topic Re: Router order not processed in Full Fibre

Router order not processed

Morganzola1 — Thu, 03 Aug 2023 17:52:34 GMT

I set up a new contract with Talk Talk fibre 150 on 16th July. An Open Reach engineer is coming on 9th August to set things up. I contacted Talk Talk today to ask about the Router delivery as it's needed for engineer to test. Apparently the delivery wasn't processed (with my order on 16th july) and now could be late..i can't get any solid answers and am worried i may need to cancel engineer and wait weeks for another appointment. I also don't want to waste my own time (off work) or the engineer..plus i don't want to incur a charge from Open Reach. Apparently this was an error in the system..Any advice on whether i should cancel or hope that the Router turns up before next Wednesday?

Re: Router order not processed

Gondola — Thu, 03 Aug 2023 18:10:53 GMT

Don't cancel. Openreach can test with their own equipment and activate the service to the ONT using the ONT serial number.

TalkTalk have enough time to get the eero 6 to you assuming the agent has confirmed the despatch is scheduled. You can set up the eero app without needing the Openreach engineer present.

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Re: Router order not processed

Gliwmaeden2 — Thu, 03 Aug 2023 18:12:38 GMT

Usually a router would arrive within a couple of days when ordered via the forum, @Morganzola1, though there can be delays, inevitably.

Please specify: are you getting set up with FTTP and which type of router you were promised (Eero / Sagemcom).

If you complete your community forum profile details as much as possible, it should help staff get something out to you. They should pick up your post before the weekend.

Go via your avatar/name; settings. If you have a Talktalk phone number / account number put it in Personal Information. Put the order number in Private Notes, at the end of that section. SAVE CHANGES.

Re: Router order not processed

Morganzola1 — Thu, 03 Aug 2023 18:19:19 GMT

Thanks for the response. I was initially told to make sure i'd received the router before the engineer came so they could test it. Lots of mixed info from Talk Talk about various queries. Apparently the dispatch wasn't processed on the 16th July so a good job i contacted someone today. As the post can be delayed a little these days..even if the engineer can set things up without my Router..i'm still potentially going to be without Broadband for days..maybe even a week.. I can't track anything here as another issue is i can't set up My online account..Have tried to do it for weeks but it won't let me..an error message appears every time. I was asked to do that as well when i set up the plan on 16th July but no joy..

Re: Router order not processed

Gondola — Thu, 03 Aug 2023 18:32:32 GMT

Router despatch gets scheduled about a week before go-live.

Trust me, Openreach will consider their work done as soon as they've entered the ONT serial number in their handheld remote activation tool.

Re: Router order not processed

Morganzola1 — Thu, 03 Aug 2023 18:39:43 GMT

Hi and thanks for your response. They admit they messed up..i don't understand why it wasn't automatically processed when i put my order through. I can't check things on my Online account as it won't let me set one up. I've been trying for weeks and just comes up with an error message.. I was told to set Online Account up straight away..but no joy. I'm now hoping that the Router will be dispatched in time for connection next Wednesday and that the engineer isn't annoyed if i haven't received it! I can try and update my profile as much as i can..I don't have phone number now (although i wanted one) as Talk Talk won't be re engaging copper phone lines in this area..I can't even have access to the VOIP system. No explanation why..even though Open reach say that system should be available to everyone.

Re: Router order not processed

Morganzola1 — Thu, 03 Aug 2023 18:40:52 GMT

Re: Router order not processed

Morganzola1 — Thu, 03 Aug 2023 18:41:59 GMT

The Router is an Eero.

Re: Router order not processed

Morganzola1 — Thu, 03 Aug 2023 19:05:59 GMT

I have no order number either. This is probably buried in the My Account section which i can't set up.

Re: Router order not processed

Morganzola1 — Thu, 03 Aug 2023 19:12:03 GMT

I do hope they can do it without the router..like i said..only spoke with an agent today to check on status of router dispatch and they told me the router order hadn't been processed due to an error in system. I hope it has been now..i've had no confirmation. This means it will most likely arrive later than next Wednesday. The info i got on the original emails is that you must have your router before the engineer turns up. I'm just worried they'll turn up..won't do the job and have to re schedule..which will leave me with no Broadband and a long wait for another appointment..

