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

[ferguson]

The picture shows that you have now done it correctly. A bit worrying though if the support team can't see it!

[ChristoffBas]

Yes that what I was asked to do by your colleagues. Unless I misunderstood?

Connect the router to the BT master socket.

Ferguson said: "You need to try at the test socket behind the removable faceplate on the master socket, I did suggest this a couple of days ago, but not clearly enough it seems. Sorry.

[ferguson]

@siphosethu-TT 

I don't understand why that is? It is there for me , showing the router plugged into the test socket via a microfilter.

[ChristoffBas]

Thank you, I have reduced the size of the photo attached. It's just showing the microfilter going directly into the BT master socket (with the face plate removed). Yes, I am at home. The router still has an orange flashing light (now for over 15 mins)

[siphosethu-TT]

Hi there @ChristoffBas, please note that I'm unable to see the attachment, will run checks on your services to see if it might be a fault. Please confirm if you are currently at home? Thanks

[ChristoffBas]

Hi, I have just purchased a new microfilter which is now plugged into the master socket, see picture attached. I restarted the router too, which has been flashing orange for 6 mins

[ferguson]

@ChristoffBas 

You need to try at the test socket behind the removable faceplate on the master socket, I did suggest this a couple of days ago, but not clearly enough it seems. Sorry.

[Philile-TT]

Okay, thank you. 

[ChristoffBas]

I will get back to you shortly when I've got the Microfilter. Just picking one up.

[Philile-TT]

@ChristoffBas I understand that, apart for the micro-filter, there is an option to book an in-home engineer, yes there is a £75 charge however if the fault is with the router you will not be liable to pay for the engineer. 

[ChristoffBas]

The router keeps switching itself off now - is that not a fault?

[Philile-TT]

I understand, the checks are not picking up any fault on router. 

[ChristoffBas]

I don't understand why I need a microfilmer as I am plugging the router directly into the router socket on the BT master socket?

[Philile-TT]

As you don't have a microfilter to use for testing we can't complete the required diagnostics. We can send you a microfilter so you can complete these tests.

Alternatively, we can send a TalkTalk engineer - however as the telephone equipment hasn't been tested, we haven't been able to determine if your equipment is at fault. If your equipment is found to be at fault then the engineer would be chargeable at £75 .

Would you like us to send a new microfilter to test with, or would you prefer the engineer?

[ChristoffBas]

No I don't and we also haven't used a landline telephone here ever.

I feel this issue is not going to be resolved, as you have tried everything now but we are still no further to getting me back online.

[Philile-TT]

We need to confirm the master socket isn't faulty. Do you have a microfilter that you could use?

These would be supplied with the router so may be in the box if you still have it.

[Philile-TT]

@ChristoffBas I completely understand that however it is the test results that will advise us to order a new router if the issue is with the router. If I manually order the router, you will be charged. 

[ChristoffBas]

This is definitely NOT an ethernet cable connected to the WAN (red) port.

I have to say, you (and I) have tried absolutely everything now to fix the issue, apart from replacing the router.

Thanks

[Philile-TT]

Check an Ethernet cable is NOT connected to the WAN (red) port on your router.

[ChristoffBas]

I've done this and still the same issue - router boots up, flashes orange for over 20 mins then switches itself off. I tried this yesterday and again an hour ago.