No internet but router light still on

[Kate020]

Hi, 

My internet stopped working at 23:05 last night and I reported it. A message said that they would update in 5 minutes but I have heard nothing. My router currently has a stable white light. I have tried restarting it, the router flashes orange for a few seconds then returns to a stable white light yet I still have no internet. What do I do and how can I get an update of my case?

[Michelle-TalkTalk]

Hi Kate,

I'm really glad to hear this and thanks for letting us know 🙂

Thanks

Michelle

[Kate020]

So far so good today. The internet hasn’t dropped at all today.

[Michelle-TalkTalk]

Morning Kate,

I'm sorry for the delay. Our engineers are still rolling out the fix. Can I just ask, when did you last experience this issue please?

Thanks

Michelle

[Kate020]

Also can I point out your updates are not helpful and it only gets someone’s hopes up that there is actually and resolution or request from a member of staff

[Kate020]

As I mentioned previously there isn’t anything there!

[Gliwmaeden2]

You can keep an eye on the updates in the Service Status Dashboard pages, where Broadband is highlighted:

https://community.talktalk.co.uk/t5/Service-Status-Dashboard/bd-p/service

Current notice:

 

[Kate020]

Hi, 

I just wondered if there were any updates. I notice from various social media sources that others in my village are reporting similar issues now?

Thank you

[Michelle-TalkTalk]

Morning,

Our team have now advised - Update 8:40PM  December 17th 2024 - Our team are in the process of applying a solution to all impacted Wi-Fi Hubs and aim to resolve this by tomorrow morning.

Thanks

Michelle

[Michelle-TalkTalk]

Hi Kate,

I'm sorry to hear this and thanks for trying the new router. Our Escalation Team are currently looking into the white light/no connection issue now and I will post as soon as I receive an update back. When was the last time this happened please?

Thanks

Michelle

[Gliwmaeden2]

Staff will follow up after the weekend, @Kate020.

[Kate020]

Hiya, 

I received my new router this morning and set it all up. Unfortunately my internet still keep dropping and the light still remains steady and white on the new hub.

[Karl-TalkTalk]

Hi

Test with the new router when this arrives, and just let us know here.

Thanks  

Karl. 

[Kate020]

Thank you

[Michelle-TalkTalk]

Hello,

A replacement router is on the way and should usually arrives within 48hrs. We'll check back in with you to see how you're getting on.

Thanks

Michelle

[Kate020]

Unfortunately I don’t have another router either.

[Michelle-TalkTalk]

Hi Kate,

Ok, do you have an alternative router that you could test with please? If not then we can send a replacement router for testing purposes to rule this out.

Thanks

Michelle

[Kate020]

I think I do. I have watched the YouTube video on your site but don’t have the ASDL cable needed to test it.

[Michelle-TalkTalk]

Hi Kate,

Thanks for the update. I've run a test on the line now which is clear, however I can see re-connections on the line. Does your main socket have a test socket please?

Thanks

Michelle

[Kate020]

I did this and it appeared to work. I went out for a few hours and came home at 9:30pm. Internet has been fine until 11:15 and then same as last night. I have tried turning router off again for 30 mins with no luck. Also no updates held in the incident I reported last night at all despite saying there would be after 5 minutes

[Chris-TalkTalk]

Hi Kate,

The router appears to be connected at the moment. Can you switch the router off and leave it off for at least 30 minutes, then switch back on and retest. Please let us know how you get on

Chris