topic Re: Third Party Router On CityFibre FTTP in Full Fibre

Third Party Router On CityFibre FTTP

ssechaud82 — Wed, 14 Jan 2026 17:45:29 GMT

I've replaced the router on the CityFibre FTTP connection with a 3rd party router which is connected to the ONT but it can't connect to the internet.

I've setup the 3rd party router using the instructions here: https://community.talktalk.co.uk/t5/Articles/Set-up-a-non-TalkTalk-router/ta-p/2205383 and I've set the VLAN ID as 101.

I believe the issue is that CityFibre FTTP uses a VLAN ID of 0 but I can't set the VLAN ID as 0 on the router I've got.

I am going to plug the new router back in and leave it in the hopes that someone can set the profile and when I wake up tomorrow it will magically work. x

Can a change be made to the FTTP profile so that the 3rd party router will work on the CityFibre FTTP connection?

I've update my community profile to include my name, account number and contact number.

Re: Third Party Router On CityFibre FTTP

ferguson — Wed, 14 Jan 2026 18:23:33 GMT

The support team here cannot help with Full Fibre issues, you need to contact them directly. See below for contact details and opening hours:

https://help-centre.talktalk.co.uk/Billing_and_Payments/Something_else/How_to_contact_TalkTalk_Broadband

Re: Third Party Router On CityFibre FTTP

ssechaud82 — Wed, 14 Jan 2026 18:36:11 GMT

I have already contacted Talk Talk support and they have told me that third party are not recommended and that they cannot help. I saw that another customer had the exact same problem last Feb and posted here and had the issue resolved. Here is a link where you can see the exact same issue was resolved in Feb for another customer. LINK: https://community.talktalk.co.uk/t5/Full-Fibre/3rd-party-router/m-p/3098743

I was hoping that I could get the same help as the person in that thread.

Re: Third Party Router On CityFibre FTTP

Gliwmaeden2 — Wed, 14 Jan 2026 18:49:58 GMT

The current support team do not have similar access to Full Fibre systems to help you with this, @ssechaud82.

The previous team were trained up for this but are no longer on the forum.

Your only option is to try to follow up with the contact details you were given above, or try 03451 720074 [they close at 7pm].

Re: Third Party Router On CityFibre FTTP

Philile-TT — Thu, 15 Jan 2026 07:02:15 GMT

@Gliwmaeden2 thank you for the support.

Re: Third Party Router On CityFibre FTTP

ssechaud82 — Thu, 15 Jan 2026 07:15:17 GMT

Glad TalkTalk customers are supporting TalkTalk staff. Any chance the TalkTalk customer can get support from the TalkTalk staff to get their issue resolved?

Re: Third Party Router On CityFibre FTTP

Philile-TT — Thu, 15 Jan 2026 07:21:21 GMT

@ssechaud82 as @Gliwmaeden2 has mentioned you need to contact the full fibre team for assistance using the number provide.

Opening Hours:

VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

Re: Third Party Router On CityFibre FTTP

ssechaud82 — Thu, 15 Jan 2026 07:28:51 GMT

I keep trying to tell you TalkTalk support keep telling they cannot help. I even made a complaint and the response just says tough luck we do not support third party routers, despite TalkTalk having instructions on their own website telling customers how to set it up, despite the link to the other thread where another customer got what they needed. Here is the response to my complaint, as you can see no support is coming to help me:

Dear Stefan,

My name is Albert from the TalkTalk Complaints Department. I apologise for the inconvenience and the concerns you have raised with us. This relates to your purchase of a third‑party router, and we will provide a full explanation as to why we do not recommend its use.

Pre‑configuration & plug‑and‑play: ISP routers come ready to use with default settings, so customers don’t need to set up complex configurations.
Guaranteed compatibility: They are tested to work with the ISP’s infrastructure, reducing risks of connection issues.
Remote management: ISPs can monitor, update firmware, and troubleshoot remotely, which they cannot do with third‑party devices.
Customer support efficiency: If you call for help, ISP staff are trained to handle their own equipment. With third‑party routers, they may refuse support or limit assistance.

