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No Connection - Amber Flashing Light

D_Brearley
Popular Poster
Message 16 of 16

Hi,

 

Internet has been fine for months, suddenly this afternoon, I'm disconnected and now the router is constantly flashing a steady, but fast amber/orange.

 

Took to TalkTalk's Twitter and ran through the usual:

 

1. Restart router

2. Reset router

3. Try test socket

4. Run line tests

 

All of this made no difference and now my case has been passed on to the specialist team. I've been told to effectively wait anywhere up to 5 working days; which considering the current climate of working from home; that isn't really going to cut it.

 

Am I completely out of options, or is there something else I can do to get this working?

 

Any help is appreciated.

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15 REPLIES 15

Message 1 of 16

Hi D_Brearley

 

I'm sorry to hear that the router has not arrived.

 

In regards to this fault, as the line tests we completed did not detect any line faults then we always suggest testing with a different router first so this can be ruled out.

 

I'm glad to hear that the fault has now been resolved.

 

Thanks

 

Debbie

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Message 2 of 16

Hi,

 

An update for anyone wondering.

 

1. Router never showed up. (Probably Yodel's fault rather than TalkTalks).

 

2. Got a call out of the blue from TalkTalk yesterday to say they had identified a fault on the line. Something I saw myself when running the diagnostic test suggested when the issue first occurred. Arranged an engineer visit for this AM which identified that some work in the cabinet down the road saw my connection being moved to a non-compatible port.

 

Everything is now up and running again, but I am disappointed that mentioning the fault on the line was not acted upon quickly enough. Several days were wasted waiting for a router that never arrived, and the whole line test result was seemingly ignored by the online support.

 

Thanks.

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Message 3 of 16

Hi D_Brearley

 

We advise to allow up to 48hrs for the router to arrive.

 

Please let us know if you haven't received this by tomorrow.

 

Thanks

 

Debbie

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Message 4 of 16

Hi,

No sign of the router just yet. Am I supposed to receive some form of tracking details for this?

Out of curiosity, I ran another line test and it is still reporting a fault on the line, suggesting that a network engineer will be out to look within 3 days (so today). Is this correct or have you put a hold on this action?

Thanks.

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Message 5 of 16

Hi,

 

Thanks for testing and ruling this out. It would be worth testing with the router first before arranging an engineer visit just to rule this out. If there is no change following this then we can arrange an engineer visit for you straight away.

 

Thanks

 

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Message 6 of 16
Hi,

Dial tone is fine on phone.

Getting some conflicting information here. I'm told there is a fault that needs an engineer, but first I have to wait to try my *third* router from you?

I'm concerned that I'm waiting potentially two days for a router which may change nothing, to then wait a further X days for an engineer.


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Message 7 of 16
I'll go see if I can scrounge one up, just to test.
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Message 8 of 16

Hi

 

Router is on the way.  Our Teams escalated this internally to our SMC teams to investigate. However if the new router does not resolve the issue then an openreach engineer may be required.

 

Thanks  

 

Karl. 

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Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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Message 9 of 16

@D_Brearley 

 

Get a handset and test the line.

 

It can certainly help with getting the correct engineer sent out.

 

 

Message 10 of 16
Hi,

Please send it out. Can I also clarify whether it is possible to know if an engineer has been assigned to look at the open case I have?

We have identified an issue on our network that could be affecting your connection. We have referred this to a Network Technician who will investigate it as quickly as possible (this can take 2-3 days). The work will be done free of charge and the technician will not need to visit your property. We will contact you on the phone to keep you updated on our work.

It's almost two days without internet. I appreciate it has occured over the weekend, but with how essential it now is to have a connection for work, every day without has consequences.

Thanks.
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Message 11 of 16

Hi D_Brearley

 

We advise to allow 24-48hrs for the router to arrive.

 

Thanks

 

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Message 12 of 16
How long would this take to receive? Will this interfere with the supposed engineer visit to correct a fault on the line?

We need to have some idea of time scale.
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Message 13 of 16

Hi D_Brearley

 

Would you like me to send a replacement router first for testing so this can be ruled out?

 

Thanks

 

Debbie

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Message 14 of 16
Hi,

I don't have an alternative router, as the last one of yours I had was sent back as it kept dropping connection.

I also do not have a telephone to check for a dial tone.

I am concerned you say you are not seeing a fault on the line, as I have been told differently by another of your support. When I run a line test, it now says that there is a fault and an engineer will need to attend.

Is this likely to happen today? My partner must work from home, so this absolutely has to be corrected for her to be able to do so.

The behaviour of the router has not changed. Flashing amber light continually.

From reading previous posts on this issue, this same router behaviour was seen on lines that had yet to be activated. Mine has been active for several years now. Has some work been undertaken in my area over the weekend, that has disconnect me?

Thanks.

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Michelle-TalkTalk
Support Team
Message 15 of 16

Hello,

 

I'm sorry to hear this. I've run a test on the line which is clear. Have you also tested with an alternative router? Is there a dial tone?

 

Thanks

 

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