topic Re: NEW ROUTER DID NOT ARRIVE PRIOR TO FTTP UPGRADE in Full Fibre

NEW ROUTER DID NOT ARRIVE PRIOR TO FTTP UPGRADE

Janobear — Fri, 25 Oct 2024 13:46:33 GMT

On Wednesday 23rd October 2024 I was upgraded from FTTC to FTTP.

Unfortunately I still have not received the new router 2 days later.

My old router does not have the green digital voice phone socket.

I am on the FIBRE 35 package.

Please can you send me the new router as soon as possible.

Kind regards.

Re: NEW ROUTER DID NOT ARRIVE PRIOR TO FTTP UPGRADE

Karl-TalkTalk — Fri, 25 Oct 2024 13:50:45 GMT

Your Fibre package for FTTP has not gone live as yet The new router will usually be sent just prior to the new service going live.

Thanks

Karl.

Re: NEW ROUTER DID NOT ARRIVE PRIOR TO FTTP UPGRADE

Janobear — Fri, 25 Oct 2024 13:59:41 GMT

Hi Karl,

I'm confused, because I received a text and email stating the new router would arrive 1-2 days BEFORE the installation date.

It was installed 2 days ago.

Re: NEW ROUTER DID NOT ARRIVE PRIOR TO FTTP UPGRADE

Karl-TalkTalk — Fri, 25 Oct 2024 14:07:04 GMT

I'm not showing a live FTTP service on our network system currently. Has your service been installed and working ?

Was this via a partner such as City Fibre ?

Thanks

Karl.

Re: NEW ROUTER DID NOT ARRIVE PRIOR TO FTTP UPGRADE

Janobear — Fri, 25 Oct 2024 14:19:05 GMT

City Fibre had to come back this morning to fix some external cabling and this has been successful.

The small internal box in the premises now has 4 green lights.

I have connected an ethernet cable from the small internal ONT box to the WAN port on the old router.

Unfortunately despite completely powering everything off and back on, the old router just displays a solid orange light, so I have no broadband service.

I was hoping the new router would fix this problem.

Whatever the problem is, I still need a new router to be sent anyway.

Regards.

Re: NEW ROUTER DID NOT ARRIVE PRIOR TO FTTP UPGRADE

Janobear — Mon, 28 Oct 2024 09:45:09 GMT

Hi Karl,

Thank you so much for looking into this for me.

I received a text and email from City Fibre late Friday afternoon to say my FTTP service was now live, so I now have working broadband using my old router.

However, the new router has still not arrived so I can't plug the landline in the back to use the digital voice service, and the copper service appears to have been terminated so I'm now without a landline.

Could you send me the new router as soon as possible please.

Many thanks.

Re: NEW ROUTER DID NOT ARRIVE PRIOR TO FTTP UPGRADE

Chris-TalkTalk — Mon, 28 Oct 2024 12:03:06 GMT

Hi janobear,

Could you just tell me which lights are on, on the ONT

Thanks

Chris

Re: NEW ROUTER DID NOT ARRIVE PRIOR TO FTTP UPGRADE

Janobear — Mon, 28 Oct 2024 12:23:24 GMT

Hi Chris,

Power - Green

Broadband - Green

Service - Green

Ethernet - Flashing Green

Broadband working fine.

Just need the new router to be sent so that I can plug my landline phone into the Green digital voice socket on the back of the router.

Please can you send the new router as soon as possible.

Many thanks.

Re: NEW ROUTER DID NOT ARRIVE PRIOR TO FTTP UPGRADE

Chris-TalkTalk — Mon, 28 Oct 2024 13:07:11 GMT

OK, will do, could you just add your full address to the private notes section of your community profile and let me know when you've done this

Chris

Re: NEW ROUTER DID NOT ARRIVE PRIOR TO FTTP UPGRADE

Janobear — Mon, 28 Oct 2024 13:20:00 GMT

Hi Chris,

I've added my address as requested.

Thank you for sorting this out for me.

Kind Regards.

Re: NEW ROUTER DID NOT ARRIVE PRIOR TO FTTP UPGRADE

Chris-TalkTalk — Mon, 28 Oct 2024 13:23:28 GMT

Thanks but could you just confirm that the post code is correct

Chris

Re: NEW ROUTER DID NOT ARRIVE PRIOR TO FTTP UPGRADE

Janobear — Mon, 28 Oct 2024 13:39:22 GMT

Hi Chris,

Sorry, I missed a letter off the post code.

Updated now.

Re: NEW ROUTER DID NOT ARRIVE PRIOR TO FTTP UPGRADE

Chris-TalkTalk — Mon, 28 Oct 2024 13:44:04 GMT

Thanks, I've ordered the router.

Chris

Re: NEW ROUTER DID NOT ARRIVE PRIOR TO FTTP UPGRADE

Janobear — Mon, 04 Nov 2024 10:02:08 GMT

Hi Chris,

The new router you ordered last Monday has not arrived.

I have now been without a landline for a week as I can't use digital voice without the new router, and I've not left my flat for fear of missing the delivery.

Please can you send a router with tracking information as clearly there is an issue here.

Many thanks.

Re: NEW ROUTER DID NOT ARRIVE PRIOR TO FTTP UPGRADE

Chris-TalkTalk — Mon, 04 Nov 2024 10:43:05 GMT

Hi Janobear,

I'm sorry for the delay. I had to order the router by a manual process which can take longer, hope fully it will arrive in the next days or two

Chris

Re: NEW ROUTER DID NOT ARRIVE PRIOR TO FTTP UPGRADE

Janobear — Mon, 04 Nov 2024 10:54:09 GMT

Hi Chris,

Thanks for your reply.

I'll post back on here Wednesday with an update.

Re: NEW ROUTER DID NOT ARRIVE PRIOR TO FTTP UPGRADE

Chris-TalkTalk — Mon, 04 Nov 2024 11:53:26 GMT

OK thanks 🙂

Re: NEW ROUTER DID NOT ARRIVE PRIOR TO FTTP UPGRADE

Janobear — Wed, 06 Nov 2024 11:07:41 GMT

Hi Chris,

Good news, the new router arrived this morning.

All powered up, broadband and landline digital voice both working fine.

Thank you once again for all your help, it's much appreciated.

Kind Regards.

Re: NEW ROUTER DID NOT ARRIVE PRIOR TO FTTP UPGRADE

Chris-TalkTalk — Wed, 06 Nov 2024 11:46:07 GMT

That's great news, thanks for letting me know 🙂

Chris