FAST5346 router - no internet

[MichelleLois]

Hi, Im a live away landlord and its taking 4 "CHATS" Talk Talk, but still not getting anywhere , as Im getting cutting off , having sent 2 hours on the chat with them!  

So the tenant tells me there is an Amber light on the router,  no internet.  Its a new router, previously we had no issue with the internet.  Is someone able to confirm what plugs into what .  !!?? thanks 

[Chris-TalkTalk]

Hi MichelleLois,

How are you getting on, have you tried Ferguson's advice?

Chris

[ferguson]

OK, it looks the router is currently connected to both the old copper telephone socket (left) and the newer full fibre ONT (right). Disconnect the white broadband cable and microfilter completely from both the left socket and the Broadband connector on the back of the router. Switch both the router and the ONT off at the mains for a full 30 minutes. See if it works then.