Router won’t connect since installation

[ithshamhussain]

Hi

I had to make the switch from fibre to fast broadband due to a home move.

It was connected on Tuesday and the engineer who installed the wifi informed me that the connection he was getting was very poor, even at source.

Since then, I only installed the router today (as I left the hardware in my old flat). It turns out he was right. My router won’t even connect to the internet. Just a constant flashing orange light. I have tried the troubleshooting steps to no avail. Running a connection test identifies an issue but nothing on any fixes. 

I don’t think I’ll have any solution but to switch to a provider that offers fibre. I would like to cancel my talktalk service without fee on the basis of connectivity issues.

How can I action this and what evidence do I need to provide to Talk Talk to prove the wifi doesn’t connect? I don’t think it’s fair to pay the fee to leave if I’m not getting any WiFi on my new connection.

Thank you 

[Michelle-TalkTalk]

Good morning,

Thank you for confirming and please let us know how you get on.

Thanks

Michelle

[ithshamhussain]

Hi Debbie,

thanks for your response. I have booked an engineer to come visit tomorrow.

thanks 

[Debbie-TalkTalk]

Hi ithshamhussain

Did the engineer not install a new socket? (master socket)

I think we should arrange an engineer visit to take a look. Would you like us to arrange this?

[ithshamhussain]

For the sake of thoroughness, there is one final port, however the broadband cable won’t fit inside this one. It doesn’t match any of the pictures in the link you provided however.

[ithshamhussain]

 

Hi Michelle,

Please see attached the back of the router.

As far as I’m aware, this is correct.

I have also attached a photo of the socket. I have tried both ports and neither work.

when the open reach engineer came to install, he could barely get a connection at source. I’m certain this is a line issue and any standard Broadband provider will have the same issue.

I did have a look at the link you sent also.

[ithshamhussain]

Hi,

I will take some pictures and respond when I get home from work.

Cheers 

[ferguson]

If that is a plain telephone socket then you need to connect your router via a plugin microfilter. 

[Michelle-TalkTalk]

Hello again,

Sorry for the delay. I can only see the front of the router so I can't see which cables are connected. Did you also check the Help Guide that I included in my reply below?

Thanks

Michelle

[ithshamhussain]

I don’t have a landline so not sure about making calls.

[ithshamhussain]

Morning,

as far as I’m aware it’s connected correctly. 

I have uploaded a picture. There are 2 cables connected. The power plug which is obviously in as the light is on and the grey broadband cable which is connected into the port labelled broadband. I think it is connected into the right socket (again, please see picture and correct me if I’m wrong).

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. The line test is clear, however it's not detecting that the router is connected. Are the cables all connected correctly at the back of the router? Does your main socket have a test socket please? Is the voice service ok, and can you make and receive calls?

Check your router setup - TalkTalk Help & Support

Thanks

Michelle

[ithshamhussain]

For the benefit of any talk talk admin that may reply, I received a message saying the line seems okay on the connection test, but the set up is wrong. I have attached a picture of the router with the broadband cable. I can’t see any problems? 

[ithshamhussain]

thanks for your help anyway! Hopefully can get this sorted tomorrow then.

cheers 

[ferguson]

OK, they should have made it clear if you were using the home move process what kind of service you could expect at your new address. If they have failed to  meet that then you have a case. I am a just a customer like you, so I can do no more than advise you to wait for the TalkTalk support team here to respond, which they should do tomorrow. 

[ferguson]

OK, they should have made it clear if you were using the home move process what kind of service you could expect at your new address. If they have failed to  meet that then you have a case. I am a just a customer like you, so I can do no more than advise you to wait for the TalkTalk support team here to respond, which they should do tomorrow. 

[ithshamhussain]

Hi Ferguson,

I’d have been happy to pay the early cancellation fee based on what I owed for the existing Fibre contract which was around a year, if I knew I’d have such an issue. However, when I moved, I was switched onto a 24 month contract for fast broadband and I don’t think it’d be fair to pay the cancellation on this.

Anyhow, I’ve updated my profile details. Hopefully there’s something that can done to help me connect in the meantime, as Im having to get by with just mobile data on my phone  at present.

Please get in touch if you can help. 

Cheers

[ferguson]

Sorry to see this. I think it depends on where you were with your contract previously before you moved home. If it was carried over to the new place it may still be liable to an early termination charge and/or a moving fee.

If you would like the support team to look into this for you make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

Once they have looked at your broadband connection issue you may need to pursue the contract position separately.