No broadband - Rotherham

[RussKC]

Hi, since midday yesterday our broadband router has been displaying a solid amber light and we have no internet access. Rebooting it just goes through the usual orange flashing, orange/white flashing the solid orange cycle. Been onto online support, run through every combination of troubleshooting. I’ve also swapped out the cable and micro filter and tried connecting directly to the test socket. Tried leaving it off a while. No result.

I’m convinced the problem is not within our house. I suggested to the tech person to check with OpenReach as there have been multiple other reports in our area. I felt like it fell on deaf ears.

The end result is we are without internet access and now waiting for an engineer on Saturday. Can anyone suggest anything please? I can’t quite believe we are being left without anything until at least the end of the week. Like anyone else we rely on internet access and this is totally unacceptable, to be put it mildly. Nobody is doing anything to help us between now and Saturday? Really? Shocking.

Thanks

Russ

[Debbie-TalkTalk]

Hi Russ

Thanks for confirming your details.

The engineer visit has been cancelled as requested.

Hope you feel better soon.

Debbie

[Debbie-TalkTalk]

Hi Russ

Private Message on its way 🙂

Thanks

Debbie

[RussKC]

Hi,

Thats fine 👍🏻

Thanks

Russ

[Debbie-TalkTalk]

Hi Russ

Thanks for keeping us updated 🙂

I can cancel the engineer visit, I would just need to confirm some security details with you by Private Message. Will this be ok?

[RussKC]

Hi Debbie

Thank you for your assistance.

The new router has arrived today and has resolved our issue. We now have a working broadband connection.

We are supposed to be having an engineer visit on Saturday 22nd January. Can you confirm when this has been cancelled please? We are now COVID+ so would be unable to allow access anyway.

kind regards

Russ

[Debbie-TalkTalk]

Hi Russ

The replacement router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[RussKC]

Thanks Karl.

I think it’s quite clear at this point that the router is at fault. Multiple factory resets have come to nothing.

Have also connected it directly to my PC by Ethernet and can’t ping it or “see” it in any way.

I don’t have another router to try.

Wouldn’t it be a good idea to send a replacement as a matter of urgency now please? Why this hasn’t already been done is beyond me and maybe could save a wasted engineer visit on Saturday?

Thanks

Russ

[Skynet_TX]

You could maybe also try a factory reset by holding in the reset button on the back for over 10 seconds. Very occasionally power surges or power cuts can corrupt the config in the router, making it then fail to connect to your service. However be aware that factory resetting it will lose any settings you may have ever changed in the router.

[Karl-TalkTalk]

 Hi

All line tests are clear and nothing stands out.

Do you have access to another router for testing or are you able to test your router on a friends broadband line etc.

Thanks  

Karl.

[RussKC]

Hi Skynet_TX

Thank you for your suggestion. I’ve tried dialling this morning and the numbers do match, so that’s one thing ruled out.

I appreciate your help. Why TalkTalk’s “support” don’t go through useful steps things like this is beyond me.

I bet they still haven’t made any checks at their end. Oh well won’t be long til Saturday…. 🙄🤬

Cheers

Russ

[Skynet_TX]

Hi @RussKC,

A solid amber light usually indicates that the physical connection is fine, but the router is not able to log into the TalkTalk network. If you have a landline phone it would be worth dialling 17070 and ensuring that the phone number that is read back is the correct one (i.e. the one shown in your 'My Account').

The staff here on the community may also be able to do some additional checks, they will hopefully be able to respond to this post tomorrow.