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]

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.

[ChristoffBas]

I understand - do you have any idea of timescales?

Thanks

[Mandisa-TT]

Thank you for confirming, We're booking an Openreach engineer to investigate any issues within the network that may be affecting your service

The engineer is unlikely to need access to your property, so you don't need to be home and if this is confirmed as a fault in the network by the engineer won't be charged.

If the engineer can't find an issue in the network, they may need access to your home to complete further checks, they will try to call and arrange this on the contact number you have provided.

If they can't reach you, don't worry, you will receive a text from us to arrange for an appointed engineer to visit your home.

Please note that terms and conditions for an appointed engineer differ so please pay attention to this if your engineer type changes.

Do you understand this information?

[ChristoffBas]

Yesterday (Weds) morning around 9.15am.

[Mandisa-TT]

Thank you, When did you notice the problem? 

[ChristoffBas]

Ok, my mobile ends in 591.

Thanks

[Mandisa-TT]

We've run a test on your line which has identified a line fault that requires a supplier escalation to resolve.

Typically these escalations involve an engineer conducting checks on the supplier network, though occasionally they may need to visit your premises. I’ll need to confirm some information with you before I go ahead and arrange the escalation.

Could you please provide the last three digits of your mobile number so we can reach you?

[Mandisa-TT]

Do not restart your router as yet.

[ChristoffBas]

Let me know if you would me to restart the router again.

[Mandisa-TT]

Thank you for confirming, I will proceed with the checks.

[ChristoffBas]

Yes I am at home.

Thanks

[Mandisa-TT]

Thank you for getting back, just to confirm you are at home to proceed with the checks.

[ChristoffBas]

Good morning,

Yes, I still have no internet connection.

The router has a constant orange light on now.

Thanks

[Mandisa-TT]

Hi @ChristoffBas Thank you for your patience. Our systems are now fully operational, and I’m ready to run the necessary diagnostic tests on your connection.

Could you please confirm:

• Are you still experiencing the issue with your broadband?
• Are you currently at home so we can proceed with the checks?

Once I have your confirmation, I’ll begin the diagnostics immediately and update you on the next steps. If the router is the cause, we’ll arrange a replacement promptly to avoid delays.

[Mandisa-TT]

The current system outage is impacting all departments across the business.

[Gliwmaeden2]

@ChristoffBas, forum staff will clock off at 5pm. So if they cannot conclude the tasks by then, it will be c 7am tomorrow when they follow up.

Other Talktalk support channels are possible but it might involve starting all over again, or they may also be affected by the systems outage. 

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

There's also support from Talktalk via Facebook and X.