Broadband not working after activation

[abm1001]

Hi,

I received my router and got an email on 18.07.2023 that my fibre 65 connection had been activated. I plugged in the router and it’s still flashing orange and have done reset it and unplugged for 30 mins but it’s still not working. What do I do? I need this for work.

[Michelle-TalkTalk]

Morning,

Just checking back in to see how you're getting on?

Thanks

[abm1001]

Hi Chris,

1. I understand

2. Monday to Friday 8-1

3. Mobile on my profile is correct

[Chris-TalkTalk]

We are going to need to arrange an engineer visit. If you'd like us to book an engineer can you confirm:

• That you accept potential Engineers charges
• Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.
• Confirm your mobile number

I've also sent you a PM to confirm some other details

Thanks

Chris

[Chris-TalkTalk]

OK thanks. The router appears to be in sync but it's repeatedly trying to authenticate. It may need an engineer visit but I'll check if there's anything further that we can do at our end and get back to you

Chris

[abm1001]

not at the moment: it’s unplugged: I did test with tha test socket yesterday

[Chris-TalkTalk]

OK thanks. Is the router currently connected to the test socket?

Chris

[abm1001]

Hi Chris,

the previous owners were with talktalk

[Chris-TalkTalk]

Could I just ask, which service provider you were with before TalkTalk

Chris

[Chris-TalkTalk]

Thanks for trying that. I'll look into this further and get back to you

Chris

[abm1001]

Hi Chris,

the new router came and still flashing amber. Really need this sorted. 

thanks

[Chris-TalkTalk]

The tracking number hasn't been generated yet but it appears to be in the process of being dispatched so you hopefully will receive it tomorrow

Chris

[Chris-TalkTalk]

No problem 🙂

[abm1001]

Thanks chris

[Chris-TalkTalk]

There will be a tracking number but we'll only get it after the router is dispatched, I'll check later to see if it's showing on the system

Chris

[abm1001]

Hi Chris,

Is there a tracking number for the router? 

thanks

[Chris-TalkTalk]

No problem 🙂

[abm1001]

Thank you, I’ll test tomorrow and see if it works 

[Chris-TalkTalk]

I've ordered a replacement router, it should arrive within a couple of days but will probably arrive tomorrow. Please let us know if it resolves the problem

Thanks

Chris

[abm1001]

Hi Chris,

I do not, can you send a new router. I need a connection for work. 

thanks

[Chris-TalkTalk]

Hi abm1001,

Line test is passing but router appears to be constantly dropping the connection. Do you have another router that you can test with?

Chris