Sudden no internet access. (Router only flashing orange)

[PE___]

My WiFi was working fine this morning, but after having to restart my computer I suddenly had ‘no internet access’ despite still being able to access the internet on other already connected devices.

I restarted my router in an attempt to rectify the issue but since then (the last two hours) the router has been unable to offer a connection, instead just flashing orange constantly. The light will occasionally go off then go hollow orange for a second before restarting the process. I’ve tried restarting the router and using the reset button multiple times but have had no luck.

I only just had this router sent out to me 2 months ago so I doubt it’s a router issue, but I ran a line check on your website and it says there were no faults found. 

[nambuso-TT]

Nope please send me a private message with your mobile number to protect your personal details:) Thanks

[PE___]

Should I add it to my profile? And when will I know what engineer slots are available? 

[nambuso-TT]

Okay, no worries😇.

Do you have a mobile number you can provide us so we can contact you if needed?

[PE___]

Yes, that’s fine.

[nambuso-TT]

I will be able to book the engineer for you on my end and if you agree for me to proceed with the engineer booking I will check the available time slots for the engineer visit. Shall I proceed?

[PE___]

How do I go about booking an engineer and how soon would they be available? 

[nambuso-TT]

Based on the checks we've completed, it appears that the issue may be within your home setup. Here’s a summary of what we’ve done:

• Run a line test today and no faults were detected
• Our systems have checked line data for the past 7 days and no issues were found
• You've confirmed your Broadband/Telephone equipment is connected to the main telephone socket and appears to be in good condition
• Ensured your router is current and up-to-date (if the issue impacts Broadband).

To assist further, we can provide additional guidance on checking your home setup.

Alternatively, if you'd prefer, we can arrange for an engineer to visit and ensure your setup is optimized for the best possible service. There is a fee of £75 for the engineer visit, but this will be waived if the engineer identifies a fault with Openreach or a fault with the router where a replacement is required (this does not include set up).

What would you like to do?

-Book a TalkTalk Engineer

-Get the in home check guide by email

-Get the link for the in-home check guide 

-Resolve the issue myself

[PE___]

No problem. While you do that, I must add that I’ve been having connection problems for awhile. My internet speeds were very slow, and my connection was constantly dropping/my old router was restarting itself for a prolonged period, which led me to getting a new one 2 months ago. Connection would get inconsistent during rain or extreme heat (which we may be experiencing now?) but it never completed dropped connection like this. That led me to believe it may a wiring problem outside the property (maybe they’re exposed?) or to wherever they lead which I have no idea. 

[nambuso-TT]

Okay thank you very much for letting me know, I need to run a Metascript test on your line and I will advise shortly:)

[PE___]

I have noticed it before, yes. So I would say it’s normal. But I honestly barely, if ever, use the landline so I couldn’t be 100% sure.

[nambuso-TT]

It is normal however there is a crackling sound on the phone as you mentioned above (I just want to make sure that I take note of this)

[PE___]

Yes, I would say it seems pretty normal.

[nambuso-TT]

So you would say it's normal?

[PE___]

It sounds normal, if not a tiny bit crackly. (That may be because it’s a very old phone)

[nambuso-TT]

Okay thanks. A dial tone is the signal you hear on a landline telephone before dialing a phone number. It indicates that the phone is connected and operational, ready for you to make a call:

Normal

Intermittent

Silent

[PE___]

My landline is plugged into my master socket right now, yes.

[nambuso-TT]

Okay thank you for letting me know. Do you currently have a telephone or handset connected to your landline service?

[PE___]

Okay, they’re both plugged in, although I didn’t connect my phone into to the microfilter/test socket as it isn’t a must use. Sorry. It does work fine connected to the master socket though.

[nambuso-TT]

Yes 🙂 I'll now need you to reconnect your phone and router to your master socket. Please confirm once done.

[PE___]

That’s done, should I plug the broadband cable back in too?