No internet connection - amber light flashing

[fparolin85]

Hello

It's been 4 days I don't have any internet connection and my router has amber light flashing.

Last time I was able to contact talk talk 3 days ago they said there were an outage in my area. But I don't think it would last that long.

[Debbie-TalkTalk]

Hi fparolin85

That's great, thanks for letting me know 🙂

Debbie

[fparolin85]

Hi Debbie

Yes, it was delivered today.

Many thanks 

[Debbie-TalkTalk]

Hi fparolin85

Have you received the returns bag?

[Debbie-TalkTalk]

Hi fparolin85

Thanks for your reply.

I've ordered a returns bag, please allow 24-48hrs for this to arrive.

Debbie

[fparolin85]

SAGEMCOM FAST 5364

[Anonymous]

Morning,

Can I just confirm, what is the make and model of the old router please?

Thanks

Michelle

[fparolin85]

Hello

It was said that I would need to return the old router using a return bag but that was not sent together with the replacement router, so what should I do?

Thanks 

[Debbie-TalkTalk]

Hi fparolin85

I'm glad to hear that the fault has been resolved.

I can see that Gliwmaeden2 has linked to our compensation policy.

Thanks

[Gliwmaeden2]

If there is a total loss of service, @fparolin85, once it is resolved it normally qualifies for automatic compensation. This then takes around a month to show up.

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

Your ordinary bill is not modified meanwhile. 

[fparolin85]

Yes, we received the new one and now the internet is back.

Now my question is will I be charged my normal bill, since for all these 10 days I couldn't use the service because of malfunction of the router?

[Anonymous]

Hi again,

Can I just confirm, have you been advised that a router has been sent? If not then we can order one for you.

Thanks

Michelle

[Anonymous]

Good morning,

Thanks for the update and we'll check back in with you in a few days to see how you're getting on.

Thanks

Michelle

[fparolin85]

Hi Michelle

The engineer came and found that the issue is the router and we should get a new one.

[Anonymous]

Morning,

The latest update is that the next step will be to arrange an engineer visit to the property. Have you been contacted by Openreach?

Thanks

Michelle

[Anonymous]

Good morning,

I'm sorry to hear this. I can see that a fault has been raised to Openreach. We'll check this again first thing in the morning for an additional update for you.

Thanks

Michelle

[Gliwmaeden2]

Try leaving it plugged in at the test socket, @fparolin85, if your master socket has one:

https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432

Then leave it switched ON unless staff say otherwise. 

They will be back on here during the day. 

[fparolin85]

Thanks Gliwmaeden2

Yes, I did switched off for more than 30min multiple times in different days and nothing. Also tried to reset, no luck either.

[Gliwmaeden2]

Have you tried switching off the router for a full 30 minutes - it may come back if some work was done in the background meanwhile, @fparolin85?

Make sure you have completed your community forum profile details for TT staff to identify your account when they reach your thread.  You need to go via your avatar/name; settings. Personal Information. 

SAVE CHANGES 

Let us know how you get on meanwhile.