalkTalk — Wed, 28 Aug 2024 10:39:33 GMT

Line tests are clear, and router is in sync. Are all your devices using Wi-Fi , do you have any devices wired ?

Thanks

Karl.

Re: Whit light but no internet connection

Jamwint71 — Wed, 28 Aug 2024 10:44:35 GMT

Hiya, no not using wires.
It stopped working last Friday 23rd so done a line test and there was a fault reported.
it said that the fault had been cleared this morning but I’ve still got no connection but the whit light is on

Re: Whit light but no internet connection

Karl-TalkTalk — Wed, 28 Aug 2024 10:51:59 GMT

OK, I'll get a new router out to you, and we can see if this is the issue.

Thanks

Karl.

Re: Whit light but no internet connection

Jamwint71 — Wed, 28 Aug 2024 11:13:02 GMT

Aaahhhhhhh thank you so much, I’ll keep my fingers crossed 🤞🤞🤞.
My router at the moment is a Sagecom Fast 5364. I’ve had it five years so not sure if it’s got old.

Re: Whit light but no internet connection

Karl-TalkTalk — Wed, 28 Aug 2024 11:33:55 GMT

OK. router should arrive in the next day or two. Test and then let me know.

Thanks

Karl.

Re: Whit light but no internet connection

Jamwint71 — Wed, 28 Aug 2024 11:48:09 GMT

Thank you Karl & yes I sure will let you know.

Re: Whit light but no internet connection

Karl-TalkTalk — Wed, 28 Aug 2024 11:52:07 GMT

No Problem 🙂

Karl

Re: Whit light but no internet connection

Jamwint71 — Thu, 29 Aug 2024 08:15:48 GMT

Hiya Karl, there was a note yesterday on my account saying about an Order with a live date of 28th August. I assume that’s the new router??
I’ve looked again this morning and the note has gone.
can you confirm that the new router has or in the process of being sent please.

Re: Whit light but no internet connection

Karl-TalkTalk — Thu, 29 Aug 2024 08:20:57 GMT

The router has been dispatched. I've sent you a PM with tracking info.

Thanks

Karl.

Re: Whit light but no internet connection

Jamwint71 — Fri, 30 Aug 2024 12:19:07 GMT

Hiya Karl, my new router arrived today but sadly it’s still saying no internet connection.
I onow my phone works on Wi-Fi because it connects to other Wi-Fi networks like at work etc.

I’ve read something about internet interference?? Could this be it??
It’s really baffling me.

Re: Whit light but no internet connection

Debbie-TalkTalk — Mon, 02 Sep 2024 05:42:02 GMT

Hi @Jamwint71

Is the white light showing on the front of the new router?

Do any devices connect?

Re: Whit light but no internet connection

Jamwint71 — Mon, 02 Sep 2024 23:02:12 GMT

Hiya yes solid white light is on and both my devices connect to the Wi-Fi but they say No Internet. TalkTalk have done a line test and they say it’s clear.
I’ve got a technician coming to my property in a couple of weeks, so hopefully he can work out why it’s happening.
I know it’s not my devices because my phone connects to other Wi-Fi networks ok.

Re: Whit light but no internet connection

Anonymous — Tue, 03 Sep 2024 06:19:00 GMT

Morning,

Do you have a device that you could connect wired to the router to see if this connects please?

Michelle

Re: Whit light but no internet connection

Jamwint71 — Tue, 03 Sep 2024 09:44:55 GMT

Hiya, no sadly I don’t

Re: Whit light but no internet connection

Chris-TalkTalk — Tue, 03 Sep 2024 10:40:08 GMT

Hi Jamwint71,

Could you just check the telephone number that you've entered in your community profile, it looks as though there's a digit missing

Line test is passing but showing that router is powered down. Could you switch the router off and leave it off for at least 30 minutes, then switch back on and retest

Chris

Re: Whit light but no internet connection

Jamwint71 — Tue, 03 Sep 2024 23:02:43 GMT

Hi Chris, ooppppps yes I’ve just amended my phone number.
yeah I’ve tried turning off the router for 30 minutes & resetting it but still no change. I turned it off yesterday but forgot to put it back on.

Re: Whit light but no internet connection

Anonymous — Wed, 04 Sep 2024 06:42:21 GMT

Good morning,

Thank you. I've run a few tests on the line now which are clear but it's advising that the router is powered down. Is your router currently switched off?

Thanks

Michelle