Whit light but no internet connection

[Jamwint71]

Hiya, my router has a solid white light but both my devices I use says no internet but they both connect ok! 
do I need a new router? 

[Jamwint71]

Hi Michelle, yes it’s on now 😃

[Michelle-TalkTalk]

Hello,

Would it be possible to turn the router on so we can check from here please?

Thanks

Michelle

[Jamwint71]

Hiya, yes I’ve turned it off as there’s no point in leaving it on. I keep checking it but still says no internet connection.

this is what it says on my TV & my phone is the same  

 

[Michelle-TalkTalk]

Good morning,

Thank you. I've run a few tests on the line now which are clear but it's advising that the router is powered down. Is your router currently switched off?

Thanks

Michelle

[Jamwint71]

Hi Chris, ooppppps yes I’ve just amended my phone number. 
yeah I’ve tried turning off the router for 30 minutes & resetting it but still no change. I turned it off yesterday but forgot to put it back on. 

[Chris-TalkTalk]

Hi Jamwint71,

Could you just check the telephone number that you've entered in your community profile, it looks as though there's a digit missing

Line test is passing but showing that router is powered down. Could you switch the router off and leave it off for at least 30 minutes, then switch back on and retest

Chris

[Jamwint71]

Hiya, no sadly I don’t 

[Michelle-TalkTalk]

Morning,

Do you have a device that you could connect wired to the router to see if this connects please?

Michelle

[Jamwint71]

Hiya yes solid white light is on and both my devices connect to the Wi-Fi but they say No Internet. TalkTalk have done a line test and they say it’s clear. 
I’ve got a technician coming to my property in a couple of weeks, so hopefully he can work out why it’s happening. 
I know it’s not my devices because my phone connects to other Wi-Fi networks ok. 

[Debbie-TalkTalk]

Hi @Jamwint71 

Is the white light showing on the front of the new router?

Do any devices connect?

[Jamwint71]

Hiya Karl, my new router arrived today but sadly it’s still saying no internet connection. 
I onow my phone works on Wi-Fi because it connects to other Wi-Fi networks like at work etc. 

I’ve read something about internet interference?? Could this be it?? 
It’s really baffling me. 

[Karl-TalkTalk]

Hi

The router has been dispatched.  I've sent you a PM with tracking info.

Thanks  

Karl. 

[Jamwint71]

Hiya Karl, there was a note yesterday on my account saying about an Order with a live date of 28th August. I assume that’s the new router?? 
I’ve looked again this morning and the note has gone. 
can you confirm that the new router has or in the process of being sent please. 

[Karl-TalkTalk]

No Problem 🙂

Karl 

[Jamwint71]

Thank you Karl & yes I sure will let you know. 

[Karl-TalkTalk]

Hi

OK. router should arrive in the next day or two.  Test and then let me know.

Thanks  

Karl. 

[Jamwint71]

Aaahhhhhhh thank you so much, I’ll keep my fingers crossed 🤞🤞🤞. 
My router at the moment is a Sagecom Fast 5364. I’ve had it five years so not sure if it’s got old. 

[Karl-TalkTalk]

Hi

OK, I'll get a new router out to you, and we can see if this is the issue.

Thanks  

Karl. 

[Jamwint71]

Hiya, no not using wires. 
It stopped working last Friday 23rd so done a line test and there was a fault reported. 
it said that the fault had been cleared this morning but I’ve still got no connection but the whit light is on 

[Karl-TalkTalk]

Hi

Line tests are clear, and router is in sync.  Are all your devices using Wi-Fi , do you have any devices wired ?

Thanks  

Karl.