No internet connection on router BUT spare router works fine

[jefftalk]

Hi

My router suddenly has no internet connection tho' wifi is fine.

I've tried all the usual things suggested (off/on, line tests etc).

I used the chatbot who arranged a line test which said it was fine.

Then nothing! No follow up.

I've tried an old TalkTalk router and that works fine.

Seems very likely that I need a router replacement as I told the chatbot.

So where to from here?

thanks

[Thabile-TT]

Are you currently at home, where the TalkTalk service is installed?

[Thabile-TT]

I noticed that upon reviewing your account, I sincerely apologise, this did not resolve the issue. We will investigate this matter further.

[jefftalk]

I went through customer support yesterday and apparently they ran a line test but I've not seen any result of that.

[Thabile-TT]

@jefftalk Could you kindly connect your most recent router. This will allow us to conduct the necessary checks on it so that we can see if the issue can be fixed or a new router will be needed.

[Thabile-TT]

Thank you for confirming this. We will need to conduct some diagnostic checks to ensure we identify the root cause of this issue.

[jefftalk]

Yes everything works fine with the old router, except it's WiFi range isn't as good.

[Thabile-TT]

Hi there @ferguson thanks for the support, @jefftalk Could you kindly confirm whether the internet connection was functioning properly when you tested the old router?

[ferguson]

You are best to reach out directly to customer services, see the link at the bottom of my post.