topic Re: New router not connecting in Full Fibre

New router not connecting

jbxox — Tue, 28 Jan 2025 04:57:13 GMT

I have a new replacement TalkTalk Router and have been unable to connect. TalkTalk sent City Fibre as they said it was their fault. ONT and all cabling checked by them. The ethernet lights solid for about 40 secs but amber light continues to flash on router..... ethernet light goes off for 20 secs and the process starts again. It seems like the new router has not been enabled correctly by TT.

(I had a similar issue several years ago when I had a previous new router and it was quickly fixed) I have spent 8 frustrating hours in total on chat and noone seems to check this. They keep asking me to do the same checks over and over and then pass me on to someone else to do it all again. HELP!!

Re: New router not connecting

Debbie-TalkTalk — Tue, 28 Jan 2025 07:25:15 GMT

Hi jbxox

Can I just check, do you still have the previous router? Is the new router the same make and model as the previous one? Can you also confirm the make and model of the router please?

Thanks

Re: New router not connecting

jbxox — Tue, 28 Jan 2025 09:24:11 GMT

Yes. I still have the old router. It had stopped lighting up completely and the first technician said it needed replacing. I have received the new router but it won't connect to the ONT which is working ok. The new router is still TalkTalk black router

FAST 5464 2.74. It's different from the previous router as there's a Digital Voice input (which I would like to switch to soon but waiting for WiFi to be back). Has the new router been assigned?

Re: New router not connecting

Debbie-TalkTalk — Tue, 28 Jan 2025 12:12:44 GMT

Hi jbxox

Can you please check the voltage on the power supply that came with both routers? Are they same?

Re: New router not connecting

jbxox — Tue, 28 Jan 2025 13:12:54 GMT

Yes the voltage is the same

Input 200-240 v

Output 12 v

Re: New router not connecting

jbxox — Tue, 28 Jan 2025 13:14:51 GMT

There doesn't seem to be a power problem as the amber light is flashing as it tries to link to the ONT box

Re: New router not connecting

Debbie-TalkTalk — Tue, 28 Jan 2025 13:18:38 GMT

Hi @jbxox

Please can you swap over the cables for me, using the cable from the old router on the new one?

Re: New router not connecting

jbxox — Tue, 28 Jan 2025 13:24:42 GMT

Have plugged in the old power cable and there is no light on the the new router now

Re: New router not connecting

Debbie-TalkTalk — Tue, 28 Jan 2025 13:39:48 GMT

Hi @jbxox

Please can you add your name and TalkTalk account number to your Community Profile, we can then take a look at this.

Thanks

Re: New router not connecting

jbxox — Tue, 28 Jan 2025 13:47:27 GMT

I'm going to have to go out for a couple of hours to get WiFi for completing a project. I'll pick this up when I return...but can't do anything with the router until then.

Re: New router not connecting

jbxox — Tue, 28 Jan 2025 14:15:11 GMT

I don't know how to find the place to do this

Re: New router not connecting

jbxox — Tue, 28 Jan 2025 16:47:56 GMT

I'm back home now. I've put the new working cables back in, in the hope you can find a solution. Do you know if the new router is correctly provisioned in your system?

If not do I need another new router to try.

Re: New router not connecting

Debbie-TalkTalk — Wed, 29 Jan 2025 07:05:58 GMT

Hi @jbxox

Thank you for updating your Community Profile. I'm just looking into this further and I will post back here as soon as I have additional information.

Debbie

Re: New router not connecting

Debbie-TalkTalk — Wed, 29 Jan 2025 09:18:05 GMT

Hi @jbxox

We've made a change to your line profile, please allow 20 minutes for the changes to take effect and then retest.

Please let me know how you get on.

Thanks

Re: New router not connecting

jbxox — Wed, 29 Jan 2025 09:24:16 GMT

Do I need to switch everything off for 20 mins for this

Re: New router not connecting

Debbie-TalkTalk — Wed, 29 Jan 2025 09:25:14 GMT

Hi @jbxox

No you can leave the router switched on, you just need to try to connect again after 20 minutes.

Thanks

Debbie

Re: New router not connecting

jbxox — Wed, 29 Jan 2025 10:02:44 GMT

I'm not sure if there's anything else I should do to retest or reconnect. I tried turning the power and ONT off for 5 minutes and then turning back on again but it's exactly the same as before ie ethernet light on ONT for solid green for 40 secs and then off for 20 secs. All the time the amber light on router is flashing...... Should I do anything else 😭

Re: New router not connecting

Anonymous — Wed, 29 Jan 2025 10:06:11 GMT

Hello,

Can I just double check that you're still using the wifi hub2 router? (with the green voice port on the back) If you are then I will escalate this over to our Faults Escalation Team.

Michelle

Re: New router not connecting

jbxox — Wed, 29 Jan 2025 10:26:15 GMT

Yes it has the green voice port but I haven't switched to using that yet. I'm assuming it's a hub2. . Thanks for your help so far it's been good to communicate with a human being who I felt was doing something to help. I hope I'm not going back to the endless repetition that I was on with the chat team via the bot. If that's the case then I'll give up on TalkTalk completely. I have been without internet for 10 days

Re: New router not connecting

Anonymous — Wed, 29 Jan 2025 10:30:35 GMT

Hello,

Ah I see. Could you try connecting the wifi hub 2 router please as this should hopefully connect now that the profile has been changed.

Michelle