No Internet Connection Even Though Light on the Router is White
on 11-12-2024 09:45 AM
Message 36 of 36
My router shows white light but there is no internet. The issue is resolved by restarting the router. But the internet will cut again after a few minutes and the router will continue to show white light.
Can someone confirm this and/or send me a new router to test?
Labels:
- Labels:
-
Wifi
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
35 REPLIES 35
on 16-12-2024 01:03 PM
Message 21 of 36
OK thanks 🙂
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 16-12-2024 12:39 PM
Message 22 of 36
Okay, I will do this once i finish work at 2pm and provide updates on wether or not helps
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 16-12-2024 12:36 PM
Message 23 of 36
You would only need to do it long enough to test if it resolves the problem. HomeSafe should start working again as soon as you change the DNS servers back to TalkTalk's
Chris
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 16-12-2024 12:06 PM
Message 24 of 36
Hi.
I can, but would it be for long as I do require homesafe at all times and had recent issues with it not working for over a week so worried the same could happen again if i change settings around.
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 16-12-2024 11:51 AM
Message 25 of 36
Hi amii,
Could you try this for us please?
Could you try changing the DNS to see if there is any change please? This would just be a temporary thing to see if it makes any difference and we can feed this back to our team who are investigating.
Change your router DNS settings to use Google DNS.
Open your web browser, type http://192.168.1.1 into the address bar and press Enter
Enter the username admin (in lowercase) and password (you'll find this on the removable settings card on the back of the Hub, and select OK
Select See internet settings
Select Manage advanced settings
Select TalkTalk WiFi Hub
Select DNS Tab
Make sure ON is enabled
Add Primary and Secondary DNS Servers ( Primary = 8.8.8.8 Secondary = 8.8.4.4 )
Select Apply
Please note ; If you currently use any Homesafe services such as Homework Time etc. This will not work whilst you have the DNS set to Google.
Michelle
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 16-12-2024 09:50 AM
Message 26 of 36
Hi amii,
Sorry to hear this. I've let the team know and they are still investigating.
Thanks
Michelle
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 16-12-2024 09:42 AM
Message 27 of 36
Just to add. It went off just now. Same issue, router still shows solid white light.
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 16-12-2024 08:58 AM
Message 28 of 36
Hi amiie,
Ok, I'll check back in with you around 12pm to see how it's been. Our team are still investigating in the mean time.
Thanks
Michelle
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 16-12-2024 08:57 AM
Message 29 of 36
I wouldn’t be able to say as i’ve just started using the internet for the day. But over the weekend the issue has been ongoing. Sometimes it’s regular and others it’s more time between.
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 16-12-2024 08:54 AM
Message 30 of 36
Morning,
Thank you. Can I just ask, has it happened at all this morning?
Thanks
Michelle
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 16-12-2024 08:46 AM
Message 31 of 36
Hi Michelle.
Yes i have.
The plug is 200/240v. I think that’s the right number? I’ll post a pic.
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 16-12-2024 07:29 AM
Message 32 of 36
Hello again,
Can I just ask, did the replacement router come with a new power supply unit? If it did, then did you replace all the cables and unit? Does it say on the Power supply unit what voltage it has please?
Thanks
Michelle
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 16-12-2024 07:18 AM
Message 33 of 36
Morning,
Thanks for testing with the replacement router and I'm sorry to hear this. We're still looking into this and I'll post back as soon as we receive an update.
Thanks
Michelle
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 13-12-2024 04:14 PM
Message 34 of 36
Hi Karl
The new router arrived today, had it running since 3pm and the same issue has reoccurred, internet connection has been lost and the light on the router is still solid light, only way to get it working again is to reset the router.
I work from home so it is disrupting my work day. Any ideas on how to get this sorted asap?
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 11-12-2024 10:04 AM
Message 35 of 36
Hi
A router is on the way to you for testing.
Thanks
Karl.
Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars
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.
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
- « Previous
-
- 1
- 2
- Next »
Related Content
- router no speed in Broadband
- At my wits end with TalkTalk customer services in Fibre
- Bridge Mode Sagecom Fast 5364? in Full Fibre
- How do I use an ASUS DSL-AC88U router with fibre 75 connection in Full Fibre
- Why do I need to perform frequent router reboots to maintain my device performance? in Broadband