No internet connection - router login show communication error with the gateway

[kenny0213]

No internet connection since yesterday. Try to login router showing communication error with the gateway. Restart the router several times not working. Factory reset not working. Please help!

[Michelle-TalkTalk]

Morning,

I'm sorry for the delay. Can I just confirm, how is your connection since your last post?

Thanks

[kenny0213]

I got a sms saying a engineer will visit. But after replaced the router, the problem is fixed.

[Michelle-TalkTalk]

Morning,

Thanks for confirming, I'm glad to hear this 🙂 I'm just sending you a short survey via a PM.

Thanks

[kenny0213]

After using the new router, I can connect to the internet now, thank you.

[Debbie-TalkTalk]

Hi kenny0213

Thank you 🙂

Debbie

[kenny0213]

Hi @Debbie-TalkTalk,

Will let you know the result after I got the router, thanks.

[Debbie-TalkTalk]

Hi kenny0213

Thanks for your reply.

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

Please let us know how you get on.

Thanks

Debbie

[kenny0213]

Hi @Michelle-TalkTalk,

Yes please, thank you.

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. I've run a test on the line which hasn't detected a fault. Would you like us to send a replacement router for testing purposes to rule this out? We would also send a router returns bag so that one of the routers can be returned.

Thanks

[kenny0213]

Hi @Skynet_TX,

Thank you for your reply. Same error after factory reset and still no internet connection.  

[Skynet_TX]

Hi @kenny0213,

If you are still getting the communication error trying to get to the router login screen after you have done a factory reset (ensure you hold the reset switch in for over 10 seconds to do the factory reset), then this may indicate the router has developed a fault. The support team here should be able to pick this up tomorrow to help further. If they did think the router has failed they would be able to arrange a replacement for you.