No Broadband

[vitalijusp]

Haven’t had any internet connection since saturday, scheduled an openreach engineer to check it out. He came in, took a look and told me he’d seen this before, no issues with the ONT, and recommended I contact talktalk for a new router. Have tried multiple times to request one but keep being told the same troubleshooting solutions that just don’t work. Is there anything I can do?

[Chris-TalkTalk]

Hi vitalijusp,

How are you getting on, do you still have no internet connection?

Chris

[KeithFrench]

TalkTalk will replace your router, if they think it could be faulty, we do not make that decision.

[vitalijusp]

I was just wondering would the fact that my router is roughly 5 years old now make any difference in acquiring a new one, as I know they can wear down after so much time.

[KeithFrench]

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.

To save yourself time, please make sure that your community profile includes your first & last names & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Then in the Private Notes section put your future fibre account number and/or order number along with the serial number of your ONT.

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

[vitalijusp]

no worries, any and all help is appreciated 

[ferguson]

OK, sorry to hear that, thanks for trying anyway.

[vitalijusp]

That was recommended to me by the support crew on the phone, done it but no fix unfortunately.

[ferguson]

OK, bearing in mind that the support team here won't be back online until Monday, can you try a pinhole reset on the router?

[vitalijusp]

The router model is Sagemcom-FAST5364.

The colour of the light on the router is a solid orange/amber.

[KeithFrench]

Which make/model of router do you have?

What indications on the router is there of no internet (e.g. lights on the front of it), or if an Eero, what does the app say?