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

[amahle-TT]

Please click on my name and you'll get taken through to my profile from which you can send a private message.

[ChristoffBas]

I have not received a link in private. How have you sent it?

[amahle-TT]

Optional, please do refer to the link I have sent in private, thanks.

[ChristoffBas]

Ok I will do, but where are they - email?

[amahle-TT]

We are sorry for this, please do refer to your private messages.

[ChristoffBas]

I'm sorry but you have tried this many times now and you cannot connect to the router. You have tried and tried.

Why would this change trying it yet again?

I will be without connection when I do this so I will have not anyway of contacting you when I'm offline.

Can I actually speak to a manager over the telephone to rectify this please? It's extremely frustrating.

Thank you

[amahle-TT]

Do you have any active monitoring for life threatening health reasons which is solely dependent upon your TalkTalk Broadband or Telephone line?

For example, a care alarm, lifeline, health pendant or fall detector.

[amahle-TT]

We do not have a specific timeframe for checks, but they help in identifying where the issue is and what may be the solution.

[ChristoffBas]

Ok, so when I've disconnected myself again from my working network and you try to connect again, how long will it take for you to do the tests and also to send out a replacement working router?

I just need to manage my work load today and inform people I will be offline again. You must appreciate this is really inconvenient now - after discovering it is the router that is in fact faulty.

Thank you

[amahle-TT]

Please confirm once done.

[amahle-TT]

We are sorry for this, but we need you to connect the router that was provided by us so we can run further checks and get to the bottom of this, thanks.

[ChristoffBas]

Sorry but you have tried many times to do this with my old router (since Weds) and you could not connect it.

The old router does not make a connection - it just flashes orange for over 20 mins before switching off. I have tried factory resetting several times too.

The borrowed router starts up, flashes orange, then orange and white, before turning solid light.

This surely must be proof that the old router is faulty.

You are asking me to disconnect the working router, to plug the faulty one back in, which you have tried many times to connect to.

I don't understand why you need to keep trying this – I had been without connection now since Weds morning (until I plugged in the borrowed one on Saturday).

Thank you.

[amahle-TT]

Please do plug in your router not the once you have borrowed, so we can proceed, thanks.

[ChristoffBas]

Good morning, I am at home.

I restarted the router several times further on Friday evening and Saturday morning, but still no connection and the router light did not turn white once (not even flashing). 

After you and your colleagues completing all the tests your end, including BT checking out the line (which they said was fine), to me – everything was pointing at the router being faulty. With this in mind, I decided to see if I could get another router (borrowed the same TalkTalk one) from someone to test it. I can confirm this test worked using the borrowed router, and it gave me full connection again. Solid white light.

With this in mind, can you please send me a new replacement router, so I can return the borrowed one.

Let me know if you need any other information.

Thank you

[amahle-TT]

Hi there @ChristoffBas, we will look into this for you. Please confirm if you are messaging us from home.

[Gliwmaeden2]

@ChristoffBas, sadly forum staff clock off c 5pm and won't be back on here before Monday. 

I understand that Talktalk support provide help till later in the day on X, Facebook etc, or the usual phone number: 03451 720088 till 7pm, and live Chat till 9pm.

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

Unfortunately they may run the tests all over again, but assume they will need the router plugged in directly at the test socket.

[ferguson]

I fear they have finished for today and will not be back online until Monday.  😕

[ChristoffBas]

Anybody there on the Support team to help?

I was hoping to get my issue resolved today, rather have to go without broadband for the weekend now.

The router is plugged directly into the master socket now (via microfilter) and has been flashing orange for 30 mins now.

BT has checked the line and reported all good.

There has been no work in or around the house to disturb the connection.

Does the router not need to be replaced now, as you have gone through numerous tests?

Can you please send out a replacement router,

Can you please let me know asap.

Thank you

[ChristoffBas]

@siphosethu-TT  can you please advise the next steps.

The router is still flashing orange, now for over 20 mins.

[ChristoffBas]

Thank you for confirming I've done it correctly!