topic Re: No internet with white light in Fibre

No internet with white light

ashmeneely — Wed, 18 Dec 2024 10:47:41 GMT

For the last few weeks we have had intermittent internet even though the light on the router has been white.

I see others have had the same.

I reported this yesterday to Talktalk and now I see that the light on our router is orange and we have no internet at all.

Re: No internet with white light

Anonymous — Wed, 18 Dec 2024 10:49:14 GMT

Morning,

Thank you.

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: No internet with white light

ashmeneely — Wed, 18 Dec 2024 10:53:52 GMT

Hi Michelle, that's all done now!

Re: No internet with white light

Anonymous — Wed, 18 Dec 2024 10:58:11 GMT

Hi ash,

Thank you. I've run a test on your line now which is clear. Is there still no connection if you reboot the router? Is your voice service ok with no noise on the line?

Thanks

Michelle

Re: No internet with white light

ashmeneely — Wed, 18 Dec 2024 11:03:32 GMT

Yes I had this yesterday as well but when I log in to my account I can also see this message - see attached.

Router flashes white and orange for a while and then goes solid orange. The phone line seems clear.

Re: No internet with white light

Anonymous — Wed, 18 Dec 2024 11:06:49 GMT

Hi ash,

Ok, if there is still no connection after a router reboot then I think we should send a replacement router for testing purposes to rule this out as this sounds like it could be a different issue. Have you rebooted the router this morning?

Thanks

Michelle

Re: No internet with white light

ashmeneely — Wed, 18 Dec 2024 11:08:21 GMT

Yep, I have unplugged it several times this morning as well as just switching it off with the power button. Same results.

Re: No internet with white light

Debbie-TalkTalk — Wed, 18 Dec 2024 11:55:11 GMT

Hi @ashmeneely

Apologies for this.

I've ordered a replacement router, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

Re: No internet with white light

ashmeneely — Wed, 18 Dec 2024 11:55:17 GMT

Hi Michelle,

How soon do you think we can get a new router out to us? It's proving very tricky to work here without internet!

Thanks,

Ash.

Re: No internet with white light

Debbie-TalkTalk — Wed, 18 Dec 2024 11:56:22 GMT

Hi Ash @ashmeneely

Apologies, we posted at the same time.

I've ordered a replacement router, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Re: No internet with white light

ashmeneely — Wed, 18 Dec 2024 11:56:28 GMT

Hi Debbie,

Thanks for the update, yes I will let you know for sure when it arrives.

Much appreciated,

Ash.

Re: No internet with white light

Debbie-TalkTalk — Wed, 18 Dec 2024 12:10:37 GMT

Hi @ashmeneely

Thank you 🙂

Debbie

Re: No internet with white light

ashmeneely — Thu, 19 Dec 2024 13:36:34 GMT

Hi @Debbie-TalkTalk and @Anonymous,

I see others have had the same issues and a new router hasn't solved the problem. My new router arrives tomorrow sometime but in the meantime we have zero internet (2 adults trying to work during the day and 4 x teenagers at college / school).

There hasn't been a Network Status Update on the issue for 24 hours now (which is unbelievable), when do we think this will be resolved as this is all VERY infuriating and VERY inconvenient. I cannot run this house on mobile phone connectivity alone.

Thanks.

Re: No internet with white light

ferguson — Thu, 19 Dec 2024 14:17:25 GMT

Your issue seems different to the one which has been more widespread, that involved a constant white light on the router when it disconnected. I think you will have to hold tight and see what happens when your replacement arrives.

Re: No internet with white light

ashmeneely — Thu, 19 Dec 2024 14:21:31 GMT

The light is now constant orange and no internet at all. Done all the restarts and factory resets as well as line tests. I have no option now but to wait another day for then the router arrives and HOPE that fixes it. Not great at all....

Re: No internet with white light

ferguson — Thu, 19 Dec 2024 14:43:21 GMT

You could try switching off the router at the mains for a full 30 minutes to reset the session before turning it back on again, if you haven't done so already.

Re: No internet with white light

Debbie-TalkTalk — Fri, 20 Dec 2024 07:12:52 GMT

Hi @ashmeneely

I'm really sorry to hear this.

Hopefully the router will arrive today.