Devices connected to wifi but no internet connection from the router

[Dot31]

Hi, 

Since I’ve joined you last year in December I’ve got only problems. For the past 2 months I hoped that I will not need to contact you again and things will get back to normal. 3 complaints logged since December. 3 openreach visits in the past and I already have a new modem ( white openreach one). For the past 2 weeks my phones and tablets are showing as connected to wifi but is no internet coming to them from the router. I did reset the modem and the router plenty of times but it didn’t solve the problem . I’m monitoring as well my network to see if is congestedIS NOT. I’ve changed the channels as well in the hope that I will not have to reconnect each time I don’t have internet to my devices. 

 Network quality is alright, No faults on the line neither. I don’t have issues with speed dropping like I had in the past. 

Looks like your router broke down like my previous modem. Can someone help me with a replacement? 

[kanya-TT]

Hello @Dot31. We sincerely apologize for the issues you're experiencing with your internet. I've contacted Openreach, and they have scheduled a repair for this fault within the next 48 hours, as it typically takes them 72 hours to resolve issues originating from the exchange. Given the nature of the problem, we expect an engineer to be dispatched today. If not, Openreach has informed us to follow up on 07/07/2025.

Kanya

[Dot31]

Internet is down completely 😤😤😤😤😤

[kanya-TT]

Hello, @Dot31. I am sorry that you have this issue, and I am glad also an engineer was booked. Please give me a minute or two to look for an update for you. 

Kanya

[Dot31]

Good morning, 

Since last night the internet is dropping non stop. I run a line test on your website and you’ve picked up an issue between the exchange and my socket. Open Reach has been booked. Last night it kept showing connected to the internet but no connection at all. 
Please see the pictures

This morning between 7:30-8:30 I didn’t have internet at all. Orange light blinking non stop on the router. I did a reset on both router and the modem with no result. 
I didn’t see an openreach van after 8 at the green box today . Can you please track if they were at my address this morning and that’s why I didn’t have internet? If not I want this resolved please. My wife works from home as well and she needs to reconnect the wifi. I’m in the office today. 

[nambuso-TT]

Good Morning @Dot31. Thank you very much for letting us know. Should you require further assistance, please do not hesitate to contact us. Thank you very much for contacting TalkTalk. Have yourself a lovely day.

Goodbye!👋

[Dot31]

Hi, 

I got the new router today. I had to change the channels as I got max 80mbs for download. All good now. Hope the new router will sort the issue. I’m in the office this week and I will give it 1-2 weeks to see how it goes. Hopefully I’ll not need to reply again here 🤭😋. I’ll return the old router to you tomorrow. 
Thank you for your help , much appreciated 

All the best to you and your family 

Warm regards, 

Daniel

[mandisa1-TT]

Perfect. I will be sending you a free replacement. It should be delivered within 3-5working days. I have also ordered a returns bag for you to send back the faulty equipment. Diagnostic checks will need for you to be online, as I will need to ask you some questions. However you can let me know when you are free and we can start. 
 

Thank you so much, have a wonderful day yourself:)

[Dot31]

Hi. Yes. Address is correct 

[mandisa1-TT]

You are most welcome @Dot31 I will be sending you a free replacement. Just to confirm should I send it to the address updated on your account? please answer with a yes or no and not the actual address as this is Public:)

Thanks

[Dot31]

Hi, 

Thank you for getting back to me

I would like a router replacement please,  hopefully this will solve the issue.

As well if you can run a connection test from your side that will be helpful. From your website when I did a line test everything was ok but you can do a proper test from your system. Please let me know if you find something from your side. 
Hope you have a wonderful day at work

Many thanks, 

Daniel

[mandisa1-TT]

I understand and apologize for the inconvenience caused. I can run diagnostic checks to detect if there are any issues with the equipment or line, so we can make sure we providing you with the best resolution if that is okay with you?

I can also send you a replacement router without completing checks as you have stated you have had this issue before however, you were issued with a replacement router which resolved the issue.

Please let me know how you would like to proceed. Thanks

[Dot31]

Good morning,

Last year I’ve opened this topic because I had the same issue. I had this problem since day one with you. Either dropping connection or no internet at all for few minutes. Had open reach coming and changing the modem and the connection inside the green box outside my property. It was working with their modem for few months and then it started again. 
Now all of my devices lose connection same time. My phones and tablets all are showing that are connected to the internet but you cannot open a web page, on whatssapp you’re getting “connecting”, so no internet at all. Everything is alright from the main box to my router. No issues detected by your system neither. During my work meetings when this is happening I’m getting connection lost and I need to turn it on and off fast so I’ll not be kicked out from the meetings. Is becoming frustrating especially that I’m paying a lot for a copper connection. I’m happy with the speed. 
Last year as you can see I’ve got a router replacement and since then zero issues, absolutely none. I’m checking the channels every week to see if they are congested during peak hours and sometimes I’m changing them but since then absolutely no issues. Everything started last week. 
I’ve tried everything from my side, i think the router is gone again 🤦🏼‍♂️

[mandisa1-TT]

Hey there @Dot31 I am sorry to hear you ae experiencing issues with your service. Can you please confirm the issue that you are currently experiencing is it dropping connection or no internet? Thanks

[Gliwmaeden2]

There's a new staff team on here, @Dot31.

They'll respond during the day, approx 8am - 6pm, Monday to Friday. 

[Dot31]

Hi Debbie, 

Hope you are well

Once you’ve replaced my router last year my problems disappeared until this month. I have to reconnect to wifi most of my devices during the day. They appear connected but no internet connection. I’ve reset the router and the modem numerous times. I’ve checked the channels and I don’t have any congestion on 2.4 and 5 GHz. I did change the channels as well in the hope that it will solve the issue but no. Open reach changed my modem last year with one if theirs ( white one ),  I swapped the modem with your original one that came when I’ve joined you but it didn’t solve my problem. 
Seems like the router went crazy again 🫨😤😤😤

[Debbie-TalkTalk]

Hi Daniel

No problem. Please let us know how you get on 🙂

geraint12a - Please can you create a new topic on the Community, we can then take a look at this for you.

Thanks

[Dot31]

Hi Debbie, 

Thank you for that. Hopefully this will solve the issue. 

Hope you have a great day 

Kind regards, 

Daniel

[Gliwmaeden2]

Please start your own thread, @geraint12a and, also, complete your community profile details. 

Staff only respond to the original poster. 

[geraint12a]

Been having the same issue. I seem to be getting nowhere with customer support. I seem to be going around in circles.

I would love a new router to try also if at all possible.

Thanks for any help.

Geraint 

[Debbie-TalkTalk]

Hi Dot31

I'm sorry to hear this.

I've ordered a replacement router, please allow 48hrs for this to arrive.

Please let us know how you get on.

Thanks

Debbie