topic Re: No ethernet or wifi from router but modem connected to FTTC in Fibre

No ethernet or wifi from router but modem connected to FTTC

slarty*1 — Mon, 15 Jul 2024 10:42:34 GMT

I was recently sent a new FAST 5364 router upgrade to go wih my new subcription to TalkTalk TV. When I plug the router in, it goes through its start up procedure and connects to the FTTC broadband (white light). When I first connected my laptop to the router using an ethernet cable, it showed the logon screen but would not accept the correct logon details provided with the router. It gave an error message in a pink box to the effect of a gateway connection error. After a few attempts, I did a full factory reset (twice) and now get no wifi signal from the router and no connection through any of the ethernet ports. - though the modem still connects to the VDSL line. For now, I have gone back to my old router which works.

Re: No ethernet or wifi from router but modem connected to FTTC

Debbie-TalkTalk — Mon, 15 Jul 2024 10:50:01 GMT

Hi @slarty*1

I'm sorry to hear this.

I can send a replacement router and a returns bag, would you like me to arrange this?

Re: No ethernet or wifi from router but modem connected to FTTC

slarty*1 — Mon, 15 Jul 2024 10:52:10 GMT

Yes please. Thank you for the quick response.

Re: No ethernet or wifi from router but modem connected to FTTC

Debbie-TalkTalk — Mon, 15 Jul 2024 10:57:54 GMT

Hi @slarty*1

No problem 🙂

The router and returns bag are on the way, please allow 24-48hrs for this to arrive.

Please let us know how you get on.

Thanks

Debbie

Re: No ethernet or wifi from router but modem connected to FTTC

slarty*1 — Wed, 17 Jul 2024 16:09:18 GMT

New router arrived very quickly. Plugged it in and all looking good. Great customer service from TalkTalk.

Re: No ethernet or wifi from router but modem connected to FTTC

Debbie-TalkTalk — Thu, 18 Jul 2024 05:48:01 GMT

Morning @slarty*1

That's great, thanks for letting me know 🙂

I've sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie