Elderly In-laws totally lost BB connection - DG8041W-2.T5 flashing yellow light

[stagger321]

Hi - One for the Support Admins I think.
Trying to get my Coventry based elderly Mother in-laws DG8041W-2.T5 router working again.

This unit was supplied recently by TT very recently, to replace a very old router they had. It was working fine until this weekend. Now I get flashing orange light all the time on router after it is powered up.

The phone line is fine (connected via Microfilter).
I have linked my laptop to it via LAN cable and can get onto the unit via 192.168.1.1  IP addy.
This shows the unit is up  and can connect via wifi/LAN but not able to connect the WAN/Internet.
Tried a hard rest of the router -several times. Tried to change the microfilter and the DSL cable, but same fail mode. 

Their main phone socket is one of the old style single front-plate  ones - so no option to try the socket behind the face - like on the split face sockets.

Looks like their BB signal has gone. How do I get this resolved.

Thanks in advance

[Karl-TalkTalk]

Hi

Router is on the way to them.

Thanks  

Karl.

[stagger321]

Hi @Debbie-TalkTalk .

Yes please, can you please send them a replacement. I will set it up for them when it arrives.

I think that is the best option, as I have run out of ideas now.

Many thanks.

[Debbie-TalkTalk]

Hi stagger321

I'm really sorry to hear this.

I've completed a line test which hasn't detected any faults - Line test is clear.

Would you like me to send a replacement router for testing?

Thanks

Debbie

[stagger321]

@Skynet_TX Thanks. I did try the Service centre test when logged into their account -  and first time it came back as all OK. Now its coming back with there might be an issue message - so we will see - its currently on test 2 of 2

I am running this via  my network, as not at their house at present.

[stagger321]

Thanks @ferguson . 
As you say have added my In-Laws names, address, and land-line number to the Private Notes section of my Personal Profile/Personnal Info panel.
Over to you Support Team

[Skynet_TX]

Hi @stagger321,

If the phone is working can they try dialling 17070, this will read back the phone number of the line, can they ensure this reads back the number they expect. Obviously, if you have called them on their normal number, and they have answered, then that also proves their line still has the correct number.

It would be worth going to the Service Centre to run a connection test on their line, this will indicate if there is currently a fault affecting their service. They could either do this themselves, or if you know the login to their 'My Account' you could do it from there.

[ferguson]

Make sure that the account holder's name, address and TalkTalk landline number are in the Private notes section of your personal profile and the support team can have a look for you.