Given this, any future issues will not be supported by our team, as we can only provide assistance with our own equipment. Technical matters related to the third‑party router are not our responsibility, since it was purchased at your own risk. Therefore, we are unable to adjust the DHCP setup or make changes solely to ensure the router functions. We trust this clarifies your case.

Best regards,
Albert
TalkTalk Complaints

Re: Third Party Router On CityFibre FTTP

Philile-TT — Thu, 15 Jan 2026 07:37:43 GMT

@ssechaud82 yes that is right, we do not support third party routers, our system will not run a diagnostics test on a third party router.

Re: Third Party Router On CityFibre FTTP

ssechaud82 — Thu, 15 Jan 2026 07:41:30 GMT

I am not stopping them. As you can see in the response, Albert doesn't even say he is going to get back to me or provide any contact details for me to respond to his response to my complaint. Everyone just seems to want to misdirect the issue as me wanting support for a fault with my router, when the fault is that the CityFibre VLAN ID is 0 and not 101 like in the instructions TalkTalk tell customers to use here: https://help-centre.talktalk.co.uk/Broadband/Manage_my_network_and_devices/Set_up_a_non-TalkTalk_router

Re: Third Party Router On CityFibre FTTP

Philile-TT — Thu, 15 Jan 2026 07:45:39 GMT

@ssechaud82 have you tried to use a TalkTalk supplied router to see if you still have an issue?

Re: Third Party Router On CityFibre FTTP

Philile-TT — Thu, 15 Jan 2026 07:47:41 GMT

@ssechaud82 if the fault is with the services, then you should plug in the TalkTalk supplied router and then contact the team to run checks for you. We cannot assist you on the forum with full fibre faults.

Re: Third Party Router On CityFibre FTTP

ssechaud82 — Thu, 15 Jan 2026 07:55:41 GMT

The issue will be resolved when TalkTalk make a ticket with CityFibre to switch the profile on my fibre line to VLAN ID 101 like the instructions from TalkTalk tell me to use for third party routers, same as they did for this happy customer in this thread here: https://community.talktalk.co.uk/t5/Full-Fibre/3rd-party-router/m-p/3098743

I really don't understand why I am getting so much push back and obstruction for what is the exact same issue in that thread, which was resolved happily for the customer, but for me, I am being told it is not possible and having to make complaints.

Re: Third Party Router On CityFibre FTTP

Philile-TT — Thu, 15 Jan 2026 07:57:30 GMT

@ssechaud82 the staff that was assisting this customer is no longer on the forum as @Gliwmaeden2 advised above.

Re: Third Party Router On CityFibre FTTP

ssechaud82 — Thu, 15 Jan 2026 08:03:41 GMT

Was that staff member fired for being actually helpful? Is there any helpful staff available to offer the same support? Or is there no support now? Do you not see an issue with customers not receiving the same support and outcomes when they have the same issue?

Re: Third Party Router On CityFibre FTTP

Philile-TT — Thu, 15 Jan 2026 08:07:10 GMT

@ssechaud82 if you need to the assist consider doing the above, otherwise we can't assist you on this platform. Thank you.

Re: Third Party Router On CityFibre FTTP

ssechaud82 — Thu, 15 Jan 2026 08:12:54 GMT

Just to confirm, you are refusing to provide the support another customer received because you claim you have not ben trained how to do so. There is no issue with my devices. The issue is with CityFibre, who told me you need to raise a ticket with them to get it resolved like the other customer had their issue resolved, but you are refusing to do so. You are also deliberately being obtuse and obstructive, the issue and solution have been explained numerous times now.

Re: Third Party Router On CityFibre FTTP

Philile-TT — Thu, 15 Jan 2026 08:14:15 GMT

@ssechaud82 we do not have systems for full fibre.

Re: Third Party Router On CityFibre FTTP

ssechaud82 — Thu, 15 Jan 2026 08:24:37 GMT

TalkTalk should be notifying customers to let them know that systems are being removed from support staff and that they will no longer receive the same support as other customers. Should be standard procedure for all changes to services for customers on contracts as this would constitute a change in service.

Re: Third Party Router On CityFibre FTTP

Philile-TT — Thu, 15 Jan 2026 08:26:07 GMT

@ssechaud82 customer support is available on other platforms.