Deceased Router

[g7mjv]

Hello, I wonder if you can help me please?

My Broadband has gone down.

It's been dropping out for ages, despite Openreach visiting and checking the line a couple of times.

On occasions it's been really slow but a reboot of the router seemed to cure it.

It's now got a blinking ogange light and I have no service.

I don't have a landline phone

Could you send me a new router please

Many thanks

[g7mjv]

Yes, that's all fine.. As you will know, the 5C has an internal filter

[nambuso-TT]

Ensure the TalkTalk router is securely connected to the data (computer) port of a microfilter, and the microfilter is then connected to your master telephone socket.

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

[g7mjv]

No, not at all.. 

[nambuso-TT]

Does any of the equipment appear to be damaged?

[g7mjv]

Yes, it's a 5C. It only has the router plugged into it. There are no extensions of any sort..

[nambuso-TT]

Thank you very much for letting me know. You did mention that you are using a an NTE 5C Master socket is that correct?

[g7mjv]

Right, I'm back.. Router is still plugged in and is displaying a blinking orange light

[nambuso-TT]

No worries, please let me know once you are back so we can resume with diagnostics.

[g7mjv]

Yes, it's plugged in and the orange light is flashing.. I have to go out but will be back in 30 mins.. 

[nambuso-TT]

No problem:) You should be able to see the power light on the front of the router.

If this light is on, your router is receiving power.

Just to verify, is the router currently powered on?

[g7mjv]

Yes please

[nambuso-TT]

I can see that your Internet connection is currently offline.

This means that your Internet, WIFI, Email or TV Service will not work properly.

Shall we fix that now?

[g7mjv]

That's great, thank you.. My router plugs in directly to a master socket 5C. I don't not have a phone plugged into the socket (I don't own a phone) and there are no extension cables.

[nambuso-TT]

Thank you very much for letting me know. I am about to run a test that will look at the condition of your line. This test will identify any faults in the cables and associated equipment, between your home and the exchange, that could affect your service.

The result will allow us to determine if an engineer is required, or whether additional checks need to be completed with you.

[g7mjv]

Yes, no problem at all.. I just use TT for my broadband

[nambuso-TT]

Thanks so you will be able to contact emergency services while your services remain impacted?

[g7mjv]

Hi there, no I don't have any issues at all.. I use my mobile for voice calls

[nambuso-TT]

Hi there @g7mjv. I am very sorry to hear this. I will need to ask you a few questions so that we can identify the cause of the issue. 

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

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