Hello,
Our Full Fibre broadband and TalkTalk landline have both stopped working, and I've been unable to get through to a human agent despite multiple attempts over several days/eves. We're in the Coventry CV3 area.
Fault Symptoms:
- Router: Orange light flashing in a repeating cycle - approximately 30 regular flashes, then one longer flash (around 2 seconds on), followed by roughly 2 seconds off, then the cycle repeats. This appears to be a 'boot loop'.
- ONT (wall box): All lights solid green at all times. The Ethernet light briefly goes off only during the router's "off" phase in the cycle (expected, as the router stops responding during restart).
- Phone: Dial tone present on the handset, but incoming callers cannot reach us - no ringing, calls don't connect.
Troubleshooting Completed:
- Multiple 20-minute router power-off resets - no change
- Replaced the Ethernet cable between ONT and router WAN port - no change
- Power cycled the ONT with router disconnected - no change
- Line test via My Account - returns error saying test unavailable
- Called support multiple times - automated system loops back to reset process when no agents are available
Assessment:
The ONT lights being solid green seem to suggest the Openreach fibre connection is healthy. The issue appears to be either a faulty router or a provisioning/authentication problem on TalkTalk's side.
Request:
Could a member of staff please investigate and advise whether this requires a replacement router or a fix at TalkTalk's end?
Happy to provide account details via PM.
Thank you.
