Solid white light on router but no internet despite connection

[Chris1C]

Hi,

I’ve had no internet all day today. My router is showing a solid white light and my desktop is showing the wifi as “Connected, no internet”. I don’t have any internet either through wifi or through the wired connection through my Ethernet cable. Have spoken to TalkTalk who said it was a faulty broadband cable and they would send me a replacement but managed to source a replacement myself and still found the same issue. Have done almost all troubleshooting I can think of but I’m at a loss.

My router is the Sagemcom-FAST5364, if this is any help. Thanks in advance, could really do with some help on this one.

[Chris-TalkTalk]

Hi richlink83,

If you still need assistance can you please start your own thread as fr8ys has requested, and we'll be happy to help

Chris

[fr8ys]

Hi @richlink83 
Please start your own thread as each case is considered unique and it is easier for support to be given to one person per thread and also less confusing.
To start your thread click the Browse button, then Help With Your Service and select the appropriate category. You will then see a Blue Button "Start A Topic"
Please also note that you should only post back on that thread and not start another on the same topic as multiple posts cause delay to you and others seeking help.
Thank you

[richlink83]

What on earth is the solution to this?

[Chris-TalkTalk]

Hi Chris,

That's great news, thanks for letting us know 🙂

Chris

[Chris1C]

Hi, just an update on this one, got the new router last night and so far, so good. Got full connection via Wi-Fi and Ethernet so looks like it was the old router that was faulty. Appreciate the help and the swift response on this, thank you!

[fr8ys]

No, that's something different. It was just a thought.

Hope the new router works when you receive it.

[Chris1C]

Just checked and there is a WPS button on it (not sure if that’s the same thing you’ve mentioned) but the router hadn’t been touched at all between when it was working and when the internet dropped so can’t think it would have been that

[fr8ys]

Just a thought, but I seem to recall some routers used to have a physical WiFi button. Does yours, and has it been turned off by accident?

[Chris-TalkTalk]

No problem, thanks 🙂

Chris

[Chris1C]

That’s fantastic, thanks very much! Will let you know how it goes once it’s here.

[Chris-TalkTalk]

OK, I've ordered the router, it should be with you within a couple of days

Chris

[Chris1C]

I don’t have another one so I would really appreciate that if you could

[Chris-TalkTalk]

OK thanks. Do you have another router that you can test with? If not then I can arrange to send one

Chris

[Chris1C]

It was just connected to the main socket but I opened up the panel and tried the test socket to see if that made any difference but just gave me the exact same result

[Chris-TalkTalk]

OK thanks, it's strange that the light is white but you have no internet connection. Is your router currently connected to your test socket - Your guide to main phone sockets - TalkTalk Help & Support

Chris

[Chris1C]

Yeah still a solid white light, all my devices will “connect” to the Wi-Fi the way they normally would but with no internet access.

[Chris-TalkTalk]

OK thanks, and you still have a solid white light on the router?

Chris

[Chris1C]

Hi, thanks for the response and yeah still the same, no internet connection since Thursday now. Unfortunately, I don’t have a landline phone to be able to check that, sorry.

[Chris-TalkTalk]

Hi Chris,

How are you getting on, do you still have no internet connection. Are you having any problems with your telephone service, is there a dial tone? Any noise on the line?

Chris

[fr8ys]

Ok, thanks for confirming.

Staff work normal office hours, weekdays so it will be Monday or Tuesday before you get a response.

Sounds more like a router issue rather than cable to me, but I may be wrong.