topic Re: No power to router in Broadband

No power to router

Dhyani — Mon, 02 Sep 2024 19:35:12 GMT

A few days ago my puppy chewed through the power cable to my router. I bought a new 12v charger and it was working again. Now I have no power at all to my router (the black box on the wall).
I tried buying another charger wire in case the puppy had got to it again but it is still not getting power.
can someone please help?
we have no broadband!

Re: No power to router

Gliwmaeden2 — Mon, 02 Sep 2024 20:03:59 GMT

Staff won't send a power cable - these can only be sent with a router, so a complete replacement, and you'll need to return the defunct equipment, @Dhyani.

If you know the puppy is liable to attack wires, construct a barricade!

Re: No power to router

Debbie-TalkTalk — Tue, 03 Sep 2024 06:09:43 GMT

Hi @Dhyani

I can send a new router which will include new cables and a returns bag for your current router.

Are you happy for me to arrange this?

Re: No power to router

Dhyani — Tue, 03 Sep 2024 06:27:02 GMT

its not the eero router that has stopped working but the black box on the wall that it attaches to

Re: No power to router

Debbie-TalkTalk — Tue, 03 Sep 2024 06:39:33 GMT

Hi @Dhyani

Thanks for your reply.

This will require an engineer visit and this would be a chargeable visit. Engineer charges

Would you like me to arrange this visit? Please can you provide your availability AM and PM?

Re: No power to router

Dhyani — Tue, 03 Sep 2024 07:05:21 GMT

Yes please.
we are available any time today. In fact we can be available any time. How quickly can we get it fixed?
thanks so much

Re: No power to router

Anonymous — Tue, 03 Sep 2024 07:22:46 GMT

Hello,

I've raised this to my colleague and have asked if they can book an appointment ASAP. I will post back to confirm a date and time once this has been confirmed.

Thanks

Michelle

Re: No power to router

Anonymous — Tue, 03 Sep 2024 09:03:04 GMT

Hi again,

We've been asked if you can post a picture of the ONT and the damaged cable please? Please do not post any personal information.

Thanks

Michelle

Re: No power to router

Dhyani — Tue, 03 Sep 2024 09:07:10 GMT

I had replaced the damaged wire with a new 12v charger and it worked ok for a few days after this. I am not at home just now. I am in work. I have since bought another 12v charger but this has not helped. There’s no power getting to the black box on the wall at all. Will an engineer be able to come out today?
thanks 🙏

Re: No power to router

Anonymous — Tue, 03 Sep 2024 09:12:24 GMT

I've just received an update to advise that an appointment has been requested for tomorrow AM. We are just waiting for CityFibre to confirm the appointment for us so we'll keep you updated.

Michelle

Re: No power to router

Anonymous — Tue, 03 Sep 2024 09:34:54 GMT

Hello again,

CityFibre have confirmed the engineer visit for tomorrow AM (8-1) Please let us know how you get on.

Thanks

Michelle

Re: No power to router

Dhyani — Tue, 03 Sep 2024 11:59:53 GMT

Thank you so much! 🤞🏼🤞🏼

Re: No power to router

Anonymous — Tue, 03 Sep 2024 12:01:41 GMT

I'll check back in with you tomorrow afternoon to see how you're getting on.

Thanks

Michelle 🙂

Re: No power to router

Anonymous — Tue, 03 Sep 2024 13:18:54 GMT

I've just been advised that the engineers are going to come out today now but they should make contact with you on your alternative contact number.

Thanks

Michelle

Re: No power to router

Anonymous — Wed, 04 Sep 2024 05:43:57 GMT

Good morning,

I've received an update from my colleague to advise that this should now be resolved. How are you getting on?

Thanks

Michelle

Re: No power to router

Dhyani — Wed, 04 Sep 2024 08:14:21 GMT

Yes! They came out yesterday and fixed in quickly.
My family are very relieved. Such a great service. Thanks 🤩

Re: No power to router

Anonymous — Wed, 04 Sep 2024 08:21:59 GMT

Good morning,

I'm really glad to hear this and thanks for confirming 🙂

Thanks

Michelle 🙂