Internet stopped working all of a sudden

[Carli1233]

Internet been ok and then wouldn’t show on phones earlier so we turned the router on and off at the plug and since then only a solid orange light

no connection

talk talk arranged an engineer in a week…. No good as need to work from home 

any help is required and appreciated 

[Karl-TalkTalk]

Hi @Carli1233 

I've sent you a PM with info about your router.

Regards,

Karl. 

[Karl-TalkTalk]

Hi

No tracking number as yet, this is still with the fulfilment team awaiting dispatch.  

I'll check a little later to see if a tracking number has been issued and get this to you when it is.

I would also advise you to cancel the engineer as you have proven it is router related.

Karl.

[Carli1233]

Hi Debbie 

ok thank you 

can you send me tracking for this? 
I have an engineeer apt for Thursday should I keep this? 
Thanks 

[Debbie-TalkTalk]

Hi @Carli1233 

Apologies for this.

I've ordered you a replacement router, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[Gliwmaeden2]

They'll be back on here early tomorrow morning, @Carli1233, so check back sooner in the day to see what they say about sending another router for testing. 

[Carli1233]

Hello. 
no unfortunately it is not working 

we tested a friends router with the line and it works fine so it’s defiantly our router not the line itself.

ive advsied TalkTalk of this but they are still insistent on sending an engineer. 
we just need the router replacement 

can you help? 
thanks 

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. I've run a test on the line now which is clear and the line is currently showing in sync and connected. Is your connection now working ok?

Thanks

Michelle

[Gliwmaeden2]

Complete your community forum profile details for Talktalk staff to identify your account, @Carli1233.

Go via your avatar; settings etc 

Forum staff will reply after the weekend. 

Chat is available on Sunday for support. Check the opening hours listed at the foot of this article:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529