Internet down .router steady orange

[hellzbellz]

I have the WiFi hub and a couple of hours ago my internet went down. The router light went orange and I havent been able to get online since iv restarted it etc etc but no joy .

All the lights on the little connection box on the wall are green so I'm thinking maybe this is a router issue ?

Another problem is I can't report  the fault , as when I go on the fault page it says it cannot be completed when I click to find out more it says "

Your property has two lines supplying your connection, a copper line and a fibre line. Our online connection test is unable to run a test on both lines at the same time.

A member of our support team should be in touch over the next couple of months to remove your copper line and transition you to a Full Fibre connection." Which has baffled me as I was told we were switched to full fibre months ago 🤷🏻‍♀️ can someone shed light on this 

[Karl-TalkTalk]

Hi

Glad to hear you are back on line and sorry for the delay to resolution.

Regards,

Karl. 

[hellzbellz]

Finally 5 days later I am back online ! That was a very long 5 days .

[Karl-TalkTalk]

Hi

The router has been dispatched today.  I'll send you a PM now.

Thanks  

Karl. 

[hellzbellz]

I haven't even had a confirmation email that its been shipped yet .rather concerned.  

[Michelle-TalkTalk]

Hello,

It usually takes 24-48hrs to arrive. It's processing now so you should get it hopefully by Wednesday at the latest.

Michelle

[hellzbellz]

How long does router normally take to come as iv had no emails or anything 

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. I can see from your last post that you've been sent a replacement router so we'll check back in with you to see how you're getting on.

Thanks

Michelle

[Gliwmaeden2]

Two working days:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

Post back on here if the new router makes no difference  / to let us know if the issue is resolved. 

[hellzbellz]

What is the minimum number of days ? Spoke to agent online today and was told I would be sent a replacement router which will take 3-5 days 😔.

[Gliwmaeden2]

Staff are not on here at weekends, @hellzbellz, which is why I said to report it via Chat today.

[hellzbellz]

It is connected to the new box and still no service

[Gliwmaeden2]

Thanks for confirming. 

Do report it today directly with Talktalk support on Chat.

If it takes more than the minimum number of days for engineers to resolve it after that, you should be entitled to automatic compensation eventually. 

And the peculiar message about the copper line needs resolving  - it may be one of Talktalk's extremely unhelpful generic messages. 

[hellzbellz]

It plugs into the new little box they put on the wall not the phone socket .and no it is still not working 

[Gliwmaeden2]

@hellzbellz, some people do have copper leave behind.

Is your Talktalk phone service plugged in at the old Openreach mastersocket, or into the new router / DVA?

Apart from that, has your Fibre service resumed as normal today?

Staff will be able to follow up during the day tomorrow, but to report a fault, use Chat, which will be live after 9am. 

[MichaelP66]

I had the same message. I don't have any copper to remove. Anyway, all seems back on this morning in ME8. Thanks.