Broadband Hub stopped working overnight

[RonanM]

My hub has stopped working overnight and is showing a solid amber light. I’ve tried all the usual steps to fix (disconnecting from power for 30mins, soft reset, factory reset) and had no success. 

I’ve tried the chat support but due to long waiting times and mobile signal in my area being poor I get disconnected and am unable to rejoin  the session. 

I had this exact issue 2/3 years ago at my previous address and it was only fixed when I was supplied with a new hub.

Any help to get this resolved asap would be greatly appreciated. Myself and my partner both work from home so having no internet access is a huge inconvenience for us. 

[Debbie-TalkTalk]

Hi @RonanM 

There was only one router ordered (the one I did today)

You should only receive the one router.

Thanks

Debbie

[RonanM]

Hi Debbie

Thanks for your reply!

I eventually got through to support on Saturday and they said they would dispatch a new hub to me. Please check that 2 hubs are not sent. 

[Debbie-TalkTalk]

Hi @RonanM 

Apologies for this.

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

Let us know how the connection compares with this router.

Thanks

Debbie

[ferguson]

OK, thanks for trying. 

[RonanM]

Thanks!

Tried the pinhole reset a couple of times but no luck!

[ferguson]

Ah, OK, thanks for clarifying. I will move this to the Full Fibre section for you. Have you tried a pinhole reset on the Hub? 

[RonanM]

Thanks for your reply!

We are fibre only, no voice service. We have an Openreach Nokia ONT which our hub connects to, which I don’t believe has a test port. The loss of service light is off so I am fairly sure it’s an issue with the hub.

[ferguson]

Have you got any issues with your voice service? Have you tried connecting at the test socket?

If you would like the support team to look into this for you make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account. Unfortunately, they won't be back online until Monday. So in the meantime you will need to persevere with customer services directly.