Solid Amber Light hours after installation

[Agnamara]

Had an engineer around yesterday to do the initial installation for the WiFi. 

Wouldn't connect and showed a solid amber light, he told me he'd have to come back tomorrow to check it again.

This morning he phoned and said it seems like the issue is with his tester and had to get a new one. 12 o'clock comes and I get an email saying my broadband is now live but I've not heard from the engineer, nor has he revisited the premises.

Fast forward to 4pm, I'm on customer support as the amber light is still showing. Get told to do the reset and full power off (20 minutes wait). Do both and still no improvement.

Chatted with support again and they said they've spoken to the Openreach engineer and everything should be up and running by midnight today.

It is only 10pm but I feel like they're just fobbing me off and something should have happened by now.

Is it worth me resetting the router again or should I just try contacting for someone to visit the premises?

[Chris-TalkTalk]

That's great news Agnamara, thanks for letting me know 🙂

Chris

[Agnamara]

Morning Chris,

Had a phone call from a case manager today stating that they amended my profile and the router/wifi is now working.

Appreciate the help 🙂

[Chris-TalkTalk]

OK thanks. I'll pass this over to our network team and ask them to take a look. I'll let you know when I receive an update or they may contact you directly

Chris

[Agnamara]

Morning Chris, hope you are well.

Still the same with the router not working unfortunately.

[Chris-TalkTalk]

Hi Agnamara,

Just to confirm, has anything changed since your last post?

Chris

[Agnamara]

Hi Chris,

Apologies about the delay. We had a new router sent over on the 16th and the same issue persists with the solid amber light.

I spoke to the customer support team a total of four times yesterday - each time being asked to power off / reset for each one. I did mention on the last call that I'm refusing to try this again, so we finally managed to get an engineer booked who came over today.

The engineer confirmed that the original engineer put us onto PPP line (something to do with businesses) rather than a DHCP line (Residential line that TalkTalk uses). He said that the tech team at TalkTalk will need to amend the line so that we're on DHCP - he called them directly and asked for it to be actioned and gave us an expected time of 10:30am today.

He did do a test and confirmed that our landline does not work. I told him that as long as it doesn't affect our broadband then it wouldn't matter as we solely use mobiles. 

I gave the customer support team a ring at 11:40 and explained the situation after receiving a text stating that my issue has been resolved. They asked me to do the power off (20 minutes) and reset again which I have done but the lights are still amber. I tried explaining the PPP / DHCP line situation but it didn't seem like the advisor knew how to check that it's been set up correctly.

Do you possibly have any insight for this?

[Chris-TalkTalk]

You will have a landline service too, are you able to borrow a telephone to test the line? Do you just have one telephone socket in your home or do you have one or more extension sockets too?

Chris

[Agnamara]

Thank you for confirming that we don't need an additional modem. We are on a broadband only package so we don't have a telephone to test the dial tone. 

[Chris-TalkTalk]

It could be a fault with the router as order is complete and line test is passing. Is your telephone service working OK, is there a dial tone? (no you don't need an additional modem)

Chris

[Agnamara]

Hi Chris, hope you are well. Had an update this morning:

Spoke to the live chat again today. They asked me to do another reset and power off which I completed and the light is still solid amber. They ran a test and they said it's an issue with the router itself and a new one needs to be delivered. It's a brand new router that I only received on the 11th - the power turns on, the lights work and it's definitely attempting to connect. I don't understand how the router is the issue? 

I just went to check the router again and there's one cable that's connected to the Broadband slot - and nothing connected to the WAN. There's a random cable coming out of the floor that doesn't fit to anything so I'm presuming this is related to the previous wifi.

I've attached images of how the router had been set up by the engineer. 

We also only have the router, do we also need a modem?

[Chris-TalkTalk]

Hi Agnamara,

I'm sorry to hear that you're experiencing problems with your service. Just to confirm, is it still not working this morning?

Chris

[Agnamara]

Hiya @Gliwmaeden2 

Thank you for the heads up, I'll update my profile details now and will check for a staff reply in the morning.

Appreciate it!

[Gliwmaeden2]

Wait for staff to reach your thread during the day first, @Agnamara.

Make sure that you have completed your community forum profile details though. Staff need that to be done to identify your account. 

Go via your avatar; settings; Personal Information. SAVE CHANGES.