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

[Philile-TT]

Ensure the TalkTalk router is securely connected to the data (computer) port of the master telephone socket, with no microfilters in use.

[Philile-TT]

Thank you for confirming that. 

[ChristoffBas]

No, it all looks absolutely fine. 

The broadband literally stopped working on Weds am while I was on my computer in a different room. No one else was nearby to any of the broadband equipment or BT socket.

[Philile-TT]

@ChristoffBas Does any of the equipment appear to be damaged?

[Philile-TT]

Thank you for confirming that. 

[ChristoffBas]

It is a: NTE 5C MK 4

[nambuso-TT]

I need to find out what type of master, or main, telephone socket you have so I can give the correct troubleshooting advice.

The master socket will be a white box on a wall, and is where the telephone line connects into your house from outside.

Please browse to https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432 - this page shows you images of the different socket types so you can identify which you have.

Can you confirm what type of master socket you have please?

[nambuso-TT]

I completely understand your concerns about potentially being without broadband for an extended period, especially over the weekend. However, I need to conduct further checks first to accurately determine the cause of the issue.

Once we have that information, we can discuss the next steps, including the possibility of a replacement router. Your patience is greatly appreciated as we work to resolve this situation for you. The quicker we finish the checks, the quicker we will find a resolution.

[ChristoffBas]

Ok, but I'm just concerned I'm going to be without broadband for even more days, including the weekend now.

Are you able to get a replacement router to me tomorrow please, to either fix the issue or eliminate that the router is the problem?

Thank you

[nambuso-TT]

As router checks haven't resolved the issue, the next step is to look at potential equipment damage and ensure it is connected correctly.

I'll guide you through the checks - ensuring any damage or setup issues that could have caused the disconnection from the Internet are identified and resolved.

If these steps don't resolve the issue then I'll look at other potential causes.

I need to find out what type of master, or main, telephone socket you have so I can give the correct troubleshooting advice.

The master socket will be a white box on a wall, and is where the telephone line connects into your house from outside.

Please browse to https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432 - this page shows you images of the different socket types so you can identify which you have.

Can you confirm what type of master socket you have please?

[nambuso-TT]

A line test has not identified an issue outside your premises. As you've not made any changes before this issue started, the next step is to look at the router.

I'll guide you through the router checks - ensuring it's up to date and addressing any potential temporary issues that could have caused the disconnection from the Internet.

If these steps don't resolve the issue then I'll look at other potential causes.

[nambuso-TT]

I completely understand. These checks are essential for identifying the cause of the issue so we can provide an appropriate resolution. Please bear with me as I conduct this process.

[ChristoffBas]

No, there has not been any changes here that could have impacted the service.

It was working fine Wednesday before 9.15am, but then just stopped working. It hasn't been working since.

Can we please try replacing the router now as I believe you have tried everything else to resolve the issue, including getting an engineer to look at the exchange? The fact the router has been just turning itself off too after the factory reset, doesn't sound right?

Thank you

[nambuso-TT]

We'll just wait for the router to power up. This can take a little while. Have there been any recent changes in your home that could have impacted your service?

For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home?

*

[ChristoffBas]

Yes it came back on again, but just keeps flashing orange. No white light at all.

[nambuso-TT]

I understand however I need to complete these checks in order to know the cause of the issue. I'll need you to push the button on the router one more time, to see if it now comes on.

[ChristoffBas]

It did power up, then it flashed orange (no white) before powering down itself again.

I'm assuming that if the outside line is ok (as confirmed by BT) and the router is not powering up correctly now, the fault is with the router?

Can you please send me out a new router as soon as possible, so we can try that?

Thank you

[nambuso-TT]

I'll need you to push the button on the router one more time, to see if it now comes on.

Have you now switched the router on?

[nambuso-TT]

We'll just wait for the router to power up. This can take a little while.

[nambuso-TT]

Okay thanks for confirming.