topic Re: New fibre router but no fibre box in Fibre

New fibre router but no fibre box

RonJB — Wed, 11 Jun 2025 12:05:47 GMT

I was advised my router was too old in February and that TT would contact me about options for a replacement. Received an email last week recommending a new router for £80. Clicked on the link hoping to find more information and automatically ordered a new one (maybe not the best way of going about this, guys). It arrived today and the instructions said I need to plug it into either my white or black fibre box. Sadly I do not have a fibre box.

Went to the online "help" chat and I think I booked an engineer (see text), but whether I will be charged or it is part of the £80 I have paid I do not know. Why do communication companies have to be quite so bad at facilitating communications with its customers?

[09:34, Jun 11] You: Engineer Related

[09:34, Jun 11] Sara: vertical [Rich Content: Preview not available]

[09:34, Jun 11] You: Book / Amend Engineer Appointment

[09:34, Jun 11] Sara: vertical [Rich Content: Preview not available]

[09:34, Jun 11] You: New

[09:34, Jun 11] Sara: vertical [Rich Content: Preview not available]

[09:34, Jun 11] You: Confirm

[09:34, Jun 11] Sara: Thanks for letting us know! Someone who is over the age of 18 must be present for the duration of the engineering visit, or else the engineer will not be able to complete their work and if this is the case, a missed appointment charge will be issued.

Re: New fibre router but no fibre box

Mandisa-TT — Wed, 11 Jun 2025 13:30:42 GMT

Hi @RonJB thank you for bringing this into our attention, the communication that was sent regarding the out of warranty router had an option and had a link to click if you want to purchase the WiFi hub. Can you provide a picture of the equipment that was delivered to you.

Re: New fibre router but no fibre box

RonJB — Wed, 11 Jun 2025 13:44:40 GMT

It's not the router's problem. It is that I have an antique wall socket which wasn't upgraded when I moved here four years ago. See: wall socket

Re: New fibre router but no fibre box

Mandisa-TT — Wed, 11 Jun 2025 14:02:24 GMT

I understand, I need to see what type of WiFi hub, please provide a picture of the equipment that was sent to you

Re: New fibre router but no fibre box

RonJB — Wed, 11 Jun 2025 14:08:34 GMT

Here's a pic of the back of the router (otherwise it is just a featureless black box). I've covered all the passwords.router

Re: New fibre router but no fibre box

RonJB — Wed, 11 Jun 2025 14:09:23 GMT

Oh, I should add that when I did plug it all in, I got a slowly flashing orange light. Nothing else.

Re: New fibre router but no fibre box

Mandisa-TT — Wed, 11 Jun 2025 14:14:30 GMT

I understand, can you follow the below link to set it up and if you are still experiencing issue let know we will be able to run checks because the hub is compatible on the socket you have provided.

Set up your Wi-Fi Hub or Wi-Fi Hub Black

Re: New fibre router but no fibre box

RonJB — Wed, 11 Jun 2025 14:20:01 GMT

Did you read the part where I said I DID set it up and only received an orange flashing light? And if I do plug it in, how am I to know if/when you are running tests as I will not have internet access

Re: New fibre router but no fibre box

RonJB — Wed, 11 Jun 2025 14:31:21 GMT

Plugged it back in anyway, and just the flashing orange light for five minutes.

Re: New fibre router but no fibre box

Mandisa-TT — Wed, 11 Jun 2025 14:35:43 GMT

Thank you for confirming, are you on mobile data or did you switch the router to the old one after getting the flashing orange for five minutes?

Re: New fibre router but no fibre box

RonJB — Wed, 11 Jun 2025 14:37:52 GMT

I plugged the old one back in.

Re: New fibre router but no fibre box

Mandisa-TT — Wed, 11 Jun 2025 14:52:14 GMT

I understand we need to check the new router to identify the issue since it is compatible. Can you plug it back in and use mobile data for the checks? If not, please call us directly, and we can run the checks for you. Here is the number to our customer service department 03451720088 who will be able to assist you moving forward, you can contact them between the times Monday - Friday 9am - 7pm ; Saturday - 9am - 6pm ; Sunday - Closed

Re: New fibre router but no fibre box

ferguson — Wed, 11 Jun 2025 14:54:59 GMT

Did you swap out the DSL cable for the one that came with the new router? Have you tried connecting at the test socket using a plugin microfilter?

Re: New fibre router but no fibre box

RonJB — Wed, 11 Jun 2025 14:58:43 GMT

Yes, of course I used the new cable. And why would I have a microfilter lying around? I'm not an engineer. I will plug it back in now.

Re: New fibre router but no fibre box

Gliwmaeden2 — Wed, 11 Jun 2025 15:45:38 GMT

Talktalk routers usually come with 2 micro filters supplied - anybody wanting to use their landline handset would need to use one so the router goes in one bit, the phone connects to the other bit of the micro-filter and the micro-filter itself goes on the master socket, @RonJB.

It's not at all unusual to have a few spare lying around over the years. Check boxes that equipment came in.

Re: New fibre router but no fibre box

RonJB — Wed, 11 Jun 2025 15:57:14 GMT

Sadly, the engineer set up the old router when I moved here and took all the excess stuff away. There are none in the new box.

Re: New fibre router but no fibre box

RonJB — Wed, 11 Jun 2025 17:34:38 GMT

By the time I located the tests I assume you were referring to, I had run out of my daily mobile allowance. The orange light stayed blinking.

I'll give it another try tomorrow and go back to the old modem for now.

Re: New fibre router but no fibre box

ferguson — Wed, 11 Jun 2025 17:57:55 GMT

You can't run a test without a microfilter, this has an adapter so that the DSL cable can connect to the test socket, which is otherwise suitable only for a phone connection. If the old router is working then you may as well stick with that pending further advice from the support team.

Re: New fibre router but no fibre box

RonJB — Thu, 12 Jun 2025 19:16:09 GMT

I've added two pages from the setup instructions that came with my router. There seems to be some confusion about when the green light will come on, as it happens in both step two and six. My router remains blinking orange. The fibre connection box is nothing like the old plug on my wall (see previous picture).

I still have no idea whether I did book an engineer with the AI assistant. And I'm still using my old router, which has been rather temperamental today. Hopefully someone from TT will be able to shed some light on my £80 purchase.

setup page 1

setup page 2

Re: New fibre router but no fibre box

ferguson — Thu, 12 Jun 2025 19:38:02 GMT

OK, but that only applies if you have Full Fibre, which apparently you don't?