No internet

[Massey71]

I have no Internet and am unable to log into my account to action anything as it says dye to technical issues you can't log in. Im in Cambridge is anyone else experiencing this and any advice on solving it would be great as I work from home and am unable to access Teams.

[Massey71]

It is an Nte 5c, but only says BT, not Openreach.

[kanya-TT]

I need to find out what type of master, or main, telephone socket you have so I can give the correct troubleshooting advice.

The master socket will be a white box on a wall, and is where the telephone line connects into your house from outside.

Please browse to https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432 - this page shows you images of the different socket types so you can identify which you have.

Can you confirm what type of master socket you have please?

Kanya

[kanya-TT]

No worries, An automated check is in progress to check if the router is able to connect to the Openreach street cabinet. This can take up to 3 minutes to complete. I'll let you know once it's finished.

Kanya

[Massey71]

The wireless and broadband lights are flashing but nothing else.

[kanya-TT]

As a change has been made the router will need to reconnect - this can take up to 6 minutes. If it connects sooner then we'll be able to progress once we see it connect.

Kanya

[kanya-TT]

Grea, thank you @Massey71. 

Kanya

[Massey71]

Ok, I've done that

[kanya-TT]

Please reset your router via the 'Reset' pin hole on the back. To do this you'll need a pin, straightened paper clip or other tool that fits in the hole, which you'll need to hold in for 30 seconds.

Kanya

[kanya-TT]

A factory reset is required on your router which will restore the router to it's original settings, including the Wi-Fi Network name (SSID) and password.

If the password has been changed, please refer to the one on the stickers attached to your router to find the original password.

Once the No Internet connection issue is resolved, I can assist you in reconnecting to the network.

Kanya

[Massey71]

No

[kanya-TT]

Have you made changes with the WiFi Network name (SSID) or password ?

Kanya

[Massey71]

Ok

[kanya-TT]

A line test has not identified an issue outside your premises. As you've not made any changes before this issue started, the next step is to look at the router.

I'll guide you through the router checks - ensuring it's up to date and addressing any potential temporary issues that could have caused the disconnection from the Internet.

If these steps don't resolve the issue then I'll look at other potential causes.

Kanya

[Massey71]

No, nothing. 

[kanya-TT]

Have there been any recent changes in your home that could have impacted your service?

For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home?

Kanya

[Massey71]

I don't use the phone. So don't have a phone plugged in.

[kanya-TT]

Okay that's good. Are you able to make and receive telephone calls on your TalkTalk telephone line?

Kanyaj

[Massey71]

It is powered on and there is a green light.

[kanya-TT]

Please can you confirm that the router is currently powered on by checking the router power light?

If it is powered on then you should see a lit power light showing on your router.

Kanya

[Massey71]

No.