on 13-07-2021 05:14 PM
I have no internet connectivity. My router states:
"Your router seems to be disconnected from the network."
Router type, software, and connection info below (yes, there is an up and downstream!)
Tried restarting, tried resetting (yep, pin in reset for 30 seconds). No other device on the line (don't use home phone) and it's in the master socket.
Was on the phone for an hour before it was answered, another 30 minutes later went through all the usual steps and have been told that the router isn't authenticating. (I was under the impression that authentication was on the line not the device?).
It has been diagnosed as a faulty router, they are apparently sending me a new one for tomorrow but I haven't received any tracking, so as I rely on this for work, I was hoping that someone might be able to help me get this up and running!
Alternatively - I only tend to use this as a modem with a Linksys E4200 doing all the routing with BT Whole Home Wifi spreading the love, can anyone recommend a modem that would work?
Hardware Version Software Version
Status Connection Time Link Status Standard Line Encoding Link Encapsulation
|VDSL2 (G_993_2_ANNEX_ B)|
|ATM (G_992_3_ANNEX_ K_ATM)|
Actual Rate [Kbps]Maximum Rate [Kbps]Noise Margin [dB]Attenuation [dB]Power [dBm]
Connection Type: DHSCP
VLAN id 101
Addressing Type DHCP
DNS Obtain automatically
Any help would be greatly appreciated.
on 20-07-2021 12:56 PM
on 16-07-2021 03:22 PM
on 16-07-2021 11:30 AM
on 16-07-2021 10:34 AM
If you'd like us to arrange the engineer visit can you confirm:
I've also sent you a PM to confirm some other details
on 16-07-2021 06:09 AM
Apologies for this.
If you have tested with 2 different routers at the test socket then the next step will be to arrange an Openreach engineer visit.
Would we be able to arrange an engineer visit once your isolation period has ended?
on 15-07-2021 03:51 PM
@fleceldinho, do you have access to a landline phone you could plug into your phone socket (just for testing), if so can you dial 17070 and ensure it reads back the correct phone number (i.e. the number shown in your 'My Account')
on 15-07-2021 02:33 PM
Where do I stand on this?
I have no internet, I'm currently isolating and working from home, blasting through mobile phone data
From googling this, all the top results are from talktalk are people waiting weeks for a solution, if there ever was one. It looks like a some people just end up leaving?
Is there actually anything that can be done at this point?
Will I be compensated?
Will you send me mobile broadband to satisfy our contract while I wait?
Sorry if this post seems narky, I have had a terrible day trying to work while also trying to deal with this.
on 15-07-2021 12:25 PM
Apologies for this.
I've completed a line test which hasn't detected any faults.
I've have also completed a radius re sync, please can you connect the new router at the test socket and then factory reset the router using the pin hole reset for ten seconds?
15-07-2021 12:02 PM - edited 15-07-2021 12:04 PM
So, I have my new router. Same issue. Do I start a new thread? @Debbie-TalkTalk
Solid Orange light.
It can see the internet, but wont connect.
In the master socket.
Removed the bt plate, connect directly with the new filter and wire that came with the new router.
on 14-07-2021 06:53 AM
on 13-07-2021 09:22 PM
Ok, so solid orange does indicate an authentication problem, as that would indicate the router has been able to sync ok, so the physical connection is ok, but it can't log into the TalkTalk network. So if the phone support people have run tests and can't see any issue on the network then they will probably suggest trying a new router as the next thing.
The staff here on the community will also be able to check in the morning, to see if they can see any other possible cause.
TalkTalk do allow the use of any modem/router on their network, so as long as the modem supports a Fibre (VDSL) connection and will allow you to change the settings to the required ones for the TalkTalk network then it should work.
If a new TalkTalk router is going to arrive tomorrow you will likely get an email or text from Yodel with tracking details on the day that it is going to be delivered.
on 13-07-2021 07:57 PM
So is the LED still solid white on the router indicating that it thinks it is connected. Where exactly are you seeing this message that says 'Your router seems to be disconnected from the network'.
The TalkTalk staff on this community will also be able to help, they will hopefully be able to respond to this post tomorrow.