Re: Router order not processed

Gliwmaeden2 — Thu, 03 Aug 2023 19:33:13 GMT

@Morganzola1, as you say, just put as much information as you have (eg address) in the profile area, as it will give staff something to get started.

They should be able to see the order from that and your name, and hopefully the progress of sending the router too.

Just wait for them to reply during the day now.

Re: Router order not processed

Gondola — Thu, 03 Aug 2023 20:40:50 GMT

On the day that Openreach come to fit the ONT indoors the engineers will be able to complete their work without your router. When their work is done and they've remotely activated the ONT then the eero 6 being connected to the ONT and getting an Internet connection is just for your confidence.

Openreach aren't expected to set up the eero app for TalkTalk customers and neither do TalkTalk pay them to do so as that would be the Openreach chargeable premium service alongside optimising positioning and testing with multiple devices.

Re: Router order not processed

Morganzola1 — Thu, 03 Aug 2023 22:13:05 GMT

Thanks for your info/advice. I'm just confused as to why advisors on Talk Talk have told me the router needs to arrive prior to the engineer plus i also had an email confirming this..so you can understand why i'm a little worried..especially as the router delivery wasn't processed at the time. Fo now on your advice i won't cancel Open Reach engineer and hope to get a possible confirmation from another agent that i needn't worry if it does turn up late..although i will be without Broadband. My current provider will be cut off on the 8th and that account is moving to another property.

Re: Router order not processed

Morganzola1 — Thu, 03 Aug 2023 22:16:35 GMT

Okay. I'll see what response i get as it's been mixed info' from day one unfortunately..can't set up My Account online..Router delivery not processed on 16th July and a few other questions unanswered.. Thanks again for response/advice.

Re: Router order not processed

Chris-TalkTalk — Fri, 04 Aug 2023 06:44:30 GMT

Hi Morganzola1,

As Gondola has said, the eero isn't required for Openreach to complete their work. Are you a new customer or a current customer upgrading to Future Fibre?

Chris

Re: Router order not processed

Morganzola1 — Fri, 04 Aug 2023 08:46:53 GMT

Hi Chris. Thanks for your response. I have had many mixed messages regarding this. Could you possibly tell me if the router has now been processed to be dispatched.? Had no confirmation yesterday.Even if the engineer does his work i may still be without a router/broadband next Wednesday if it hasn't turned up by then. It should have been processed on the 16th July when plan was set up. Also haven't been able to set up an online Account as an error message keeps coming up when i try to do it..nobody seems to have a solution to that either. I am a new customer although previously was with Talk Talk until 2018.

Re: Router order not processed

Gondola — Fri, 04 Aug 2023 09:24:40 GMT

Another tip for you. If the customer MyAccount isn't registering is that because you're using the email address you used before. That will not work. You must use an entirely new email address that is not a TalkTalk address. If that's the issue with your MyAccount then create a new Gmail, Yahoo Mail or Outlook.com free email address to register a new MyAccount.

Re: Router order not processed

Morganzola1 — Fri, 04 Aug 2023 09:49:39 GMT

I'm using the address i set up the new plan/account with which is an outlook address. My previous email address with talk talk should now be defunct as i closed my old account in 2018. I have already asked this question and was told it shouldn't be a problem. The email address I've submitted for new contract should work. But just get an error message. There

was a technical error

We’re very sorry and working hard to resolved this. Please try again later.

Re: Router order not processed

Gondola — Fri, 04 Aug 2023 10:02:00 GMT

Perfect. The registration ought to succeed with the outlook.com address that you registered at the order stage. Did you also register a mobile number at the order stage?

So the tip when registering for MyAccount is to use a browser like Chrome or Edge that is reset to default settings / troubleshoot mode if using Firefox. This is to make sure the cache and all cookies are cleared AND, most importantly, that there is NO tracker blocking either by the browser or by any add-on or extension. Cookies must be enabled and retained for the registration session to succeed.

Re: Router order not processed

Chris-TalkTalk — Fri, 04 Aug 2023 11:09:42 GMT

Hi Morganzola1,

The router isn't showing yet but if you could bump the thread on Monday we'll check again

Chris