Issue with router

[Inese23]

Hi there,

I had very bad internet this morning so have to reboot my router. After that my network disappeared from all devices. I don’t know what happened but I’ve tried everything possible with no result. So after many hours of trying to fix it I decided to connect my very old router which I had since I joined TalkTalk and it works. So looks like my new router which I’ve got from September 2023 is broken. Not sure if I can get a new one? Thanks 

[nambuso-TT]

Okay thank you very much for confirming. 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 effect your service.

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

[Inese23]

But yes, there is no internet connection on my router 

[Inese23]

I’m using mobile internet on my phone 

[nambuso-TT]

Okay so that we can run relevant checks to your issue, you are unable to access the internet at all?

[Inese23]

Yes

[nambuso-TT]

Okay thanks for letting me know. Just to confirm will you or anyone who lived with you be able to contact emergency service while your services remain impacted?

[Inese23]

No, I don’t have anything like that 

[nambuso-TT]

Just to confirm, 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.

[Inese23]

all done

[nambuso-TT]

.

[nambuso-TT]

Just to confirm, 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.

[Inese23]

Blinking amber

[nambuso-TT]

Please confirm the status of the light in front of the router.

[Inese23]

Yes, that’s right 

[nambuso-TT]

Thank you very much for doing so and lease confirm if you are messaging us from home, where the TalkTalk services are installed. Thanks

[Inese23]

It’s all done now

[nambuso-TT]

No worries, please let me know once you are done.

[Inese23]

Hi, @nambuso-TT  Yes, of course, I'll do it right now.

[nambuso-TT]

Hi there @Inese23 In order for us to send another router we will need to know the cause of the issue, so I would suggest that you plug the router that is faulty so we can run diagnostics to determine the cause of the issue.

[Inese23]

Hi, yes, I did it as my last try after everything else before. I know what you mean but as I said the problem was different - my network wasn’t on list. It’s just disappeared. So I couldn’t connect to it. The amber light kept blinking and blinking. I never changed anything on the settings or password. All what I’ve done at the beginning was just switching off and then on. Hope it helps. Thank you.