No internet with white light

[ashmeneely]

For the last few weeks we have had intermittent internet even though the light on the router has been white.

I see others have had the same.

I reported this yesterday to Talktalk and now I see that the light on our router is orange and we have no internet at all.

[Debbie-TalkTalk]

Hi @ashmeneely 

Thank you 🙂

Debbie

[ashmeneely]

Hi Debbie,

Thanks for the update,  yes I will let you know for sure when it arrives.

Much appreciated,

Ash.

[Debbie-TalkTalk]

Hi Ash @ashmeneely 

Apologies, we posted at the same time.

I've ordered a replacement router, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

[ashmeneely]

Hi Michelle,

How soon do you think we can get a new router out to us? It's proving very tricky to work here without internet!

Thanks,

Ash.

[Debbie-TalkTalk]

Hi @ashmeneely 

Apologies for this.

I've ordered a replacement router, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[ashmeneely]

Yep, I have unplugged it several times this morning as well as just switching it off with the power button. Same results.

[Michelle-TalkTalk]

Hi ash,

Ok, if there is still no connection after a router reboot then I think we should send a replacement router for testing purposes to rule this out as this sounds like it could be a different issue. Have you rebooted the router this morning?

Thanks

Michelle

[ashmeneely]

Yes I had this yesterday as well but when I log in to my account I can also see this message - see attached.

Router flashes white and orange for a while and then goes solid orange. The phone line seems clear.

[Michelle-TalkTalk]

Hi ash,

Thank you. I've run a test on your line now which is clear. Is there still no connection if you reboot the router? Is your voice service ok with no noise on the line?

Thanks

Michelle

[ashmeneely]

Hi Michelle, that's all done now!

[Michelle-TalkTalk]

Morning,

Thank you.

Can you please update your community profile to include your:

• Name
• Telephone number or Account number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle