topic Re: Faulty Routers in Fibre

Faulty Routers

andrewcg — Mon, 17 Mar 2025 11:33:05 GMT

I've been without internet access for over two weeks now.

The router flashes the orange light fast then flashes the orange light slow but never connects. It just keeps repeating this. I've had 2 "new" routers sent but they do exactly the same thing. Reseting the router does nothing. It's like they're stuck in a constant boot loop. The ethernet light on the wall box comes on when it's flashing fast but goes off when flashing slow.

Two seperate engineer visits can find no problem with the line and plugging my laptop into the wall box directly also shows there's a connection, but obviously I can't do anything with it without a working router. The ethernet light stays on constantly when I have it connected to my laptop so it's not a problem with my line, it's clearly a problem with the routers.

I've tried using the online help chat 4 times and every time it's taken 2 hours+ because they keep asking the same questions when nothing has changed on my end, and there doesn't seem to be a fast track option just to get a new router sent that might actually work.

I need a router that will actually work or for my contract to be terminated so I can go with a company who can provide the service I'm paying for.

Re: Faulty Routers

KeithFrench — Mon, 17 Mar 2025 11:40:28 GMT

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

Re: Faulty Routers

Karl-TalkTalk — Mon, 17 Mar 2025 11:50:06 GMT

I've made a change to the profile, can you power off the router and ONT for 30 minutes, then power on and retest.

Thanks

Karl.

Re: Faulty Routers

andrewcg — Mon, 17 Mar 2025 13:39:46 GMT

Hi.

Done that. Still no change.

The engineer today suggested an Eero 6 router as he's not come across any problems with those but is finding the normal one is constantly failing and causing problems for customers.

Re: Faulty Routers

Karl-TalkTalk — Mon, 17 Mar 2025 14:03:43 GMT

I don't think this is a router issue, bit something to do with authentication.

I've passed this to our network team to take a look.

Thanks

Karl.

Re: Faulty Routers

andrewcg — Wed, 19 Mar 2025 09:46:04 GMT

Is there any update on this? I've had no communication about anything trying to be fixed and nothing has changed on my end.

3 weeks I've been paying for a service I'm not getting and I can't cancel without having to pay a fee.

I've had to sign up for a mobile broadband service just to keep my home connected during this time.

I've completed a monitoring form to ofcom and have logs of all chats with customer service for when I need to take this to CISAS.

I just want it sorted.

Re: Faulty Routers

Karl-TalkTalk — Wed, 19 Mar 2025 10:00:52 GMT

i've emailed the team to chase.

Thanks

Karl.

Re: Faulty Routers

Karl-TalkTalk — Wed, 19 Mar 2025 12:46:41 GMT

Our teams tried to give you a call but got no answer, so will try again.

They have asked to confirm the following :

1) The Router is connected to the ONT using the supplied Ethernet cable.

2) Router and ONT are connected to the correct power supply and turned on.

Thanks

Karl.

Re: Faulty Routers

andrewcg — Wed, 19 Mar 2025 18:32:44 GMT

Apologies, I was at work.

Everything is on and connected with the supplied cables.

Re: Faulty Routers

Karl-TalkTalk — Thu, 20 Mar 2025 08:54:47 GMT

I've confirmed that, and also included your comments from the first post. They will try to contact you again.

Karl.

Re: Faulty Routers

andrewcg — Thu, 20 Mar 2025 18:57:00 GMT

Still waiting on someone to reach out to me.

Re: Faulty Routers

Chris-TalkTalk — Fri, 21 Mar 2025 13:25:58 GMT

Hi Andrew,

Has anyone contacted you today?

Chris

Re: Faulty Routers

andrewcg — Fri, 21 Mar 2025 13:35:09 GMT

Yes, they have.

Thank you.

Re: Faulty Routers

Chris-TalkTalk — Fri, 21 Mar 2025 13:36:45 GMT

That's great, thanks for letting me know

Chris

Re: Faulty Routers

andrewcg — Fri, 21 Mar 2025 18:53:25 GMT

The lady I was speaking to today said it might have been a dodgy plug. When I got home I found a different plug for another device that fits and has the same power rating, and it works.

So all this time it was just some a couple of dodgy plugs. I don't know whether to laugh or cry. It's been 3 weeks...

Re: Faulty Routers

Karl-TalkTalk — Mon, 24 Mar 2025 06:23:09 GMT

I'm glad to hear you have got to the bottom of this.

Karl.

Re: Faulty Routers

Rachread888 — Sun, 04 May 2025 16:26:37 GMT

Can someone please tell me what plug you mean? I also have this error

Re: Faulty Routers

andrewcg — Sun, 04 May 2025 18:48:31 GMT

The main power cable from the wall socket to the router.

Re: Faulty Routers

sabelo-TT — Thu, 08 May 2025 08:19:29 GMT

@andrewcg, thank you for making us aware of this. Please update your community profile and add your landline number and/or account number so your account can be identified. Please don't post personal information here.

https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info