Solid orange light on router

[Kirstyc123]

On Saturday morning my Internet stopped working, having a solid orange light on the router, it cane back on in the afternoon but has just done the same thing again, solid orange light. Annoyingly I am working from home and need to do my job - I've tried running a line test on my account and all I'm getting is "Checking for updates on any previously reported problems" and not getting it past this screen then it logs me out no matter how long its left. Can someone please help! 

[Debbie-TalkTalk]

Hi Kirstyc123

Do you still need help with this?

Thanks

[Debbie-TalkTalk]

Hi Kirstyc123

Thanks for testing this.

If you connect just the phone at the test socket (without the router) is the no dialtone fault still present?

Do you have a another microfilter that you can test with?

The next step following this will be an engineer visit to the property.

Thanks

[Kirstyc123]

Still not getting any connection or dial tone when trying this. 

[Debbie-TalkTalk]

Hi Kirstyc123

On the help page linked in Michelle's last post there is further information on test socket testing.

Thanks

[Kirstyc123]

Sorry I don't understand how to do this? 

[Debbie-TalkTalk]

Hi Kirstyc123

Thanks for your reply.

This master socket should have a test socket underneath the face plate. If you gently press the 2 clips on either side of the socket then the lower section of the faceplate should come away to reveal the test socket.

Please can you connect the phone, router and filter at the test socket?

[Kirstyc123]

I have the NTE 5C MK 4 

[Michelle-TalkTalk]

Hi,

Which socket do you have below please?

Your guide to main phone sockets - TalkTalk Help & Support

Thanks

[Kirstyc123]

No dial tone and no idea what a test socket is? 

[Michelle-TalkTalk]

Hi,

Thank you. I've run a test on the line now which hasn't detected a fault, however I can see re-connections on the line. Is the voice service also affected? Do you have a dial tone? Do the main socket also have a test socket please?

Thanks

[Kirstyc123]

I've updated this. 

[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