topic Re: Help does a new router actually exist? in Fibre

Help does a new router actually exist?

Edd24 — Sun, 05 Feb 2023 17:29:13 GMT

I have been a customer of talk talks for a few years now. Firstly being on one of the lesser packages and then upgrading to the fiber 250 package last year. Since being a customer I have had a very patchy service experiencing multiple drops and periods of very low speed. This continued once I upgraded and I have raised these issues on four separate occasions over the years which has resulted in numerous engineer visits and many, many hours wasted on the phone with talk talk trying to get to the bottom of the problem, to no avail. I recently experienced a terrible period of service over a few days which prompted me to try to get my issue finally rectified. I went through the usual process and an engineer was tasked and did visit. This engineer stated that my current router the WiFi hub was now old and talk talk have just brought a new router out which when installed will remedy the fault. My router has always been the type which also required the open reach modem to run. The engineer said because I am now on the fiber 250 the old style of router can not handle the quicker speeds hence why you need the new style of router and told me the new router does not need the modem to run . Unfortunately the engineer did not have any in his van so told me he would report this issue his end and told me to contact talktalk to prompt them to arrange delivery. I subsequently gave talk talk a few days and then contacted them and much to my annoyance the engineer had lied according to talk talk and said there was no mention of me needing a new router at all and he had written that he could not find a fault and everything was fine. The call handler was very reluctant to assist and made me, yet again, jump through all the usual tedious hoops before finally passing me through to the hardware team, which she only did because I had given up at this point and asked to be put through to someone who could advise me on how to cancel my contract.
Once put through the next rep quickly agreed to send out the new style of router so I agreed to this and try it when it arrived.
Unfortunately I took delivery of the router but it was the same old style so now I'm at a complete loss.

So I just wondered if anyone in the community, has had a similar experience and also does anyone know if talk talk has even brought out a new style of router that doesn't need the openreach modem. If so is it identical to the old style in appearance? I have checked the label on the back of both routers and they both appear to be identical (same serial, model etc). I know I should phone talktalk again but I don't think I can take the stress again hence me trying my luck on here first. Anybody please help!

Re: Help does a new router actually exist?

Skynet_TX — Sun, 05 Feb 2023 19:49:38 GMT

Hi @Edd24,

The service you have will always need two boxes. The first box that the outside line connects to is the modem/ONT (owned by Openreach), your TalkTalk router will then be connected to that modem/ONT.

So you have to have the two boxes, the latest model of router that TalkTalk are providing is the Sagemcom Wi-Fi Hub. there are two different models of this hub, the original Hub is 5364, the Hub2 is 5464.

For one of the TalkTalk Support Team 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 (this is shown in ‘My Account’) OR add your account number to the ‘private notes’ section if you have Full Fibre with no landline
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 Support Team on this community can see your profile details).

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

Re: Help does a new router actually exist?

Gondola — Sun, 05 Feb 2023 19:49:47 GMT

Fibre 250 is provided by the Openreach Gfast 250Mbps product and that does still require an Openreach Gfast modem and a Gfast faceplate fitted to the front of the Openreach Master Socket.

There is no newer router from TalkTalk as there is no TalkTalk router that incorporates a Gfast modem. In that respect the Openreach engineer is misinformed. The Wi-Fi Hub Sagemcom 5364 is capable of Gigabit broadband or 900Mbps downstream speeds although TalkTalk do now offer the eero 6 router or eero Pro 6 router for Full Fibre packages at the top end speeds.

I'll ask TalkTalk Support to check your package and speeds. Just leave the Hub connected and powered.

Prepare for TalkTalk Support - include in the Community Profile (not in these public posts):

Account holder name, TalkTalk home 'phone number

Alternative mobile contact number. Full address with postcode (in the Location box)

Scroll down to Private notes to add the customer email address and account number

Check and Save changes

Select here: Update your profile

Re: Help does a new router actually exist?

Gondola — Sun, 05 Feb 2023 19:54:11 GMT

Ah, Skynet_TX has also picked up this topic. Got there just before me. Exact same answer. I'll leave you in the capable hands of Skynet_TX and TalkTalk Support from here on.

Re: Help does a new router actually exist?

Edd24 — Sun, 05 Feb 2023 23:42:29 GMT

Thanks all for the support. I have updated my profile as requested but I was unable to locate my home phone number as I am locked out of my account and as I have never used the home phone I don't know the number.

