No Internet Since Sunday 8th December. Help Please.

[AnDaMi]

Hello

My internet has been out since Sunday 8th December
Flashing Amber Light on Router
three or four green lights on the small box on the wall
Have tried turning off/ on
Have tried resetting
Have tried phoning but not managed to speak to a person.
Can i get some assistance please?

[Chris-TalkTalk]

Thanks. Could you switch the ONT and router off and leave them off for at least 30 minutes, then switch back on and retest. Please let us know how you get on

Chris

[AnDaMi]

..neither router will boot any further than the flashing Amber lights....

[AnDaMi]

Hello Chris

All 4 lights are green on the ONT

I have tried my old router ( which was working) and also tried the brand-new out-of-the-box router I was sent.

thank you

[Chris-TalkTalk]

Hi AnDaMi,

Which lights are currently on, on the ONT?

Chris

[Gliwmaeden2]

Staff will be back on here during the day. They are on here Monday to Friday, so look out for their reply tomorrow, as there won't be support on here over the weekend. 

I'll re-escalate this thread for their attention, @AnDaMi.

[AnDaMi]

Hello.
So, Like I said I have had no internet for several days now. The same flashing Amber Light. Will not reset.
I was previously  told I cannot upgrade to Fibre because of the house has copper wire.

This latest outage is very, very inconvenient.

I am going to have to get a different provider if this can't be fixed. It has been two months since I had the last fault - when  i had no internet for a week.

Please can you advise?

[AnDaMi]

Hello

Again I have not had any internet for 3 days. I tried using the new router and that doesn't work either.
I have turned it / off and on
I have reset and waited 15 mins


I cannot work from home ..

Can you fix this at all?

Thank you

A

[Michelle-TalkTalk]

Morning,

I can see that my colleague Chris sent the replacement router in relation to a fault. If you log into your My Account does it show any information regarding a full fibre upgrade?

Thanks

Michelle

[AnDaMi]

Hi - so I got an email saying my service has been upgraded to full fibre and I'll be sent a router.
So now I am a bit confused - was my internet off because it was being upgraded? and is this router the one you sent me to test or one I have been emailed to say I need for full fiber? I didn't ask for an upgrade...  just  a bit confused 🙂

[Michelle-TalkTalk]

Great, thank you 🙂 I'll check back in with you on Wednesday just to make sure that everything is still ok.

Michelle

[AnDaMi]

Hi Michelle. Yes, of course.
Many thanks A

[Michelle-TalkTalk]

Good afternoon,

Thanks for the update. Would it be ok to keep hold of the replacement router just for a few days to see how the connection compares and to ensure that this is fully resolved?

Michelle

[AnDaMi]

Hello

The router hasn't been delivered yet; but I got an e-mail to say it was on it's way.
However - my internet has gone on-line again, almost at the exact time it went off a week ago - so shall I simply return the router you have kindly sent? - i won't even have to unbox it.

I don't know why it came back; I didn't even reset it...

Many thanks

A

[Michelle-TalkTalk]

Morning,

Just checking back in to see if the replacement router has arrived yet?

Thanks

Michelle

[Michelle-TalkTalk]

Good afternoon,

We'll check back in with you first thing next week to see how you're getting on.

Thanks

Michelle

[AnDaMi]

Thank you.

[Chris-TalkTalk]

Hi AnDaMi,

I'll order a replacement router to test with. It should be with you within a couple of working days

Chris   

[AnDaMi]

Hello

It's still not working. Tried restting several more times.
It's been nearly a week now; I can't work from home, nor do much else at home...

If it is the router, do you send me a replacement?

many thanks

A

[AnDaMi]

Hello

I tried that and it is still not working and the router is flashing Amber.

thanks A

[Michelle-TalkTalk]

Hi,

How are you getting on?

Thanks

Michelle