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]

Please reset your router via the 'Reset' pin hole on the back. To do this you'll need a pin, straightened paper clip or other tool that fits in the hole, which you'll need to hold in for 30 seconds.

[nambuso-TT]

A factory reset is required on your router which will restore the router to it's original settings, including the Wi-Fi Network name (SSID) and password.

If the password has been changed, please refer to the one on the stickers attached to your router to find the original password.

Once the No Internet connection issue is resolved, I can assist you in reconnecting to the network.

[Inese23]

No any changes been made 

[nambuso-TT]

Please confirm if you have you made changes with the WiFi Network name (SSID) or password ?

[nambuso-TT]

Thanks for that:)

A line test has not identified an issue outside your premises. As you've not made any changes before this issue started, the next step is to look at the router.

I'll guide you through the router checks - ensuring it's up to date and addressing any potential temporary issues that could have caused the disconnection from the Internet.

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

[Inese23]

No, nothing been changed. And just quick reminding - my very old router HG635 is working. 

[nambuso-TT]

Just to confirm Have there been any recent changes in your home that could have impacted your service?

For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home

[nambuso-TT]

Okay hanks for thta. An automated check is in progress to check if the router is able to connect to the Openreach street cabinet. This can take up to 3 minutes to complete. I'll let you know once it's finished.

[Inese23]

All done 

[nambuso-TT]

Yes unplug the modem from your set up, after doing that please connect your microfilter, ADSL cable and router to your Master socket.

[Inese23]

Do you mean remove the cable?

[nambuso-TT]

Please remove the modem from your set up. Please confirm once that has been done. Thanks

[Inese23]

It’s on

[nambuso-TT]

Okay thank you. Looking at the Openreach modem, is the powerlight on or off?

[Inese23]

Yes 

[nambuso-TT]

Thank you. you currently using an Openreach Modem in your setup?

This is a a white device with several lights, which may be connected to your master socket. Typically it will have an Openreach sticker on it

[Inese23]

Yes, it’s powered on but still blinking amber

[nambuso-TT]

Thank you very much for being patient with me. 

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?

[nambuso-TT]

No problem:)

[Inese23]

Okay, thanks