topic Re: WiFi connection problems in Fibre

WiFi connection problems

Leahbrown7890 — Fri, 27 Dec 2024 11:31:25 GMT

Hi,

I have been with talk talk over 2 years never had a problem. Then a few weeks ago we were upgraded to the new full fibre. Since having that installed we had a couple of small issues such as devices buffering, so decided to plug old router back in as we never had any issues with it. That has been working fine for the last 2 days, however since 6am this morning neither the new or old routers are working and are flashing orange. I have tried resetting them both, I spoke to someone who told me the new box is faulty so they are sending a new one out, however I am confused because if it is an issue with the new router then why has the old one suddenly stopped working, I’m worried it is more of a connection issue and not an issue with the router, can anyone give me any advice? Thanks

Re: WiFi connection problems

KeithFrench — Fri, 27 Dec 2024 11:42:50 GMT

This sounds like a connection issue between the router & ONT or the full fibre rather than a router issue. What lights are on the ONT & what happens if you turn the ONT off for at least 30 mins?

Re: WiFi connection problems

Leahbrown7890 — Fri, 27 Dec 2024 11:49:21 GMT

The new box on the wall they installed when doing the upgrade is showing the power and PON lights on, the data light was flickering but is now completely off. However the old router I have been using for the past 2 days does not connect to the new on the wall box it is connected with the grey broadband cable and that is now not working either.

Re: WiFi connection problems

Karl-TalkTalk — Fri, 27 Dec 2024 11:59:37 GMT

Can you please update your Community Profile to include your

Name
TalkTalk Telephone number or Account 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

Karl

Re: WiFi connection problems

Leahbrown7890 — Fri, 27 Dec 2024 12:09:12 GMT

Hi, I have updated my account with my account number

thanks

Re: WiFi connection problems

Karl-TalkTalk — Fri, 27 Dec 2024 12:21:02 GMT

I'm showing a possible authentication issue, so have asked my network colleagues to have a look.

Thanks

Karl.

Re: WiFi connection problems

Leahbrown7890 — Fri, 27 Dec 2024 12:25:42 GMT

Great thanks so much. I’m just worried that the new box will come next week but it still won’t work as I am now having to use my mobile data which will eventually run out and I have 2 young children so not ideal 😩

Re: WiFi connection problems

Karl-TalkTalk — Fri, 27 Dec 2024 13:07:59 GMT

Have you tried powering off the ONT and Router for 30 minutes to reset the session.

Also, are you able to try a different cable between the router and ONT to rule out a faulty cable ?

Thanks

Karl.

Re: WiFi connection problems

Leahbrown7890 — Fri, 27 Dec 2024 14:54:24 GMT

yes I have had it switched off for a couple of hours it made no difference, unfortunately not I only have the 1 wire, however I doubt that is the issue as the old box I have been using for the past couple of days does not use that wire (it is connected with the grey broadband wire) and that is not connecting either

Re: WiFi connection problems

Leahbrown7890 — Fri, 27 Dec 2024 14:52:19 GMT

Do you know if it is possible for someone to come out and have a look?

Re: WiFi connection problems

Anonymous — Mon, 30 Dec 2024 08:14:46 GMT

Hi Leah,

I can see that my colleague Karl passed this to our Faults Escalation Team a few days ago. Have the team been in contact with you since your last post?

Thanks

Michelle