topic Connection issues in Fibre

Connection issues

hodgsoi1 — Wed, 12 Apr 2023 12:55:39 GMT

Hi there, I’m having connection issues in that the router is not connecting to the internet. I’ve been in touch with tech support and they have sent a new router but this does not connect. I have 4 green lights on the Ont box but no connection out. The router attempts to connect but just times out. My local network is connected to the router ok. Any suggestions please?

hodgsoi1

Re: Connection issues

Karl-TalkTalk — Wed, 12 Apr 2023 13:29:03 GMT

I'm showing a device online currently with an authentication record from 14:06

Are you now online or still seeing an issue ?

Karl

Re: Connection issues

hodgsoi1 — Wed, 12 Apr 2023 14:50:34 GMT

Hi Karl, thanks for your message. I have managed to get the original router to connect- I do not know why, but as I have been supplied with a new router I have decided to try it in case the original one has an intermittent issue and this will be the reason you saw it connected. I also had the same issues with this router connecting but has for the moment resolved itself. It still doesn’t explain why the new supplied router doesn’t connect. Ian

Re: Connection issues

Karl-TalkTalk — Thu, 13 Apr 2023 07:34:33 GMT

Can you tell me the model of the first router, and then the model of the new router.

Thanks

Karl.

Re: Connection issues

hodgsoi1 — Thu, 13 Apr 2023 10:22:13 GMT

Hi Karl, the original router is a Sagecom FAST 5464-2.T4 and the new router is a Sagecom FAST 5364-3.T8. I was sent instructions for a DSL connection with it. Does this mean that I have been sent a DSL router instead of a FTTP one?

Ian

Re: Connection issues

Karl-TalkTalk — Thu, 13 Apr 2023 10:45:23 GMT

Hi,

So, the 5464 is what we call the HUB 2, the 5364 is the HUB 1, main difference is that the Hub 2 has the phone port ar the back.

With city fibre, the hub 1 needs to have a different profile set.

Would you like me to change the profile so you can then connect the new HUB 1 (5364)

Thanks

Karl.

Re: Connection issues

hodgsoi1 — Thu, 13 Apr 2023 11:35:26 GMT

Yes please Karl.

Re: Connection issues

Karl-TalkTalk — Thu, 13 Apr 2023 11:48:42 GMT

Profile changed - give it about 15 minutes to go through then connect the other router and see if it will connect.

Karl.

Re: Connection issues

hodgsoi1 — Thu, 13 Apr 2023 12:17:10 GMT

Thanks Karl. That’s the new router connected. Thanks again for your help. Ian

Re: Connection issues

Karl-TalkTalk — Thu, 13 Apr 2023 12:18:47 GMT

You're Welcome 🙂

Regards

Karl