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

[Mandisa-TT]

Have you made changes with the WiFi Network name (SSID) or password ?

Yes
No
Don't know

[ChristoffBas]

No, nothing is connected to the red port

[Mandisa-TT]

Do you currently have an Ethernet cable connected to the WAN (red) port on the back of your WiFi Hub?

[ChristoffBas]

Yes - 20 minute power down completed

[Mandisa-TT]

I just need to capture details of the checks you've completed previously. I'll go through them individually so you can confirm what has been done so far. You have confirm that you have switched the router off and on again after.

Have you switched your router off for a full 20 minutes before powering it back up again?

Yes - 20 minute power down completed
No - 20 minutes power down not completed

[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.