topic Re: Broadband not working after activation in Broadband

Broadband not working after activation

abm1001 — Tue, 18 Jul 2023 23:42:25 GMT

Hi,

I received my router and got an email on 18.07.2023 that my fibre 65 connection had been activated. I plugged in the router and it’s still flashing orange and have done reset it and unplugged for 30 mins but it’s still not working. What do I do? I need this for work.

Re: Broadband not working after activation

Anonymous — Wed, 19 Jul 2023 05:40:07 GMT

Hello,

I'm sorry to hear this. Do you have a dial tone and is the voice service ok? Does the main socket also have a test socket please?

Thanks

Re: Broadband not working after activation

abm1001 — Wed, 19 Jul 2023 06:34:03 GMT

Hi,

I don’t have a landline so unable to test if there is a dial tone.

yes it does have a test socket and I’ve tried it and still no luck.

thanks

Re: Broadband not working after activation

Chris-TalkTalk — Wed, 19 Jul 2023 06:48:19 GMT

Hi abm1001,

Line test is passing but router appears to be constantly dropping the connection. Do you have another router that you can test with?

Chris

Re: Broadband not working after activation

abm1001 — Wed, 19 Jul 2023 06:51:00 GMT

Hi Chris,

I do not, can you send a new router. I need a connection for work.

thanks

Re: Broadband not working after activation

Chris-TalkTalk — Wed, 19 Jul 2023 07:03:52 GMT

I've ordered a replacement router, it should arrive within a couple of days but will probably arrive tomorrow. Please let us know if it resolves the problem

Thanks

Chris

Re: Broadband not working after activation

abm1001 — Wed, 19 Jul 2023 07:22:28 GMT

Thank you, I’ll test tomorrow and see if it works

Re: Broadband not working after activation

Chris-TalkTalk — Wed, 19 Jul 2023 07:26:07 GMT

No problem 🙂

Re: Broadband not working after activation

abm1001 — Wed, 19 Jul 2023 09:41:39 GMT

Hi Chris,

Is there a tracking number for the router?

thanks

Re: Broadband not working after activation

Chris-TalkTalk — Wed, 19 Jul 2023 09:47:26 GMT

There will be a tracking number but we'll only get it after the router is dispatched, I'll check later to see if it's showing on the system

Chris

Re: Broadband not working after activation

abm1001 — Wed, 19 Jul 2023 10:58:19 GMT

Thanks chris

Re: Broadband not working after activation

Chris-TalkTalk — Wed, 19 Jul 2023 11:02:04 GMT

No problem 🙂

Re: Broadband not working after activation

Chris-TalkTalk — Wed, 19 Jul 2023 14:22:17 GMT

The tracking number hasn't been generated yet but it appears to be in the process of being dispatched so you hopefully will receive it tomorrow

Chris

Re: Broadband not working after activation

abm1001 — Thu, 20 Jul 2023 18:54:56 GMT

Hi Chris,

the new router came and still flashing amber. Really need this sorted.

thanks

Re: Broadband not working after activation

Chris-TalkTalk — Fri, 21 Jul 2023 08:33:48 GMT

Thanks for trying that. I'll look into this further and get back to you

Chris

Re: Broadband not working after activation

Chris-TalkTalk — Fri, 21 Jul 2023 08:34:37 GMT

Could I just ask, which service provider you were with before TalkTalk

Chris

Re: Broadband not working after activation

abm1001 — Fri, 21 Jul 2023 08:39:21 GMT

Hi Chris,

the previous owners were with talktalk

Re: Broadband not working after activation

Chris-TalkTalk — Fri, 21 Jul 2023 08:49:04 GMT

OK thanks. Is the router currently connected to the test socket?

Chris

Re: Broadband not working after activation

abm1001 — Fri, 21 Jul 2023 08:50:14 GMT

not at the moment: it’s unplugged: I did test with tha test socket yesterday

Re: Broadband not working after activation

Chris-TalkTalk — Fri, 21 Jul 2023 09:08:16 GMT

OK thanks. The router appears to be in sync but it's repeatedly trying to authenticate. It may need an engineer visit but I'll check if there's anything further that we can do at our end and get back to you

Chris