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]

Thank you

[Mandisa-TT]

An automated check is in progress to check if the router is able to connect to the Openreach street cabinet. This can take up to 3 minutes to complete. I'll let you know once it's finished.

[Mandisa-TT]

I'm sorry to hear this, I will start running the checks on your line.

[ChristoffBas]

It has a constant orange light on it.

I rebooted it after getting the message about the issue being resolved, but it flashed orange to white, then became a constant orange.

[Mandisa-TT]

Please confirm the status of your router?

[ChristoffBas]

No, it has not been working since I reported the fault on 7.1.26 morning.

[ChristoffBas]

This is the screenshot of the message I just received

 

[Mandisa-TT]

Please confirm if your internet has not been working since the 07.01.2026 morning?

[ChristoffBas]

Yes I am at home, thanks.

[Mandisa-TT]

Thank you so much for confirming that you are still having the issue, I will need to run further checks, are you at home to proceed?

[ChristoffBas]

I just received this from TalkTalk, but I still have the same issue after rebooting the router.

Does this meet the router is actually faulty and needs replacing now?

Your case has been resolved

Updated: 11:19 on 09/01/2026

We’re confident the issue has been resolved. However, if you’re still experiencing problems please get in touch with a member of our team within the next 5 days using the link below.

In 5 days, your case will automatically close, and you’ll no longer be able to access it. However, all the details will be securely stored on our end.

[Mandisa-TT]

The engineer will investigate, typically this will be completed within the next 2-3 working days.

Openreach will contact you via a text message with details of the engineer working on your fault on the day the work begins. This includes when they are travelling and when they start working to resolve the fault.

[ChristoffBas]

Hi, any updates from BT yet, as to when they will be looking into the issue?

Thanks

[mandisa1-TT]

You are most welcome:)
Have a lovely day and take care.

[ChristoffBas]

Ok thank you. Look forward to hearing from you.

[Mandisa-TT]

I completely understand your concern and how inconvenient this can be, especially when you rely on broadband for work and entertainment. The reason we’ve booked the Openreach engineer first is that most issues like this are caused by the external line, and the engineer visit will help us confirm and fix that quickly. If the router turns out to be the cause after the engineer checks, we’ll send you a replacement straight away. We’ll keep you updated every step of the way to make sure this gets resolved as soon as possible.

[ChristoffBas]

Ok, it just means I could be without broadband for at least another 3 days, causing more inconvenience (with work, tv etc).

If the router should be the cause, at least that could be eliminated sooner. If it doesn't work I could return it to you.

I'm just a little concerned it's going to take a while to resolve my issue.

Thanks

[Mandisa-TT]

We’ve booked an Openreach engineer to visit and carry out further checks, as this is the best way to resolve the issue. Once the engineer has completed their work, if we find the router is faulty, we’ll arrange a replacement for you right away. For now, the engineer visit will help us confirm the root cause.

[ChristoffBas]

Also... is it not worth you sending me a replacement router in the meantime, just in case that is part of the issue?

Thanks

[Mandisa-TT]

Line testing reveals an issue on your line that needs to be fixed by an Openreach Engineer. The engineer will investigate, typically this will be completed within the next 2-3 working days.

Openreach will contact you via a text message with details of the engineer working on your fault on the day the work begins. This includes when they are travelling and when they start working to resolve the fault.

This is a non-appointed visit, which means they'll only be working on the Openreach equipment between your home and the exchange. They will confirm once they have completed their work.

Assuming the problem is outside of your property, the engineer won't need access. However, if the engineer doing the investigation determines that access to your property is necessary, you will be informed via SMS or email and asked to schedule a time that works best for you. If this occurs, we advise getting in touch with us right away to book the engineer appointment.