Broadband stopped working this morning and will not reboot

[ChristoffBas]

My broadband was working fine up until 9.15am this morning, but then stopped.

I have rebooted the router several times now, leaving for over 20 mins in between.

It has been flashing from orange to white.

Please help!

Thanks

Chris

[ChristoffBas]

I understand - do you have any idea of timescales?

Thanks

[Mandisa-TT]

Thank you for confirming, We're booking an Openreach engineer to investigate any issues within the network that may be affecting your service

The engineer is unlikely to need access to your property, so you don't need to be home and if this is confirmed as a fault in the network by the engineer won't be charged.

If the engineer can't find an issue in the network, they may need access to your home to complete further checks, they will try to call and arrange this on the contact number you have provided.

If they can't reach you, don't worry, you will receive a text from us to arrange for an appointed engineer to visit your home.

Please note that terms and conditions for an appointed engineer differ so please pay attention to this if your engineer type changes.

Do you understand this information?

[ChristoffBas]

Yesterday (Weds) morning around 9.15am.

[Mandisa-TT]

Thank you, When did you notice the problem? 

[ChristoffBas]

Ok, my mobile ends in 591.

Thanks

[Mandisa-TT]

We've run a test on your line which has identified a line fault that requires a supplier escalation to resolve.

Typically these escalations involve an engineer conducting checks on the supplier network, though occasionally they may need to visit your premises. I’ll need to confirm some information with you before I go ahead and arrange the escalation.

Could you please provide the last three digits of your mobile number so we can reach you?

[Mandisa-TT]

Do not restart your router as yet.

[ChristoffBas]

Let me know if you would me to restart the router again.

[Mandisa-TT]

Thank you for confirming, I will proceed with the checks.

[ChristoffBas]

Yes I am at home.

Thanks

[Mandisa-TT]

Thank you for getting back, just to confirm you are at home to proceed with the checks.

[ChristoffBas]

Good morning,

Yes, I still have no internet connection.

The router has a constant orange light on now.

Thanks

[Mandisa-TT]

Hi @ChristoffBas Thank you for your patience. Our systems are now fully operational, and I’m ready to run the necessary diagnostic tests on your connection.

Could you please confirm:

• Are you still experiencing the issue with your broadband?
• Are you currently at home so we can proceed with the checks?

Once I have your confirmation, I’ll begin the diagnostics immediately and update you on the next steps. If the router is the cause, we’ll arrange a replacement promptly to avoid delays.

[Mandisa-TT]

The current system outage is impacting all departments across the business.

[Gliwmaeden2]

@ChristoffBas, forum staff will clock off at 5pm. So if they cannot conclude the tasks by then, it will be c 7am tomorrow when they follow up.

Other Talktalk support channels are possible but it might involve starting all over again, or they may also be affected by the systems outage. 

https://help-centre.talktalk.co.uk/Billing_and_Payments/Something_else/How_to_contact_TalkTalk_Broad...

There's also support from Talktalk via Facebook and X.

[Mandisa-TT]

Once the systems are back up, your thread will be prioritized. 

[ChristoffBas]

Ok, please let me know as soon as you have any updates.

Thank you

[Mandisa-TT]

Our systems are still down at the moment, which is preventing us from running the necessary diagnostic checks on your line. The estimated time for the systems to be fully operational is within the next 2–3 hours.

[Mandisa-TT]

I understand, I will check for you.

[ChristoffBas]

Hi, I'm just wondering if you are able to run the tests you need to do now, to see what the issue is with my connection?

I'm mindful that if it is the router, there might be a delay in getting a replacement to me in good time.

Can you give me an update please?

Thanks very much