topic Re: when can I expect re-connection to internet? in Fibre

when can I expect re-connection to internet?

kannank — Tue, 19 Sep 2023 10:55:36 GMT

Hello,

(edit: mods, can you please move to fiber forum please? I have fiber 35 account)

I moved house and got an email saying I can connect my router and the connect should start to work. Also I got conflicting SMS stating I need/ dont need an engineer to setup.

Earlier the connection was through optic fiber, so had the router connected directly via ethernet (DHCP setting).

now, after move, it is back to copper and hence I have connected the phone line and changed the IPV4 setting to PPP.

anything else needs to be changed?

The orange light in the router is flashing slowly and no internet.

Anything I need to check/ reconfigure?

When can I can expect to be reconnected?

thanks.

Re: when can I expect re-connection to internet?

Chris-TalkTalk — Tue, 19 Sep 2023 11:08:48 GMT

Hi kannankariraman,

Is the telephone number in your community profile your current TalkTalk landline telephone number?

Chris

Re: when can I expect re-connection to internet?

kannank — Tue, 19 Sep 2023 11:47:48 GMT

hello,

Apologies, I have just updated with the updated number of the new house.

Re: when can I expect re-connection to internet?

Chris-TalkTalk — Tue, 19 Sep 2023 13:11:24 GMT

OK thanks. Is your router currently switched on and connected to the master telephone socket?

Chris

Re: when can I expect re-connection to internet?

kannank — Tue, 19 Sep 2023 13:16:52 GMT

Hi Chris,

yes, the router is ON and connected to master socket.

Re: when can I expect re-connection to internet?

Chris-TalkTalk — Tue, 19 Sep 2023 13:37:59 GMT

Ok thanks. Which router do you have?

Chris

Re: when can I expect re-connection to internet?

kannank — Tue, 19 Sep 2023 13:41:17 GMT

Stock talktalk hub (version 2?).

grey one with light low center.

Re: when can I expect re-connection to internet?

Chris-TalkTalk — Tue, 19 Sep 2023 14:05:38 GMT

OK thanks. I'd suggest resetting the router to factory default settings just to make sure that it has the correct settings.

Chris

Re: when can I expect re-connection to internet?

kannank — Tue, 19 Sep 2023 17:11:32 GMT

Hi Chris,

I have reset the router. No change. Slow orange flashing light.

Re: when can I expect re-connection to internet?

Gliwmaeden2 — Tue, 19 Sep 2023 17:16:44 GMT

Staff will be back during the day, @kannank.

Re: when can I expect re-connection to internet?

kannank — Tue, 19 Sep 2023 17:42:38 GMT

Hi Gliwmaeden2,

Thanks,

Am just adding some findings..

The general status page only shows wlan connection as disconnected... Not sure if I can use the same router form optical fiber back to copper.

The logs do not even show to attempt a connection... Not sure what is happening???

Re: when can I expect re-connection to internet?

kannank — Tue, 19 Sep 2023 23:43:08 GMT

Do I need a openreach modem for fiber35 fttc as specified in https://community.talktalk.co.uk/t5/Articles/Check-your-router-setup/ta-p/2204690

There was no engineer visit at all. Please support in resolving.

Re: when can I expect re-connection to internet?

Chris-TalkTalk — Wed, 20 Sep 2023 07:21:33 GMT

Hi kannankariraman,

You don't need an Openreach modem. Could you connect the router to the test socket, if you have one - Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: when can I expect re-connection to internet?

kannank — Wed, 20 Sep 2023 08:25:14 GMT

Hi Chris,

I tried the test socket as well. opened the case from NTE5(/C?) master socket and plugged it directly in the test socket. just the same slowly blinking orange light. tried turning off and unplugged the whole setup for an hour and tired again. no luck.

phone line is working ok with minor disturbances heard on line.

As I mentioned earlier, the maintenance logs do not show an attempt to connect. there are only wifi events and sys logs for login and router reset.

Re: when can I expect re-connection to internet?

kannank — Wed, 20 Sep 2023 08:28:19 GMT

My TalkTalk account also shows the old FTTPxxxxxxxx account number from the previous house. shouldn't this also be removed once I moved house? Old phone number shows up as disconnected.

Re: when can I expect re-connection to internet?

Chris-TalkTalk — Wed, 20 Sep 2023 08:34:01 GMT

Thanks for the information. My Account can take a while to update but I can see that the service went live yesterday. Could you just take a look at the label on the router and confirm the make and model

Thanks

Chris

Re: when can I expect re-connection to internet?

kannank — Wed, 20 Sep 2023 08:43:17 GMT

Router Model:

Sagemcom

TalkTalk Wi-Fi Hub

device ver FAST 5364-3.T8

Re: when can I expect re-connection to internet?

Chris-TalkTalk — Wed, 20 Sep 2023 08:45:25 GMT

Thanks, and you reset the router to factory setting as per the instructions here - Restore your router to factory settings - TalkTalk Help & Support

Re: when can I expect re-connection to internet?

kannank — Wed, 20 Sep 2023 08:48:45 GMT

Hi Chris,

that is correct. it was reset via the UI first and then via the reset button at the back. The router is completely reset.

Re: when can I expect re-connection to internet?

Chris-TalkTalk — Wed, 20 Sep 2023 09:24:15 GMT

OK thanks. I think we should try another router, would you like me to send one?

Chris