Broadband help

Jo-Jo-Jo · ‎07-02-2026

I have spent over 10 hours on to 'technical support' chat. I was told that even though I was using it up to the power outage and the line and master socket show as working i may have a fault with my internal cabling. I've since replaced all internal cables from the master socket to the router and bought a new microfilter. I still have the same amber flashing light. I even had an amber flashing light when it was disconnected from any cable for 24 hours.

They refuse to run another line test and will not look at my usage to confirm I'm not able to connect. They insist I have to have an engineer out to check my line and cables but I'm not able to have anyone out for over 2 weeks due to work. This means I'll be without broadband for almost 3 weeks. If they just sent a replacement router I would be back online in a couple of days

Mandisa-TT · ‎09-02-2026

That’s great to hear — I’m really glad you managed to get it sorted! 😊

The equipment was ordered yesterday.

If you need any help getting it set up or notice anything else along the way, just let us know.

Jo-Jo-Jo · ‎09-02-2026

Thank you but I finally managed to sort it out yesterday so I should have a new router by the end of the week

Mandisa-TT · ‎09-02-2026

Hi @Jo-Jo-Jo I will look into your account and check this for you.

ferguson · ‎07-02-2026

If you have raised a complaint and/or contacted the CEO's office then you will need to await a response there, the support team will have to sit back from interfering with that process.

From the 29th of March our TalkTalk Community will move to peer-to-peer support and the TalkTalk team will no longer be here to support with queries. Don’t worry we still have plenty of ways to reach out if you need to speak to TalkTalk directly. For more details check out the link here: How to contact TalkTalk Broadband - Help & Support.

Jo-Jo-Jo · ‎07-02-2026

The test socket was tested on Thursday while I was online to support. I no longer have a router that is safe to connect as it is now a fire risk

ferguson · ‎07-02-2026

OK, good luck.

From the 29th of March our TalkTalk Community will move to peer-to-peer support and the TalkTalk team will no longer be here to support with queries. Don’t worry we still have plenty of ways to reach out if you need to speak to TalkTalk directly. For more details check out the link here: How to contact TalkTalk Broadband - Help & Support.

Jo-Jo-Jo · ‎07-02-2026

I've raised a complaint ( even that took 2 days due to system outages) and will be emailing all the details directly to the CEO

ferguson · ‎07-02-2026

Can you try at the test socket, please? Subject to that, make sure that your personal details including TalkTalk phone number or account number are complete on your community profile (click here) so that support team can link your forum identity with your account and then wait for them to respond when they are back online from Monday.

From the 29th of March our TalkTalk Community will move to peer-to-peer support and the TalkTalk team will no longer be here to support with queries. Don’t worry we still have plenty of ways to reach out if you need to speak to TalkTalk directly. For more details check out the link here: How to contact TalkTalk Broadband - Help & Support.

Jo-Jo-Jo · ‎07-02-2026

I had already gone through all these checks before contacting support but had to go through them again while they were online. I worked in technical support for 10 years

Jo-Jo-Jo · ‎07-02-2026

Yes that was all done on thursday

Jo-Jo-Jo · ‎07-02-2026

My broadband was working right up to the power outage which was local. The router even carried on flashing amber when it was disconnected from the line for 24 hours. Its now dead

ferguson · ‎07-02-2026

OK, so have you tried removing the faceplate and connecting via microfilter at the test socket?

From the 29th of March our TalkTalk Community will move to peer-to-peer support and the TalkTalk team will no longer be here to support with queries. Don’t worry we still have plenty of ways to reach out if you need to speak to TalkTalk directly. For more details check out the link here: How to contact TalkTalk Broadband - Help & Support.

Jo-Jo-Jo · ‎07-02-2026

Master socket 5C

ferguson · ‎07-02-2026

OK, what type of master socket do you have from the examples on the help article I posted earlier?

From the 29th of March our TalkTalk Community will move to peer-to-peer support and the TalkTalk team will no longer be here to support with queries. Don’t worry we still have plenty of ways to reach out if you need to speak to TalkTalk directly. For more details check out the link here: How to contact TalkTalk Broadband - Help & Support.

Jo-Jo-Jo · ‎07-02-2026

I spent hours online going through all the checks. My line tested fine the router wouldn't connect to the main or backup lines. I'm on copper lines and it's the black hub. It just starting making a crackling noise so I've had to unplug it

ferguson · ‎07-02-2026

Which make/model of router do you have? Are there any issues with your phone service e.g. noise on the line? Have you tried connecting at the test socket?

https://help-centre.talktalk.co.uk/Broadband/Manage_my_network_and_devices/Your_guide_to_main_phone_...

From the 29th of March our TalkTalk Community will move to peer-to-peer support and the TalkTalk team will no longer be here to support with queries. Don’t worry we still have plenty of ways to reach out if you need to speak to TalkTalk directly. For more details check out the link here: How to contact TalkTalk Broadband - Help & Support.

Jo-Jo-Jo · ‎07-02-2026

I was even told by one agent that it was a known issue with these routers

Broadband help

Router unable to connect since a power outage several days ago