New router won't connect to openreach socket

[cavedweller]

Trying to help a neighbour who is not in anyway IT literate.

She has moved to a flat in a sheltered housing association.

Her previous router didn't work. She managed to ring TalkTalk and they have sent a new wi-fi hub.

But the instructions didn't seem to help her.

Her new flat has a 5C MK4 Openreach socket.

As this is pre-filtered she shouldn't need a micro-filter but the cables that came with the new Hub don't seem to match this socket. The ethernet cable would fit the socket but not the broadband port on the router and the cable that fits the broadband port in the hub doesn't fit into the Openreach socket.

The hub powers on ok but just a solid orange light. Anybody any idea how I can help her get the router working? 

Thanks in anticipation.

[Thabile-TT]

Hi there @cavedweller I'm sorry to hear this, please be informed that you may utilize the contact information shared in the earlier post. Due to security protocols, certain procedures must be adhered to prior to accessing the account. 

Contact number - 03451720088

Opening Hours: 

Voice - Monday - Friday 9am - 7pm ; Saturday - 9am - 6pm ; Sunday - Closed

Chat - Monday - Friday 8am - 9pm ; Saturday 8am - 7pm ; Sunday - 9am - 7pm

In App - Mon - Sunday: 9am - 6pm

[cavedweller]

The old router wasn't a TalkTalk router (I think she had Shell ISP pre TalkTalk). Anyway none of the cables fits the new hub.

She has managed to get through to customer services and they are sending an engineer to investigate the line. No doubt she will be billed for this. sigh!

Thanks all

[mandisa1-TT]

Thank you for the support @fr8ys 

[fr8ys]

Did the old router have a a connecting lead? If so then this should fit into your new router.

There are 2 connecting ports on the rear of the router, one is grey, the other black. Try connecting to the other port, than the one you are currently trying.

The lead provided is for connecting to full fibre, not to the open reach box.

[cavedweller]

Thanks for the response. As her broadband is not connected she cannot post on her own name. Plus her mobile is not internet enabled just talk and SMS. Yes I must have meant Fast Broadband. 

Should there have been a cable in her package which would have connected the hub to her 5C MK4 socket?

I will pass her the [hone number for support but fear she will not understand what to ask. 

What cable can I purchase for her? Does she need a RJ45 to RJ11 or am I misunderstanding how she should connect

[Gliwmaeden2]

Do you mean "Fast Broadband" which is actually Talktalk's slowest product, copper only?

It would be best if your friend were to post in her own right on the forum. 

You could add her details in Private Notes (further down the Personal Information area on your profile) and remember to SAVE CHANGES, but really staff would prefer to speak to the account holder. 

The same is true, whether for support over the phone on 03451 720088 or on Live Chat too.

Unless you are a nominated user for an account, there may be limitations on what help can.be offered second hand.

[cavedweller]

Should have said she has a "Faster Broadband" contract not fibre