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 

[Inese23]

The issue started yesterday morning when new router was connected. No, I never had this issue before.

[nambuso-TT]

In your original query you mentioned that the issue started this morning, so just to confirm before we proceed with anything have you noticed this issue before apart from this morning.

[Inese23]

 Do I really need an engineer's visit if my old router works but the new one doesn't?

[nambuso-TT]

Based on the checks we've completed, it appears that the issue may be within your home setup. Here’s a summary of what we’ve done:

• Run a line test today and no faults were detected
• Our systems have checked line data for the past 7 days and no issues were found
• You've confirmed your Broadband/Telephone equipment is connected to the main telephone socket and appears to be in good condition
• Ensured your router is current and up-to-date (if the issue impacts Broadband).

To assist further, we can provide additional guidance on checking your home setup.

Alternatively, if you'd prefer, we can arrange for an engineer to visit and ensure your setup is optimized for the best possible service. There is a fee of £75 for the engineer visit, but this will be waived if the engineer identifies a fault with Openreach or a fault with the router where a replacement is required (this does not include set up).

What would you like to do?

Book a TalkTalk Engineer

Get the in home check guide by email

Get the link for the in-home check guide

Resolve the issue myself

[nambuso-TT]

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]

Yes

[nambuso-TT]

For both correct?

[Inese23]

Ethernet is not connected 

[Inese23]

I confirm 

[nambuso-TT]

Can you also check that the Ethernet cable is NOT connected to the WAN (red) port on your router.

[nambuso-TT]

Alright, thanks. Please ensure the TalkTalk router is securely connected to the data (computer) port of the master telephone socket, with no microfilters in use.

[Inese23]

No

[nambuso-TT]

Does any of the equipment appear to be damaged?

[Inese23]

FTTC

[nambuso-TT]

I need to find out what type of master, or main, telephone socket you have so I can give the correct troubleshooting advice.

The master socket will be a white box on a wall, and is where the telephone line connects into your house from outside.

Please browse to https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432 - this page shows you images of the different socket types so you can identify which you have.

Can you confirm what type of master socket you have please?

[nambuso-TT]

As router checks haven't resolved the issue, the next step is to look at potential equipment damage and ensure it is connected correctly.

I'll guide you through the checks - ensuring any damage or setup issues that could have caused the disconnection from the Internet are identified and resolved.

If these steps don't resolve the issue then I'll look at other potential causes.

[nambuso-TT]

Thank  you for that:) now let's wait for the tests As a change has been made the router will need to reconnect - this can take up to 6 minutes. If it connects sooner then we'll be able to progress once we see it connect.

[Inese23]

Done

[nambuso-TT]

Please do it again as we are doing checks.

[Inese23]

I already did it