Broad band down in ws7

[Tomcat13]

Any one else in ws7 with no broadband 

[Tomcat13]

No that’s fine thank you 

[amahle-TT]

So, it will take 2 - 3 working days for the router to be delivered. 
While I still have you on the platform, would there be anything else you would like for me to further assist you with apart from what we have discussed today?

[Tomcat13]

Ok thank you 

[amahle-TT]

I'll send you a new TalkTalk router and a returns bag. Replace your current router and accessories – such as the cables and the power supply – with the new ones and retest. If the new router doesn’t fix the issue, return it to avoid charges. If it does fix the issue, return your old router and accessories to avoid charges. The returns bag sent with the new router will allow you to return the equipment for free.

[Tomcat13]

I should be able to set it up thanks 

[amahle-TT]

When you receive the WiFi Hub - FAST5364 will you be able to set it up yourself, or with help from a family member or friend?

[Tomcat13]

Ok thank you will I get it tomorrow 

[amahle-TT]

It seems like fault was being caused by the router so we will order a new one for you. 

Once you receive the new router, you should ensure you send the old one back using the returns bag provided with the replacement. If the old router is not returned, you may be charged for it.

[amahle-TT]

Thank you for confirming, we will run further checks on our end and if the checks prompt an engineer, we will book one but right now were checking where the issue is and what might be the solution, thanks.

[Tomcat13]

I’ve done the power down. And it’s back to a solid orange light and no service. Nothing is working. Will you send an engineer to look at it. 

[amahle-TT]

We need to complete a power-down for at least 20 minutes, so that your Internet fully disconnects and refreshes. Once this is completed, you'll need to restart your router so a new connection will be made.

The disconnection process can take a full 20 minutes. Reconnecting your router before this can interrupt the process, which means it would have to be done again.

After 20 minutes press the power button again and contact us if you are still experiencing issues with your Broadband service.

We expect this to resolve your issue, however if you do find you are still experiencing issues you can contact us again and we'll be able to continue from this point, providing you get back to us within 2 days

[Tomcat13]

Nothing is connected to the red port

[amahle-TT]

Our system is now checking whether your router is logging in to our network. This can take up to 1.5 minutes.

Please confirm, do you currently have an Ethernet cable connected to the WAN (red) port on the back of your WiFi Hub?

[amahle-TT]

As a change has been made the router will need to reconnect - this can take up to 6 minutes. If it connects sooner then we'll be able to progress once we see it connect.

[amahle-TT]

Thank you for confirming, we will run further checks.

[Tomcat13]

I did the factory reset again and it’s back to solid orange again now and no service. Maybe I need a new router 

[Tomcat13]

I’ve done the factory reset again it’s flashing orange now. 

[amahle-TT]

I need you to do it again as we are running checks on our end, thanks. 

[Tomcat13]

I’ve done the factory reset by pressing the button in the pinhole for 30sec. It flashed orange then orange and white. And now it’s back to solid orange and no service. I did all this on Monday and it didn’t work then either. 

[amahle-TT]

Please do reset it again, thanks.