Router flashing orange following power outage

[richtea]

Hi there,

Writing on behalf of my parents (their details are in my private notes)

Their power went off temporarily last night. Since then their TalkTalk router won't get beyond the 'flashing orange' stage.

Have tried both resetting and powering off for 20 minutes then back on as detailed here:

https://help-centre.talktalk.co.uk/Network_and_connections/Fix_a_problem/Why_is_my_TalkTalk_router_l...

And still doesn't get beyond flashing orange.

They are on CityFibre, all four lights on the internal black CityFibre connection box are solid green.

Any help much appreciated!

[KeithFrench]

Yes, that is definitely a CityFibre issue. The TalkTalk support staff on this forum do not have access to the Full Fibre systems. Therefore, you will need to contact the Full Fibre Helpdesk on: 0345 172 0074.

Their opening hours are Monday-Friday 08:00 to 19:00, Saturday 09:00 to 18:00, Sunday: Closed.

You may not always be able to speak to someone on this number; they may send you a text message instead. If that is the case, the text will contain a link to start an online chat. On that chat, you can insist on speaking to a person, but there may be a delay before you are connected.

[richtea]

@KeithFrench @mandisa1-TT 

Thanks for this. I have tried but unfortunately it didn’t do the trick.

I came over to take a look today, have tried resetting the router, switching the ONT and router off for 30 mins as suggested, and it’s still not working.

I presumed the issue was the router (a TalkTalk WiFi hub), so have just tried switching to an Eero - the message displayed during set up was ‘Your eero 6 cannot to the internet’.

Which makes me think the issue is with the CityFibre ONT. As before, all four lights are solid green.

Any other ideas as to what the issue might be? What else can I try?

They've had no service since Wednesday PM so it’s having quite an impact.

edit: have also tried the reset button on the ONT (holding for 10

to 15 seconds until lights went off), but still no joy. All ONT lights on solid green, neither router can connect.

[mandisa1-TT]

Thank you so much for the support @KeithFrench🙂

[KeithFrench]

Try turning both the router & ONT (CityFibre box in the property) off for at least 30 mins. Then turn the ONT back on until the power, broadband & service lights are on steady, then turn the router back on again.