New router/modem not connecting to internet

[PDaniel]

I recently received a new router/modem and tried setting it up, but it is not connecting. When I set it up the status light will start blinking amber, but then never moves on to the next stage. I have had the router set up for hours now, and the status light never changes from blinking amber. I have tried it with both the new micro-filter that was included and the old one that is connected to my old router/modem with the same result.

I have also tried plugging my computer directly into the router, and login with the admin details on the back of the router, that is working normally and I can get into the router and see the setup pages.

I have been sent a HUAWEI DG8041W.

[Debbie-TalkTalk]

Hi PDaniel

That's great, thanks for letting us know.

Debbie 🙂

[PDaniel]

The new router arrived yesterday, and I have set it up tonight. This one is working as it should. Many thanks for your help. I'll return the other router that wasn't working, probably tomorrow. Again, many thanks.

[Debbie-TalkTalk]

Hi PDaniel

The router and returns bag are on the way, please allow 24-48hrs for this to arrive.

Please let us know how you get on.

Thanks

Debbie

[PDaniel]

Yes please, send me a new router and bag to collect the first one. Thank you.

[Debbie-TalkTalk]

Hi PDaniel

I'm really sorry to hear this.

Would you like me to send a different router for testing and a returns bag for the router you recently received?

Thanks

Debbie

[Skynet_TX]

Ok, probably best to let the staff here pick this up tomorrow and advise, they may be able to confirm why you have been sent this router, they may suggest trying a factory reset by holding in the reset switch on the back for over 10 seconds, but might be best to let them confirm first.

If they think you may have just been sent a faulty router they will be able to arrange a replacement for you.

[PDaniel]

I have been a customer of TalkTalk for about 10 years and joined them directly, not via another ISP that was acquired by TalkTalk. The last time I asked them about fibre (less than a year ago), it was not possible for me to change to it then.

I have tried connecting with both the old and the new cable (and micro-filter). The phone (land line) is working fine with both the old and the new micro-filter.

[Skynet_TX]

Ah, so are you currently on the slower ADSL service, as this probably means TalkTalk are planning to upgrade you to Fibre (at no extra cost), so if your old router does not support Fibre that would be why they have sent you a new one.

Normally you should be able to connect the new router immediately. Did you used to be a customer of a different ISP that got swallowed up by TalkTalk, or did you specifically join TalkTalk directly, as some customers who used to belong to old legacy ISPs that were purchased by TalkTalk still have specific users names and passwords configured within their routers for them to connect with.

The TalkTalk staff on this community will be able to help, they will hopefully be able to respond to this post tomorrow.

Have you also tried it with the new cable as well as the new microfilter to connect it to the phone socket ?

[PDaniel]

Yes, the old router can connect to the internet. I did not request a new router, the accompanying letter said that they send me the new router to upgrade the old one.

[Skynet_TX]

Hi @PDaniel,

So is your old router able to connect ok (i.e. is your internet connection fine, but it is just this new router that isn't working).

Do you know why you were sent this new router, did you request it ?