topic Re: No Internet in Fibre

No Internet

isurua — Sat, 11 Jan 2025 14:00:48 GMT

Hi,

from today morning, my router was keep loosing the internet, and now its completely flashing the orange light while the ethernet also on and off time to time so that router can’t establish the connection, the wifi is not even shown in the list as well. Can someone please help me with this

thanks

Re: No Internet

KeithFrench — Sat, 11 Jan 2025 14:52:54 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.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture and then clicking on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: No Internet

isurua — Sat, 11 Jan 2025 15:15:20 GMT

Thanks @KeithFrench for the response and much appreciated, from 9 o clock i have tried chat and calling them but it’s really hard to get to them which is really poor as on customer aspect. I have tried 30mins off hard reset by pin and changing the cables and I don’t think that I can do much more, no internet when kids indoors with this weather you know.. seems like it ill tke till Monday itself..

thanks again for your referral.

Re: No Internet

Anonymous — Mon, 13 Jan 2025 07:55:34 GMT

Morning,

I'm sorry for the delay. What lights are currently on the ONT please? Have you also tried powering down the ONT and router for a full 30 minutes and then retested again?

Thanks

Michelle

Re: No Internet

isurua — Mon, 13 Jan 2025 12:15:31 GMT

Hi michelle,

thanks for attending on this issue, all the other lights are on as usual and only ethernet is having the issue and through out last two days the router was flashing orange.

thanks

isuru

Re: No Internet

Anonymous — Mon, 13 Jan 2025 12:21:58 GMT

Hi isurua,

Just to confirm, the wireless devices are connected ok it's just devices connected wired that can't connect? Have you tried factory resetting the router and re-setting it back up again?

Michelle

Re: No Internet

isurua — Mon, 13 Jan 2025 12:31:48 GMT

Hi @Anonymous ,

i have done the everything i could do, now it’s connected, i tried the 30mins turn off modem and ONT, didn’t work, router reset done but didn’t work, changed the ethernet cable it didn’t work. Even wifi is can’t be seen on the list to be connected even. Even tried ONT TO LAPTOP using ethernet cable it doesn’t work even. Did everything basically NO internet.

thanks

Re: No Internet

Anonymous — Mon, 13 Jan 2025 13:17:34 GMT

Hello,

Ok thanks for confirming. I've passed this over to our Faults Escalation Team now and will post back as soon as I receive an update. It's possible that the team may also contact you directly.

Thanks

Michelle

Re: No Internet

isurua — Mon, 13 Jan 2025 13:30:33 GMT

Thanks @Anonymous will wait and hope it will be sorted soon

Thanks

Re: No Internet

Anonymous — Tue, 14 Jan 2025 06:45:12 GMT

Morning,

Has the team made contact since your last post?

Thanks

Michelle

Re: No Internet

isurua — Tue, 14 Jan 2025 09:09:20 GMT

Good morning @Anonymous ,

yesterday night i reached the engineer via chat and booked today for a inspection through city fiber for today. Waiting for it.

Thanks

Re: No Internet

Anonymous — Tue, 14 Jan 2025 09:13:36 GMT

Morning,

I'm really sorry. My colleague advised me that they would be making contact to book an engineer visit with you yesterday. Thank you for the update and we'll check back in with you later on today to see how you're getting on.

Thanks

Michelle

Re: No Internet

isurua — Tue, 14 Jan 2025 14:28:26 GMT

@Anonymous ,

engineer has informed that everything is okay with the connection, there for has to change the router so i will be getting a router instead according to them and it’s free.

can you please let me

know what this means cause I really didn’t order anything.

Thanks

[removed image as it contains personal information]

Re: No Internet

Anonymous — Tue, 14 Jan 2025 11:57:54 GMT

Hi,

Apologies for confusion, did someone call you in regards to the router?

Michelle

Re: No Internet

isurua — Tue, 14 Jan 2025 12:18:45 GMT

Yes, they did and its they said it’s after an inspection of engineer, which really I don’t know how they did externally.

and then they said router will be replaced and its free.

Now i see a charge of 120£ in my email and I don’t know what its for. Can you please clarify.

Re: No Internet

isurua — Tue, 14 Jan 2025 12:19:05 GMT

@Anonymous

Re: No Internet

Chris-TalkTalk — Tue, 14 Jan 2025 14:31:00 GMT

Hi isurua,

You shouldn't be charged for the router but if the charge appears on your bill let us know and we'll credit it back

I've removing the image from your earlier post as it contains your account number.

Chris

Re: No Internet

isurua — Wed, 15 Jan 2025 12:21:10 GMT

@Chris-TalkTalk @Anonymous ,

thank you very much for your time and instructions and i got the new router today and it’s working properly.

Please have a look on the payment which I shared above as they mentioned its free.

thanks again.

have a good day.

Re: No Internet

Anonymous — Wed, 15 Jan 2025 12:49:31 GMT

Good afternoon,

Thanks for the update and I'm glad to hear this. Does the charge show on your bill when you log into your My Account?

Michelle

Re: No Internet

isurua — Wed, 15 Jan 2025 13:03:39 GMT

@Anonymous ,

I just checked, nope currently not. Nothing shows in there, As you can remember it was 120£ for the router as far as i remember. In any case I'll post up here. Up to now everything is fine.

Thanks