Router flashing orange. Broadband stopped working.

[AshleyBas10]

Was all working fine till about 7PM yesterday. Unplugged and plugged back in, worked for another half hour or so, now nothing. 

[Karl-TalkTalk]

Hi

Thanks for letting us know.

Regards,

Karl. 

[AshleyBas10]

Yes. New router came and is working fine.

[Debbie-TalkTalk]

Hi Shas333

Thank you.

[Shas333]

Morning Debbie, have just posted it now thanks

[Debbie-TalkTalk]

Hi @Shas333

Please can you create a new topic on the Community, we can then take a look at this for you.

Thanks

Debbie

[Shas333]

If I could please also receive some help re this similar issue from the Support Team that would be great, many thanks

[Shas333]

I am experiencing the exact same issue with mine, the customer service has been terrible unfortunately on both the calls and the online chat. Wasted about a good 2 hours only for absolutely no resolution. Can any team members here help please?

[Debbie-TalkTalk]

Hi AshleyBas10

Have you received the replacement router?

Thanks

Debbie

[Debbie-TalkTalk]

Hi AshleyBas10

The replacement router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

[AshleyBas10]

Yes, please.

[Michelle-TalkTalk]

Hi,

Ok thanks for trying this. Would you like us to send a replacement router for testing purposes? We would also send a router returns bag so that one of the routers can be returned.

Thanks

[AshleyBas10]

Yes. NTE 5C. I have followed the steps to remove the front plate and connect directly. I see the same sequence of lights and then just orange blinking.

[Michelle-TalkTalk]

Hi,

Does your main socket look like the below?

Your guide to main phone sockets - TalkTalk Help & Support

Thanks

[AshleyBas10]

1. I don't actually have a phone so I don't know about the dial tone.
2. I cannot see something marked as a test socket, but I am not sure.
3. I do not have an alternate router.

[Michelle-TalkTalk]

Morning,

I've run a test on the line now which hasn't detected a fault, however I can see that router is not in sync. Do you have a dial tone? Does your main socket have a test socket? Do you have an alternative router that you can test with please?

Thanks

[AshleyBas10]

I've put it in customer.profile.phone_number, and left my personal number in customer.profile.alternative_number.

[Michelle-TalkTalk]

Hello,

Can you please update your community profile to include your:

• TalkTalk Telephone number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

[AshleyBas10]

Done.

[Michelle-TalkTalk]

Hello,

Can you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks