topic Re: Requesting new router in Fibre

Requesting new router

NatHarry — Fri, 23 Feb 2024 13:46:41 GMT

We’ve been advised from a recent engineer visit to request a new router as ours was purchased in 2020. We've had drops in connection and more recently, despite download speed showing as ok, the actual download comes out very slow. Please can we have an updated router? Thanks @@Debbie-talktalk

Re: Requesting new router

Debbie-TalkTalk — Fri, 23 Feb 2024 13:51:16 GMT

Hi NatHarry

Thank you for creating a new topic. I've ordered the replacement router for you, please allow 24-48hrs for this to arrive.

Let us know once you have received and tested with the new router.

Debbie

Re: Requesting new router

Debbie-TalkTalk — Tue, 27 Feb 2024 07:31:25 GMT

Hi NatHarry

Have you received the router?

Re: Requesting new router

NatHarry — Tue, 27 Feb 2024 13:55:01 GMT

Hi Debbie,

The router arrived really quickly! We tested and there seemed to be less connection drops in the beginning but the download issue stayed the same.

I used TalkTalk’s connection test which prompted another engineer visit, as the problem was said to be between the exchange and our home.

The engineer swapped out the wires and power cable. Once he had worked on the router, the download/upload speeds more than doubled, but this morning the connection has dropped three times following the “resolved” email. Is there any way this can be double checked?

Thanks

Re: Requesting new router

Anonymous — Tue, 27 Feb 2024 14:03:48 GMT

Hello,

Thanks for the update and I'm sorry to hear this. I've run a test on the line now which has detected a potential fault. Is the voice service ok with no noise on the line please?

Michelle

Re: Requesting new router

NatHarry — Tue, 27 Feb 2024 14:13:15 GMT

Hi Michelle,

We don’t have access to the voice service.

Thanks

Re: Requesting new router

Chris-TalkTalk — Tue, 27 Feb 2024 15:10:46 GMT

Hi NatHarry,

Line test isn't showing any disconnections today, did you notice if the light changed on the router when the connection dropped?

Chris

Re: Requesting new router

NatHarry — Tue, 27 Feb 2024 15:27:10 GMT

Hi Chris!

Latest one we’re aware of happened approx 9:50 this morning - routinely when this happens, all devices lose connection and the router blinks orange, then white/orange, then resumes connection. This can happen sporadically, maybe once a day or a few times.

Thanks

Re: Requesting new router

Chris-TalkTalk — Tue, 27 Feb 2024 15:48:53 GMT

OK thanks. If there are any more disconnection this evening could you make a note of the time and if the router light changes colour. I'll pick this up tomorrow and check the disconnections against the line history

Chris

Re: Requesting new router

NatHarry — Wed, 28 Feb 2024 07:49:07 GMT

Hi Chris,

The latest loss of connection we noticed was at 5:15pm and the router flashed orange, then orange and white. Thanks

Re: Requesting new router

Chris-TalkTalk — Wed, 28 Feb 2024 08:19:25 GMT

Thanks. I can see that there were connection drops and a high number of errors at times. Is the router currently connected to the test socket as line test is picking up a potential home wiring issue?

Chris

Re: Requesting new router

NatHarry — Wed, 28 Feb 2024 09:00:58 GMT

Hi Chris,

The router is connected to the master socket. Thanks

Re: Requesting new router

Chris-TalkTalk — Wed, 28 Feb 2024 09:04:04 GMT

OK thanks. Is the master socket the only socket you have in the house?

Does your master socket have a test socket? - Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: Requesting new router

NatHarry — Wed, 28 Feb 2024 09:07:57 GMT

Hi Chris,

There is another socket but this is unusable as there is no power source in the room for the router. Thanks

Re: Requesting new router

Chris-TalkTalk — Wed, 28 Feb 2024 09:22:38 GMT

Thanks. Could you take a look at the help article in my previous post and let me know which type of master socket you have

Chris

Re: Requesting new router

NatHarry — Wed, 28 Feb 2024 09:25:19 GMT

Hi Chris,

We have the NTE 5C MK 4. Thanks

Re: Requesting new router

Chris-TalkTalk — Wed, 28 Feb 2024 09:29:14 GMT

OK thanks. Could you try connecting the router to the test socket. You'll need to connect it with a micro-filter. The test socket is accessible by removing the master socket faceplate

Chris

Re: Requesting new router

NatHarry — Thu, 25 Apr 2024 08:29:53 GMT

Hi team,

Dealt with this for a while but have had more frequent drops in connection over the past week or so with bad download speeds. I need advice on how to access this test socket under the faceplateas there’s just the original socket and the clear plastic bit seems fixed in there?

Thanks

Re: Requesting new router

Debbie-TalkTalk — Thu, 25 Apr 2024 08:44:06 GMT

Hi NatHarry

Thanks for your reply.

The little socket in between the 2 screws is the test socket. You can connect the microfilter and router there.

Re: Requesting new router

NatHarry — Thu, 25 Apr 2024 08:48:24 GMT

Thanks Debbie, the main socket looked a totally different shape to the microfilter connector but it is connected now! Has this helped the situation at all?

Thanks