topic Re: No Internet Connection Even Though Light on the Router is White in Fibre

No Internet Connection Even Though Light on the Router is White

amiiegee — Wed, 11 Dec 2024 09:45:14 GMT

My router shows white light but there is no internet. The issue is resolved by restarting the router. But the internet will cut again after a few minutes and the router will continue to show white light.

Can someone confirm this and/or send me a new router to test?

Re: No Internet Connection Even Though Light on the Router is White

Karl-TalkTalk — Wed, 11 Dec 2024 10:04:04 GMT

A router is on the way to you for testing.

Thanks

Karl.

Re: No Internet Connection Even Though Light on the Router is White

amiiegee — Fri, 13 Dec 2024 16:14:48 GMT

Hi Karl

The new router arrived today, had it running since 3pm and the same issue has reoccurred, internet connection has been lost and the light on the router is still solid light, only way to get it working again is to reset the router.

I work from home so it is disrupting my work day. Any ideas on how to get this sorted asap?

Re: No Internet Connection Even Though Light on the Router is White

Anonymous — Mon, 16 Dec 2024 07:18:06 GMT

Morning,

Thanks for testing with the replacement router and I'm sorry to hear this. We're still looking into this and I'll post back as soon as we receive an update.

Thanks

Michelle

Re: No Internet Connection Even Though Light on the Router is White

Anonymous — Mon, 16 Dec 2024 07:29:47 GMT

Hello again,

Can I just ask, did the replacement router come with a new power supply unit? If it did, then did you replace all the cables and unit? Does it say on the Power supply unit what voltage it has please?

Thanks

Michelle

Re: No Internet Connection Even Though Light on the Router is White

amiiegee — Mon, 16 Dec 2024 08:46:42 GMT

Hi Michelle.

Yes i have.

The plug is 200/240v. I think that’s the right number? I’ll post a pic.

Re: No Internet Connection Even Though Light on the Router is White

Anonymous — Mon, 16 Dec 2024 08:54:22 GMT

Morning,

Thank you. Can I just ask, has it happened at all this morning?

Thanks

Michelle

Re: No Internet Connection Even Though Light on the Router is White

amiiegee — Mon, 16 Dec 2024 08:57:01 GMT

I wouldn’t be able to say as i’ve just started using the internet for the day. But over the weekend the issue has been ongoing. Sometimes it’s regular and others it’s more time between.

Re: No Internet Connection Even Though Light on the Router is White

Anonymous — Mon, 16 Dec 2024 08:58:44 GMT

Hi amiie,

Ok, I'll check back in with you around 12pm to see how it's been. Our team are still investigating in the mean time.

Thanks

Michelle

Re: No Internet Connection Even Though Light on the Router is White

amiiegee — Mon, 16 Dec 2024 09:42:12 GMT

Just to add. It went off just now. Same issue, router still shows solid white light.

Re: No Internet Connection Even Though Light on the Router is White

Anonymous — Mon, 16 Dec 2024 09:50:02 GMT

Hi amii,

Sorry to hear this. I've let the team know and they are still investigating.

Thanks

Michelle

Re: No Internet Connection Even Though Light on the Router is White

Anonymous — Mon, 16 Dec 2024 11:51:00 GMT

Hi amii,

Could you try this for us please?

Could you try changing the DNS to see if there is any change please? This would just be a temporary thing to see if it makes any difference and we can feed this back to our team who are investigating.

Change your router DNS settings to use Google DNS.

Open your web browser, type http://192.168.1.1 into the address bar and press Enter
Enter the username admin (in lowercase) and password (you'll find this on the removable settings card on the back of the Hub, and select OK
Select See internet settings
Select Manage advanced settings
Select TalkTalk WiFi Hub
Select DNS Tab
Make sure ON is enabled
Add Primary and Secondary DNS Servers ( Primary = 8.8.8.8 Secondary = 8.8.4.4 )
Select Apply

Please note ; If you currently use any Homesafe services such as Homework Time etc. This will not work whilst you have the DNS set to Google.

Michelle

Re: No Internet Connection Even Though Light on the Router is White

amiiegee — Mon, 16 Dec 2024 12:06:08 GMT

Hi.

I can, but would it be for long as I do require homesafe at all times and had recent issues with it not working for over a week so worried the same could happen again if i change settings around.

Re: No Internet Connection Even Though Light on the Router is White

Chris-TalkTalk — Mon, 16 Dec 2024 12:36:45 GMT

You would only need to do it long enough to test if it resolves the problem. HomeSafe should start working again as soon as you change the DNS servers back to TalkTalk's

Chris

Re: No Internet Connection Even Though Light on the Router is White

amiiegee — Mon, 16 Dec 2024 12:39:46 GMT

Okay, I will do this once i finish work at 2pm and provide updates on wether or not helps

Re: No Internet Connection Even Though Light on the Router is White

Chris-TalkTalk — Mon, 16 Dec 2024 13:03:05 GMT

OK thanks 🙂

Re: No Internet Connection Even Though Light on the Router is White

Anonymous — Tue, 17 Dec 2024 11:16:17 GMT

Hi amii,

Can I just check specifically what devices are affected when this issue happens please? Is it related to Apple devices only?

Thanks

Michelle

Re: No Internet Connection Even Though Light on the Router is White

amiiegee — Tue, 17 Dec 2024 11:19:04 GMT

Hi Michelle.

It’s all devices. Phones, Laptops, Consoles , Smart TV.

I changed (if I did it right) the DNS yesterday and touch wood it has been ok since. But as I said i would prefer to not keep google DNS due to homesafe.

Re: No Internet Connection Even Though Light on the Router is White

Anonymous — Tue, 17 Dec 2024 11:23:07 GMT

Hi amii,

Ok thanks for confirming. I've let the engineers know now and I'll come back to you with an update as soon as possible.

Thanks

Michelle

Re: No Internet Connection Even Though Light on the Router is White

amiiegee — Tue, 17 Dec 2024 11:32:49 GMT

Thank you. Is it okay If i switch the DNS back for now?