No broadband for 5 days now

[Planetsmurf]

I am a 71 year old pensioner who relies on a good broadband connection as I live alone and suffer from depression. For five days now I’ve had the light on the router alternate between amber and green. I’ve tried resetting numerous times. When doing a line test it always says there’s a fault and TT are trying to fix the problem.

My one year contract came to an end recently and during that year I had excellent service. I was offered the same service (full fibre?) again at £5 extra a month or for the same price just fibre(?). As I have to watch my pennies, I opted for the second option. I wish I hadn’t now. I’d gladly pay the extra £5 to get my old broadband back 😢. 

Please, please can someone help me?

[Debbie-TalkTalk]

Hi Planetsmurf

Apologies the only cables that need to be at router is the cable on WAN which comes from ONT, and the power cable. You don't need to use the BB port.

[Planetsmurf]

The grey cable is in the port marked Broadband. Where is the BB port then? Can you PLEASE send an engineer to sort it all out. It’s costing me a lot in Wi-Fi fees right now for a frustrating intermittent service.

[Debbie-TalkTalk]

Hi Planetsmurf

Ok you need to remove the grey cable (shown in the photo) This cable should connect to the BB port.

[Debbie-TalkTalk]

Hi Planetsmurf

Thank you. I will post back shortly.

[Planetsmurf]

Here as requested photo of back of router.

[Debbie-TalkTalk]

Hi Planetsmurf

Could you also post a photo on this thread of the back of your TT router pls?

[Debbie-TalkTalk]

Hi Planetsmurf

Thanks for confirming, I'm looking into this further and I will post back shortly.

[Planetsmurf]

Yes the green power light is on at the extreme left. No other lights.

[Chris-TalkTalk]

OK thanks, is that the power light (far left)? And the other 3 lights are off?

Chris

[Planetsmurf]

One light, green.

[Chris-TalkTalk]

Hi Planetsmurf,

Could you tell me which lights are on, on the ONT (the box on the wall)

Chris

[Planetsmurf]

Yes.

[Debbie-TalkTalk]

Hi Planetsmurf

I'm really sorry to hear this.

Is the new router connected at the test socket? Did you use the new cables and microfilter?

[Gliwmaeden2]

Staff will follow up after the weekend, @Planetsmurf.

[Planetsmurf]

The new router arrived. Set up with new cables. Constant amber light on but still no Wi-Fi.

[Chris-TalkTalk]

OK thanks 🙂

[Planetsmurf]

Thanks. Will do.

[Debbie-TalkTalk]

Hi Planetsmurf

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

Please let us know how you get on.

Thanks

Debbie

[Planetsmurf]

Can you send me another router please?

[Planetsmurf]

I have no dial tone but I can dial out. I don’t have an alternative router.