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Not received my new router.

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13 REPLIES 13
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Team Player

I recently upgraded to fibre broadband, and my go live date is 4/9/2020 but I haven't received my router yet. I work from home, and I'm worried that I won't be able to connect from Friday if my router hasn't arrived. Has anyone else had this problem? Who can I contact to resolve this?

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Philosopher

What model router do you have now ?

Martin
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Team Player

It's a Hauwei Don't know what the model is. I've had a few years.

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Philosopher

Look at the label on the back or log in at 192.168.1.1 

 

The Huawei HG635 and HG633 models supplied by TT will work with fibre.

Martin
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Team Player

It looks like a HG633. Print is quite small, no didn't see it the first time.

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Community Team - TT Staff

Hi MattiP,

 

Just to confirm, the HG633 is a fibre compatible router.

 

Thanks

 

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Team Player

Just to update. Had a live chat with TalkTalk CS yesterday. Apparently, there's been a delay with my order due to a problem Openreach, and connection, and because they haven't filed a report nobody knew. Once Openreach have sorted the connection my order will be processed. If it wasn't for me contacting CS yesterday I would have not known. Because Openreach didn't file an interim report I couldn't be notified of any issues. I do find that quite frustrating. Luckily my current service is still working. God knows what I'd have done if my current service was disconnected because it might have been assumed my Faster Fibre Router had been received, and everything was go.

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Community Team - TT Staff

Hi MattiP,

 

I'm really sorry to hear this and please let us know how you get on.

 

Thanks

 

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Team Player
I've had an update today, and my go live date is now 16/9/2020.
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Community Team - TT Staff

Hi MattiP

 

Thanks for letting us know and apologies for the delays.

 

Thanks

 

Debbie

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Team Player

New router arrived over the weekend. All plugged in and ready to go live on Wednesday.

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Community Team - TT Staff

Hi MattiP

 

That's great news, please let us know how you get on on Wednesday.

 

Thanks

 

Debbie

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Team Player

Go Live date is today. How will I know when I've been switched over to fibre?

Thanks

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Community Team - TT Staff

Hi

 

I'm showing the service is live now on fibre.

 

Thanks  

 

Karl. 

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