topic Re: Router flashing orange after full fibre install in Full Fibre

Router flashing orange after full fibre install

Joe71 — Fri, 20 Oct 2023 16:48:16 GMT

Flashing orange and no internet after “upgrade” to full fibre - please can someone explain?

Re: Router flashing orange after full fibre install

ferguson — Fri, 20 Oct 2023 18:32:13 GMT

Can you explain if this is related to your City Fibre topic or something else?

Re: Router flashing orange after full fibre install

Joe71 — Fri, 20 Oct 2023 18:36:52 GMT

It relates to my parents recent City Fibre install (I tried to warn them against it but was too late). So the old copper internet stopped working after the install. The new full fibre install just offers a flashing orange light. My parents are not tech savvy - what should they do without trying to call TalkTalk and get passed around departments?

Thanks

Re: Router flashing orange after full fibre install

ferguson — Fri, 20 Oct 2023 18:49:56 GMT

OK, so you are posting on behalf of your parents? Can the account holder not post on their own behalf? Otherwise the support team will need some details of theirs. And bear in mind that they won't pick this up until Monday at the earliest. You/they can try using the other customer service channels in the meantime.

Re: Router flashing orange after full fibre install

Joe71 — Fri, 20 Oct 2023 18:53:48 GMT

I am posting on behalf of my parents. Forums like this are complicated for some.

What causes the orange flashing light? What does it mean?

Re: Router flashing orange after full fibre install

ferguson — Fri, 20 Oct 2023 19:23:20 GMT

It means the connection between the ONT and router isn't working. Did the installation guys not check all this before leaving? What lights are showing on the ONT?

Re: Router flashing orange after full fibre install

Joe71 — Fri, 20 Oct 2023 19:31:26 GMT

City Fibre didn’t check because they didn’t have a wire to connect from the new box to the router. I’ve had to get one for my parents. There are 4 green lights on the new box on the wall.

Re: Router flashing orange after full fibre install

ferguson — Fri, 20 Oct 2023 19:34:32 GMT

So how is the router connected to the ONT just now? It should be an ethernet cable from the WAN port on the router to the LAN port on the ONT.

Re: Router flashing orange after full fibre install

Joe71 — Fri, 20 Oct 2023 19:37:17 GMT

That’s how it’s connected

Re: Router flashing orange after full fibre install

ferguson — Fri, 20 Oct 2023 19:45:18 GMT

OK. Try switching off the ONT for a full 30 minutes. Then do the same with the router. Then switch them back on in reverse order i.e. ONT, wait for all the lights to come on and then the router. If there is still no connection then get in touch with Full Fibre customer services directly when they reopen tomorrow, or wait for the support team here to pick this up.

Re: Router flashing orange after full fibre install

Chris-TalkTalk — Mon, 23 Oct 2023 06:36:01 GMT

Hi Joe71,

How are you getting on, did you try ferguson's suggestions?

Chris

Re: Router flashing orange after full fibre install

Joe71 — Mon, 23 Oct 2023 06:44:55 GMT

Good morning,

Yes, tried but no joy. My parents phoned over the weekend but not a full compliment of staff working so they’ll try phoning again today.

Re: Router flashing orange after full fibre install

Chris-TalkTalk — Mon, 23 Oct 2023 06:56:26 GMT

OK thanks. Is the telephone in your your community profile your parents number?

Chris

Re: Router flashing orange after full fibre install

Joe71 — Mon, 23 Oct 2023 07:34:51 GMT

No that’s my own number. Their home phone doesn’t work either since the upgrade. They have a dial tone but can’t make calls. If I call their phone it goes to the voicemail.

So it looks to me like the copper line and broadband are now inactive, and the new full fibre line hasn’t yet been activated.

Re: Router flashing orange after full fibre install

Chris-TalkTalk — Mon, 23 Oct 2023 10:08:01 GMT

Could you add your parents account number or TalkTalk landline telephone number to the private notes section of your community profile and I'll take a look at this for you

Chris

Re: Router flashing orange after full fibre install

Joe71 — Mon, 23 Oct 2023 12:31:55 GMT

I don’t know how to find the private notes section but I’ve added their number as the alternative number.

Re: Router flashing orange after full fibre install

Chris-TalkTalk — Mon, 23 Oct 2023 13:05:39 GMT

OK, I'll take a look now

Chris

Re: Router flashing orange after full fibre install

Chris-TalkTalk — Mon, 23 Oct 2023 13:25:09 GMT

OK, I've made a change, could you ask you parents to give it an hour and then retest. Please let me know how you get on

Chris

Re: Router flashing orange after full fibre install

Joe71 — Mon, 23 Oct 2023 13:29:30 GMT

Will do. Thank you.

Re: Router flashing orange after full fibre install

Chris-TalkTalk — Mon, 23 Oct 2023 13:33:40 GMT

Thanks 🙂