Help ! Do I have. A fault or not? What can I do how long it take? Should I have a fibre router 2?

[RobSwab]

UPDATE (Original post below)

—————-

I’ve just checked the set up pages and although we’ve had fibre fitted we have never received a second router, so I will check that out. 

I am now just taking a line from the telephone master socket to the TalkTalk router. 

Apologies for posting again (if I have?) but I am finding this a bit confusing (having two log ins - one for TalkTalk and one for TalkTalk Boards?!?)

made harder by a 9 year old who is pestering to watch The Next Step.

——————————

Original post -

Hi there,

The internet dropped off yesterday lunch time at the start of a family party. 
which was fine - because we just chatted and didn’t bother about TV and streaming music. 
At the end of the party (about 7pm) we set about fixing the problem. 
We had already had the router off and on again a couple of times. So we ran a line test via the service centre. 

After the line test we received emails and sms to say “the line is fine”, but in the Service Centre it shows that there is a fault and it will be fixed. 

that is why I am confused. 

1) is the sms/email correct or the service centre?

2) does anyone know how long it will take to fix a fault like this? (12,24,36,48 hours? Is there a standard? Will it take longer at this time of year?)

we are panicking slightly as we have three children under ten and I need to know if I have to go and by a stack of dvds and a dvd player to get a bit of peace while I make the tea. 😂

3) is it worth me trying again to check my router set up?  This is something we have struggled with since we were upgraded to fibre (I’m not sure it has ever been perfect - but as long as it has worked with have been happy (what do I mean? I would welcome a link to which wire goes from which socket to which port on the router - we have a TalkTalk WiFi hub a OG phone socket and the new BT Open reach socket with a circle attached to the wall (I have a suspicion fibre has never worked and we’ve only ever used the broadband (why do I think this? Because it never really got any faster)))). - lots of brackets there, thanks for bearing with me. 

 - compounding factor has been getting a Switch and using a LAN cable (but with no issues. 

Any help with this appreciated, thanks in advance. 

[Debbie-TalkTalk]

Hi RobSwab

Please can you update your Community Profile to include your name and TalkTalk landline number, we can then take a look at this for you.

Thanks

Debbie

[KeithFrench]

You have listed a lot of questions, but do not give much to go on. First of all, which fibre package do you have, I assume that with the mention of a master socket, this is not future/full fibre?

Please can you further elaborate:-

1. Which make/model of TalkTalk router do you have, please see a sticker on the rear?
2. What is the actual state of the light(s) on it?
3. Is the problem affecting your voice service as well as fibre?
4. It seems you have connected the router to an extension socket from the master socket. What happens if you disconnect all of your own wiring from the master socket and connect the router to this socket, does it work then? OK, I realise that you may want the router elsewhere, but it is essential to rule out your internal wiring, otherwise, it could lead to you being charged by an engineer if he/she proved the fault to it.
5. Assuming that you have the type of master socket that has a removable front plate, what happens if you connect the router to the test socket, which is located behind this faceplate?
6. Have you tried a new microfilter as well?