Broadband router white light on but after resetting it still disconnects from everything

[mshelly0402]

White light on but no internet. After talking to TalkTalk tech help and them telling me to just keep resetting router it’s still disconnecting and there telling me everything is fine . When will the problem be sorted. They refused to send a new router even after engineer has been and said it’s a problem with the router.

[Karl-TalkTalk]

You're Welcome 🙂

Regards 

Karl 

[mshelly0402]

Thank you hopefully it will solve the problems 

[Karl-TalkTalk]

Hi

A new router is on the way for testing.

Thanks  

Karl. 

[mshelly0402]

No I don’t have a different router to try.

[Chris-TalkTalk]

Thanks. Do you have another router that you can test with? If not then we can arrange to send one

Chris

[mshelly0402]

It went off again at  2 ish today 26th December. It worked ok for about 36 hours then the router disconnected from stuff and everything was buffering again. So I rebooted the router again. 

[Chris-TalkTalk]

OK thanks, approximately when was the last time that you rebooted the router?

Chris

[mshelly0402]

I don’t have a phone connected to landline or have a phone to try it sorry

[Chris-TalkTalk]

OK, can you try dialing 17070 from your TalkTalk landline and confirm that the number read back to you is your landline number

Chris

[mshelly0402]

I have turned router of a few times and have had to disconnect broadband and reconnect it back to talk talk lots of times as they keep loosing connection a lot it’s tvs I phones and I pad that have lost connection numerous times 

[Chris-TalkTalk]

Thanks. Do you still have  to keep on rebooting the router to get an Internet connection as I can only see a couple of reconnections in the last 6 days?

Chris

[mshelly0402]

Profile updated 

[Chris-TalkTalk]

Hi mshelly0402,

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

[mshelly0402]

Yes still the same problem 

[mshelly0402]

Yes still the same problem

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. Our engineers are still rolling out the fix at the moment. Can I just confirm, are you still experiencing the same issue of white light on the router but no internet connection?

Thanks

Michelle

[mshelly0402]

Thanks been following it but not been updated since 20th December. I’m still not getting WiFi for long.

[Gliwmaeden2]

Follow the Service Status Dashboard updates (under highlighted broadband button) here, @mshelly0402:

https://community.talktalk.co.uk/t5/Service-Status-Dashboard/bd-p/service

I'll re-escalate this thread, but there won't be full time cover on here over the festive period. 

[mshelly0402]

Any update as still having to turn router off and back on everyday to get to connect to I pad and tv.

[Karl-TalkTalk]

Hi

Our network teams are currently investigating as a priority.  As soon as we have more information we will share this with our Community.

Thanks  

Karl.