No internet

[tortoise22]

Hello, I was using Asus router with g.fast modem for internet connection and the internet went down yesterday early hours. The openreach engineer who visited today couldn’t restore the connection even with talktalk router. The LED light for  internet is off on the modem and the DSL light blinks. The engineer suggested that the router is faulty which I don’t think is the case and requested for new talktalk router. Please can someone have a look and advise what could be the issue?

[Chris-TalkTalk]

Hi Tava#noah2K,

Could you please start your own thread/topic, and we'll be happy to take a look at this for you

Chris

[Tava#noah2K]

Hi, I have just ordered my broadband with talk talk and the it is asking me to connect to a modem and I don’t have one. Should I have been sent one?

[Chris-TalkTalk]

That's great, thanks for letting us know 🙂

Chris

[tortoise22]

The engineer fixed the issue, again the problem was in the cabinet in the street. 

Thanks everyone for looking into it.

[Chris-TalkTalk]

Hi tortoise22,

I'm sorry to hear that the replacement modem hasn't resolved the issue. To investigate further we'll need to arrange an engineer visit. If you'd like us to do this please let us know 

Chris

[tortoise22]

Got new TT modem today but still cant connect. I can see blue light for WAN and the broadband light switches between flashing white light and amber on the modem.  It’s been more than a week without internet and still don’t know what’s going on. I am extremely unhappy atm. Can someone please help. @Chris-TalkTalk @Michelle-TalkTalk  @Debbie-TalkTalk 

[Chris-TalkTalk]

Hi tortoise22,

Sorry, the tracking number hasn't been generated yet, if you could bump the thread in the morning we can check again

Chris

[tortoise22]

Sure, will do. could you please share the tracking number for the modem if you have access to it @Michelle-TalkTalk 

[Michelle-TalkTalk]

Hi tortoise,

Thanks for the update and please let us know once this arrives.

Thanks

Michelle

[ferguson]

My bad @Gondola I stand corrected, you learn something new every day! 

[Gondola]

The Help Content is correct. TalkTalk have been supplying G-fast modems since 2022 because G-fast modems are no longer available from or supported by Openreach.

I see you say that the TalkTalk G-fast modem has been ordered for you by the engineer that visited.

Fibre 150 / 250 G-fast - What equipment will I need

[tortoise22]

hmm that’s odd. He told me that openreach is not suppling modems anymore and I should use the black modem from TT.

When I was searching I came across this page https://community.talktalk.co.uk/t5/Articles/Set-up-your-Wi-Fi-Hub-for-Fibre-150-250/ta-p/2202637 

it shows TT also provides modem. Is it not compatible or for other purpose?

[ferguson]

I hesitate to raise an eyebrow again, but G.fast modems are supplied , installed and maintained by Openreach, nothing to do with TalkTalk who only supply the router. 

[tortoise22]

@Debbie-TalkTalk The engineer came in this morning and checked the setup. He thinks the issue is with openreach g.fast modem and he requested for a TT gfast modem as the previous engineer couldn’t establish the connection with a separate openreach gfast modem that he had. Now I have to wait for that to arrive to test the connection further. 😞

[Debbie-TalkTalk]

Hi tortoise22

Thank you 🙂

[tortoise22]

Thanks @Debbie-TalkTalk I will update here after the engineer visit.

[Debbie-TalkTalk]

Hi tortoise22

Thanks for your reply.

We've arranged the engineer visit for 17/02 AM (8am - 1pm)

Please let us know how you get on following this visit.

Debbie

[tortoise22]

Anytime is good for me. I would like to get this sorted as soon as possible @Michelle-TalkTalk 

[Michelle-TalkTalk]

Morning,

Thanks for trying and I'm sorry to hear this. If there is still no connection then the next step will be to arrange an engineer visit to the property. If you'd like to go ahead with this then please can you confirm acceptance of possible time related engineer charges and also provide some availaibility AM (8-1) and PM (1-6) and we can book the next available engineer visit for you.

Thanks

Michelle

[tortoise22]

Morning @Michelle-TalkTalk @ferguson , just tried the test socket with microfilter but no luck. modem is showing same set of lights when it is connected to the faceplate port. And the router is flashing with white and amber lights