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Broadband and internet lights on router off

Joanne80
Popular Poster
Message 8 of 8

Hi

I watched something on Now TV last night and when the programme finished and I went to exit Now TV and error message came up saying I wasn’t connected to the internet. I checked the router and both the broadband and internet lights were off so I reset the router as that had sorted things in the past. Still nothing so I went to the status check on the TalkTalk site. This said there were no problems on my line so I followed the troubleshooting but still no luck. Can anyone help me with what the problem is?

Thanks

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7 REPLIES 7

Message 1 of 8

Hi Joanne,

 

As line test is clear we really need to rule the router out as a potential cause of the problem before arranging an engineer visit 


Chris

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Joanne80
Popular Poster
Message 2 of 8

Thanks

Is the router likely to be the issue then? Everything was fine and then suddenly no broadband. All the other lights on the router are on it’s just the broadband and internet lights are off so isn’t it a problem with the service rather than the router?

Joanne

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Message 3 of 8

Hi Joanne80

 

I have ordered you a replacement router for testing, please allow 24-48hrs for this to arrive.

 

Let us know how the connection compares with this router.

 

Thanks

 

Debbie

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Joanne80
Popular Poster
Message 4 of 8

Hi Michelle

i do have a dial tone. I don’t have a spare router to try. 
Jo

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Message 5 of 8

Hi Jo,

 

Thank you. I've run a test on the line now which hasn't detected a fault. Do you have a dial tone? Do you have an alternative router that you can test with? If not then we can send a replacement router for testing purposes to rule this out. We would also send a router returns bag so that one of the routers can be returned.

 

Thanks

 

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Joanne80
Popular Poster
Message 6 of 8

Hi 

My profile is now updated

Jo

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Michelle-TalkTalk
Support Team
Message 7 of 8

Hi Joanne,


 

Can you please update your community profile to include your:

 



     
  • TalkTalk Telephone 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

 

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