TT box not working

[tim summers001]

 Box reports it can't see broadband. I suspect one of the power line modems has failed. One shows power light and the network flashes. The other one does not show power or network lights. It does show a pairing light when the button is pressed however. I've tried complete modem,router and box power cycle. I've tried the internal reset to no avail. I also note the suspect modem is cold. The other is quite warm.

How do I get a replacement modem?

Thanks Tim

[Karl-TalkTalk]

Hi Tim

I'll get a set of adapters out to you and see if this helps.

Karl

[ferguson]

Can you test your set top box with a direct ethernet cable from the router, if only temporarily?

[tim summers001]

Hello,

I still cannot use my STB as its not receiving BB. Karl sent me a new router and I've had an engineer visit. The conclusion is that one of the power line adaptors has failed. How do I get a replacement?

thanks Tim

[Karl-TalkTalk]

Hi Tim

I am seeing a possible issue on the line.  I've a router on the way to you so that any hardware issue is rule out and if issues continue with the replacement, then we can proceed to an engineer visit for you.

Thanks  

Karl. 

[Skynet_TX]

Hi @tim summers001,

Just to check, are you just saying that one of your powerline adaptors has failed, these adaptors are not modems, so just wanted to double check, to make sure we can understand what bit of hardware has failed. The TalkTalk box that is connected to your phone socket is the modem (and is probably also the router as well, unless you have a separate router). Is your internet connection itself still working ok (i.e. the box that is connected to your phone line is working ok), can you still access the internet ok from devices that don't rely on the suspect powerline adaptor.