Everything else has been updated including the act no!

Re: Help does a new router actually exist?

Anonymous — Mon, 06 Feb 2023 07:04:28 GMT

Hello,

Can you please update your community profile to include your:

TalkTalk Telephone number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Re: Help does a new router actually exist?

Skynet_TX — Mon, 06 Feb 2023 08:19:27 GMT

@Edd24 If you happened to have a phone handset that you could plug into the line, then dialling 17070 would read back the phone number.

@Anonymous It sounds like the customer does not know their landline phone number and can't access 'My Account'

Re: Help does a new router actually exist?

Gliwmaeden2 — Mon, 06 Feb 2023 08:26:25 GMT

@Edd24, your account number can be added in lieu of a phone number.

You should be able to find this in the simple billing notification email that you receive each month.

Remember to SAVE CHANGES.

Re: Help does a new router actually exist?

Edd24 — Mon, 06 Feb 2023 08:31:45 GMT

I have found my landline and updated my profile thank you!

Re: Help does a new router actually exist?

Edd24 — Mon, 06 Feb 2023 08:32:44 GMT

Wow so helpful, I wish talktalk's call center was this proactive🤭

Re: Help does a new router actually exist?

Chris-TalkTalk — Mon, 06 Feb 2023 08:45:39 GMT

Hi Edd,

Thanks for updating your profile.

The wifi hub has been out for a few years but it's still a current model that supply to both our FTTC and FTTP customers. How has the connection been over the last few days?

Chris

Re: Help does a new router actually exist?

Edd24 — Mon, 06 Feb 2023 12:26:20 GMT

Still not great 😭

Re: Help does a new router actually exist?

Chris-TalkTalk — Mon, 06 Feb 2023 12:45:13 GMT

Have you noticed if the light changes on the modem when the connection drops?

Chris

Re: Help does a new router actually exist?

Edd24 — Mon, 06 Feb 2023 20:03:11 GMT

Sorry for delay yes at time it will flash amber. But my engineer did mention that it wasnt always doing flashing amber when there.is a drop/fault.

I haven't plugged the new router in yet should I do this or is someone still testing my line etc.

Re: Help does a new router actually exist?

Skynet_TX — Mon, 06 Feb 2023 21:21:10 GMT

Hi @Edd24,

When you say the amber light flashes, I assume you are talking about the TalkTalk router, but have you noticed if the lights on the other box (the Openreach modem) do anything different when you are having issues.

It would be best to leave the TalkTalk router connected for now, as the support team here can only provide support for a TalkTalk supplied router, so it is easier for them to run diagnostics etc. with your current router connected. However if they did ultimately suspect the router may be at fault then they may well suggest trying an alternative router to see if that resolves the issue. But if the lights on the Openreach modem are doing something different when you lose connection then it is more likely there is an issue with the line, and an alternative router is not likely to help.

Re: Help does a new router actually exist?

Chris-TalkTalk — Tue, 07 Feb 2023 08:06:48 GMT

Hi Edd,

Just to confirm, is the flashing light on the modem or the router?

Chris

Re: Help does a new router actually exist?

Edd24 — Tue, 07 Feb 2023 09:27:56 GMT

Due to work family etc. I have just now plugged the new router in and is confirmed as working which I received on Saturday.

The amber flashing light was on the old router and on the previous one before that (I'm on my third). To be honest I have never really paid much attention to the modem as I was told by the original engineer who installed it to just leave it alone so it's in a shelf below the router, out of sight. But for clarification see the attached pic for the layout of its l.e.d.s.

I will now pay attention to the modem as well during a fault. Could anyone also explain the talk talk refund policy. I have only just been made aware of it would I qualify and how do I go about requesting one?

Re: Help does a new router actually exist?

Chris-TalkTalk — Tue, 07 Feb 2023 10:11:08 GMT

OK thanks 🙂

Regarding compensation please see - (1) About your auto compensation credit - TalkTalk Help & Support

Thanks

Chris

Re: Help does a new router actually exist?

Edd24 — Tue, 07 Feb 2023 12:16:51 GMT

Do you know what constitutes a "total loss of service would continuing drops over the period of 48 hrs qualify?

Re: Help does a new router actually exist?

Chris-TalkTalk — Tue, 07 Feb 2023 12:19:21 GMT

Sorry, no, intermittent connection wouldn't qualify

Chris