topic Re: Router won't turn on in Full Fibre

Router won't turn on

craigndavies — Fri, 18 Oct 2024 08:33:31 GMT

Good morning
I woke up this morning to find that my wifi router is off and won't turn back on. I'm not sure if it's a problem with the power supply or the router itself.
Are you able to assist me with resolving this?
Kind regards

Craig

Re: Router won't turn on

Anonymous — Fri, 18 Oct 2024 08:35:01 GMT

Morning Craig,

Sorry to hear this and we can look into this for you.

Can you please update your community profile to include your:

Name
TalkTalk Telephone number
Alternative contact 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

Michelle

Re: Router won't turn on

craigndavies — Fri, 18 Oct 2024 08:39:01 GMT

Hi Michelle.
Thank you for your reply.
I've updated my profile accordingly.

Re: Router won't turn on

Anonymous — Fri, 18 Oct 2024 08:41:32 GMT

Hi Craig,

Thanks, apologies could you also add your account number too please in your Community Profile.

Michelle

Re: Router won't turn on

craigndavies — Fri, 18 Oct 2024 08:43:42 GMT

Thanks Michelle - I've updated my community profile to include my account number.

Re: Router won't turn on

Anonymous — Fri, 18 Oct 2024 08:52:27 GMT

Hello,

Thank you. I've run a test on your line now which has asked us to check that all the cables from the ONT to the router are all connected securely. If you've already tried this then please let us know and we can send a replacement router for testing purposes. Are the lights ok on the ONT box?

Thanks

Michelle

Re: Router won't turn on

craigndavies — Fri, 18 Oct 2024 08:57:54 GMT

I've double-checked the cables from the ONT box to the router - and jiggled them about a bit - and they all seem fine. It might be worth running a test on the line again just to make sure?
There are two green lights on the ONT box, but no light at all on the router.

Re: Router won't turn on

Anonymous — Fri, 18 Oct 2024 09:05:15 GMT

Hi,

The LOS light on the ONT is not on is it?

Michelle

Re: Router won't turn on

craigndavies — Fri, 18 Oct 2024 09:07:45 GMT

No, the LOS light is off. The power light and the PON light are on.

Re: Router won't turn on

Anonymous — Fri, 18 Oct 2024 09:09:25 GMT

Hi Craig,

Thanks for confirming. Are you happy for us to send you a replacement router?

Michelle

Re: Router won't turn on

craigndavies — Fri, 18 Oct 2024 09:11:15 GMT

Thanks Michelle - yes a replacement router would be ideal. Would it be possible for it only to be delivered sometime from Monday 21 October onwards?

Re: Router won't turn on

Debbie-TalkTalk — Fri, 18 Oct 2024 09:13:17 GMT

HI @craigndavies

If I order this now, we usually advise 48hrs for delivery.

Would you like me to order the router today or wait until Monday morning and then order then?

Re: Router won't turn on

craigndavies — Fri, 18 Oct 2024 09:20:40 GMT

Hi Debbie. OK yes please could you place the order now.
Many thanks for your and Michelle's help with this.
Kind regards

Craig

Re: Router won't turn on

Debbie-TalkTalk — Fri, 18 Oct 2024 09:27:00 GMT

Hi Craig @craigndavies

No problem 🙂

I've ordered the router now, please allow 48hrs for this to arrive.

Please let us know how you get on.

Thanks

Debbie

Re: Router won't turn on

Karl-TalkTalk — Mon, 21 Oct 2024 07:55:29 GMT

Hi @craigndavies

Has the router arrived ok, and did this help ?

Regards,

Karl.