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 

I'm really sorry to hear this.

Hopefully the router will arrive today.

[ferguson]

You could try switching off the router at the mains for a full 30 minutes to reset the session before turning it back on again, if you haven't done so already. 

[ashmeneely]

The light is now constant orange and no internet at all. Done all the restarts and factory resets as well as line tests. I have no option now but to wait another day for then the router arrives and HOPE that fixes it. Not great at all....

[ferguson]

Your issue seems different to the one which has been more widespread, that involved a constant white light on the router when it disconnected. I think you will have to hold tight and see what happens when your replacement arrives. 

[ashmeneely]

Hi @Debbie-TalkTalk and @Michelle-TalkTalk,

I see others have had the same issues and a new router hasn't solved the problem. My new router arrives tomorrow sometime but in the meantime we have zero internet (2 adults trying to work during the day and 4 x teenagers at college / school).

There hasn't been a Network Status Update on the issue for 24 hours now (which is unbelievable), when do we think this will be resolved as this is all VERY infuriating and VERY inconvenient. I cannot run this house on mobile phone connectivity alone.

Thanks.

[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