Broad stopped working

[Laurend77]

My broadband has stopped working for a week it’s saying a blue light on my router and not saying up on my Wi-Fi settings list 

[Chris-TalkTalk]

Hi Laurend77,

if you still need assistance can you please update your community profile to include your:

• Name
• Telephone 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

Chris

[Laurend77]

I have tried that and all my devices you can’t get internet any other way I think the broad band cable was melted and fused as I tried to take it out and it was stuck manage to get it out and blue melted plastic was inside of it 

[Skynet_TX]

Hi @Laurend77,

So just to clarify, is your router showing the solid white LED, but when you log into your router it is not showing 'Enabled' for the Wi-Fi, or are you just looking for the Wi-Fi network name from your devices, and can no longer see your Wi-Fi network ?

Do you have any devices that you can connect to the router via an ethernet cable, if so, can that device then access the internet ok ?

If the Wi-Fi is showing as disabled when you log into your router then you could try a factory reset of the router by holding in the reset button on the back for over 10 seconds, but if this does not fix it then it may indicate the router has a fault.

For one of the TalkTalk Support Team on this community to be able to look into this you will need to update your community profile to include :

• Your name
• Landline telephone number that your TalkTalk service is provided on (this is shown in ‘My Account’) OR add your account number to the ‘private notes’ section if you have Full Fibre with no landline
• An alternative contact number

This will allow them to identify you, and they will then be able to help.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk Support Team on this community can see your profile details).

Then they will hopefully be able to respond to this post tomorrow.