on 17-01-2022 02:54 PM
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.
on 20-01-2022 01:16 PM
on 20-01-2022 01:01 PM
on 20-01-2022 12:57 PM
on 20-01-2022 12:53 PM
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.
on 19-01-2022 07:42 AM
on 18-01-2022 02:57 PM
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?
on 18-01-2022 02:39 PM
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.
on 18-01-2022 02:06 PM
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.
Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.
WEAR A MASK - WASH YOUR HANDS - SOCIAL DISTANCE
on 18-01-2022 07:46 AM
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…. 🙄🤬
on 17-01-2022 07:45 PM
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.