Solid white light on the router but no internet connection

[bmlr95]

Moved house and had our connection set up on Monday (7/11/22) - since then the internet has been patchy but mostly functional. 

But since last night we’ve had nothing at all, despite a constant white light on the router. Tried restarting and resetting everything, but no luck.

I’ve tried calling and troubleshooting, and got nowhere. TalkTalk have run countless “line tests” and found a fault, but no updates over the last few days. 

Fault ref number if helpful - REP-12084898

[Karl-TalkTalk]

Hi

You do not need to swap the routers if all is well, but it's entirely up to you if you want to send back the old or new one. Speeds will differ at your new address as each home will have a different speed rating based on the distance from the exchange and the product used.

I am glad to hear that the connection has however been more stable for you.

Regards,

Karl. 

[bmlr95]

Thanks so much for all your help - we’ve managed to both be online this past week, and the connection is a lot more stable.

We didn’t swap routers in the end - is it worth still trying this / do we need to return the new one? 

It’s certainly slower than what we’re used to, but when we moved we had to downgrade from Fibre due to it apparently not being available at our new address, so this is likely the issue? 

[Karl-TalkTalk]

Hi

I've checked the courier, delivery was attempted on the 12th but failed, currently at the local depot awaiting re-delivery.  

i'll drop you a PM with the Yodel tracking Number.

Karl.

[bmlr95]

Hi - thanks for checking, still no change unfortunately. 

We’re still waiting on the new router for testing, but no sign. Is there a way to track it? 

[Michelle-TalkTalk]

Morning,

Just checking in to see how you're getting on?

Thanks

[Debbie-TalkTalk]

Hi bmlr95

Please can you send me a Private Message with the serial number from the back of the new router?

[bmlr95]

Yes, works and is stable if it’s just me. When she connects too, it kills the connection. We tried to vice versa again - me turning off my WiFi, her connecting alone - and she got a connection, but a very slow one. 

Not sure if it makes any difference but mine is Apple, her’s is Windows. 

[Debbie-TalkTalk]

Hi

Ok, if you only connect your laptop is the connection/speed ok? (Until the 2nd laptop is connected)

[bmlr95]

Sorry Debbie, we don’t have a way to connect her laptop with a wired connection - it doesn’t have an Ethernet port. 

We reset the IP configuration on her laptop and we can now both get a connection, but it’s so slow it’s often not loading sites at all. 

[Debbie-TalkTalk]

Hi bmlr95

So just to confirm, if you connect your partners laptop wired is the connection ok?

[bmlr95]

Hi both - just as an update, we had consistent internet connection yesterday still using the old router. 

The only difference was that my partner was in the office all day. Now she’s home again, it’s not working. We ran a few tests - if she turns her Wi-Fi off on her laptop, I can get a connection on mine. But it doesn’t seem to work vice versa. 

Unusual, I know! Any ideas? 

[Debbie-TalkTalk]

Hi bmlr95

Thank you 🙂

[bmlr95]

Thanks so much Debbie and Chris for your help - will keep this thread updated, fingers crossed! 🤞

[Debbie-TalkTalk]

Hi bmlr95

Thanks for the Private Message 🙂

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

Let us know how the connection compares with this router.

Debbie

[Debbie-TalkTalk]

Hi bmlr95

Please can you send me a Private Message to confirm the name on the account, I can then send the router.

Thanks

[bmlr95]

Thanks Debbie, that would be great.

As an update - our internet kicked back in again yesterday evening, and has been consistent-ish since, with a few dips.

[Debbie-TalkTalk]

Hi bmlr95

I can send a replacement router to the address linked to the telephone number in your Community Profile, will this be ok?

Thanks

[bmlr95]

Sorry, this is the only one we have. What’s the best way to send one? 

[Chris-TalkTalk]

Do you have another router that you can test with? If not then we can arrange to send one

Chris

[bmlr95]

Correct. We don’t have any wired devices, but several connected to the Wi-Fi (TV, two smartphones, two laptops) - all of them connect to the router, but aren’t getting any internet.