topic Re: router in Broadband

router

twiggyb — Thu, 10 Feb 2022 21:23:54 GMT

hi i have been connected to the talk talk fibre for a week the router is giving me ok speed but the light isn't on and the the phone wont work when plugged into the back of the router. the phone works ok if plugged into the phone socket in another room. i think it must be a fault in the router . do i need new router replacement? if so how do i get one

Re: router

Skynet_TX — Thu, 10 Feb 2022 21:39:51 GMT

Hi @twiggyb,

What Fibre package are you on ?

What make of router do you have ?

If you have something like Fibre 35 or Fibre 65 down a regular phone line to a phone socket, then you can't plug a phone into the router, you have to plug the phone into the phone socket on the wall via a microfilter.

Re: router

Skynet_TX — Thu, 10 Feb 2022 21:47:06 GMT

For one of the TalkTalk staff on this community to be able to look into this you will need to update your community profile to include your name, landline telephone number that your TalkTalk service is provided on & an alternative contact number. This will allow them to identify you, and they will then be able to help.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk staff on this community can see your profile details).

Then they will hopefully be able to respond to this post tomorrow.

Re: router

twiggyb — Thu, 10 Feb 2022 21:52:07 GMT

hi i am on fibre 65 they put a new line in and talk talk sent me a router it has a green socket for a phone the phone works on the regular phone socket that is in another room but not on the router the router appears to come from a grey box outside then enters into a white box in the house that has flashing green lights that in turn is connected to the router the router is working but no light remains on the router i think it suppose to have a white light remaining on isn't it? sorry i am not good at this stuff

Re: router

Skynet_TX — Thu, 10 Feb 2022 21:59:50 GMT

Ok, I'm not familiar with what router you have with a phone socket on the back, that sounds like a new router ready for full fibre connections. Maybe someone else who is familiar with this setup can respond here, or the staff here will certainly be able to reply, hopefully tomorrow.

The normal routers sent out by TalkTalk these days have a single LED on the front that would be solid white when things are working correctly, however it is possible for the LED to be switched off within the settings in the router.

Re: router

Debbie-TalkTalk — Fri, 11 Feb 2022 07:22:01 GMT

Hi twiggyb

Just to confirm, which router have you received? (make and model)

Is the router connected and switched on at the moment?

Re: router

twiggyb — Fri, 11 Feb 2022 12:21:02 GMT

hi there my router is the sagemcom talktalk wifi hub 2 and yes it is turned on no white light and no phone signal when pluged into the router however the signal to the laptop is fine

Re: router

Debbie-TalkTalk — Fri, 11 Feb 2022 12:26:50 GMT

Hi twiggyb

You would need to connect the phone at the master socket and not the back of the router.

Thanks

Debbie

Re: router

twiggyb — Fri, 11 Feb 2022 12:58:06 GMT

hi there the white box near the router has red and green cables that are plugged into it there isn't a phone socket on the white box but there is on the router. my old socket for a phone in another room allows the phone to work. and although the router appears to be working there is no perminant white light on it

Re: router

Debbie-TalkTalk — Fri, 11 Feb 2022 13:00:17 GMT

Hi twiggyb

Have you added the correct landline number to your Community Profile? (please do not post the number on this thread)

Which package do you have with TalkTalk?

Re: router

twiggyb — Fri, 11 Feb 2022 13:18:04 GMT

hi the package is fibre 65 i was upgraded from 35 last week the phone number in my profile is correct wonder if the router isn't working correctly as the white light dosnt come on although i have a internet connection

Re: router

Debbie-TalkTalk — Fri, 11 Feb 2022 13:19:39 GMT

Hi twiggyb

Ok, thanks for confirming this.

Would it be ok to post a photo here of your set up? (you mentioned white box and wires in a previous post)

Re: router

twiggyb — Fri, 11 Feb 2022 14:10:52 GMT

Re: router

Debbie-TalkTalk — Fri, 11 Feb 2022 14:20:37 GMT

Hi twiggyb

You can't use the phone socket on the router as this is not a VOIP service.

As this is a FTTC connection you need to connect the dsl cable to broadband port and remove what is connected to the WAN port.

Have you also got a modem connected?

Thanks

Debbie

Re: router

twiggyb — Fri, 11 Feb 2022 14:31:39 GMT

hi this box is next to the router one lead is red the other is green although the router works there isnt a white light the enginer told me that there should be a white light when the router is working

Re: router

Debbie-TalkTalk — Fri, 11 Feb 2022 14:34:25 GMT

Hi twiggyb

Did you have a FTTP installation?

I'm just sending you a Private Message to confirm some details so we can look into this further.

Thanks

Debbie

Re: router

Debbie-TalkTalk — Fri, 11 Feb 2022 15:13:02 GMT

Hi twiggyb

Thanks for confirming your details.

This doesn't appear to be FTTP. Who installed the box on the wall (not the master socket)

Debbie

Re: router

twiggyb — Fri, 11 Feb 2022 15:15:43 GMT

openreach

Re: router

Debbie-TalkTalk — Fri, 11 Feb 2022 15:23:12 GMT

Hi twiggyb

As the box looks like an ONT, could you try the set up on this help page but connect your phone at the master socket?

SET UP YOUR WI-FI HUB FOR FUTURE FIBRE

Re: router

twiggyb — Fri, 11 Feb 2022 15:35:25 GMT

ok there isnt any difference although the internet is working the white light on the router still isnt on