*Changing broadband router to a Bipac 8800xl

[victor46]

Hi I need some help, I’ve got an old Technicolor router from Shell which was supplied by them (they where bought out by talktalk) My Son has given me a a Bipac 8800xl unit that he used to use when he was with talktalk. I therefore need my ISP login to configure the unit for my use..

thanks Vic

[victor46]

Hi Ferguson,

thanks for your help sorting out this issue.

cheers Vic

[Philile-TT]

@ferguson I have checked the account and I can confirm that @victor46 needs a new router. @victor46 Please send me a private message confirming your address for delivery purposes. 

[Philile-TT]

@ferguson I will look into @victor46 account and advise further. 

[ferguson]

Hey @amahle-TT and @mandisa1-TT .

It does seem to me that the customer is stuck with a very old and limited router, even Shell Energy supplied improved devices later on. 

In the circumstances, could you perhaps review, in consultation with your manager if required and get an up to date TalkTalk Hub out as a replacement? 

[victor46]

Hi,

Yes we have been using the link that you sent earlier, I’m just trying to configure the router I’ve been given, my existing router is not giving me the wireless range as it’s only 2.4 ghz and is slow and laggy. We’ve asked for tests to be carried out previously and they say it’s working correctly.

thanks  Vic

[victor46]

Hi, yes I am at home, please DM me if you need any more information. I’m sure that your tests will show that the router is okay and won’t change the fact it’s 2.4ghz only?

thanks

[mandisa1-TT]

My apologies and thank you so much @Gliwmaeden2 

@victor46 We will need to complete diagnostic checks to detect if there is a fault, kindly confirm when you are at home where the services are installed?

[Gliwmaeden2]

@mandisa1-TT, I don't think you mean to ask me to run tests at home....!

[mandisa1-TT]

Hi there @Gliwmaeden2 We will need to complete diagnostic checks to detect if there is a fault, kindly confirm when you are at home where the services are installed?

[Gliwmaeden2]

@victor46, 

If you actually want to change the old Shell router, you'll need to allow staff time to test whether it's actually faulty [daytime only] and they may delegate this to the Shell Migration team (if it still exists - it hasn't been mentioned by staff for some time).

Only if it's proved to be faulty will it be changed without charge.

[mandisa1-TT]

Thank you so much for the support @Gliwmaeden2 you are indeed correct, we are unable to offer support on third party routers. We usually advise on using TalkTalk equipment.

 

[victor46]

Hi, yes I’ve read the non fibre instruction and entered the usertelephonenumber@talktalk.net etc and adjusted the other settings but still cannot get internet. We want to change the router as the shell router only operates at 2.4ghz and the range is poor throughout out flat and my son has previously this router and it worked well is his large multi story house? Just wondered whether old Shell customers would have a different username?

[Mandisa-TT]

Thank you @ferguson @victor46 let us know if you are experiencing any issue with the router.

[Mandisa-TT]

Thank you @Gliwmaeden2 for assist assisting. 

[ferguson]

Is the Technicolor router no longer working? If so, contact customer services and they may be able to supply a replacement.

[Gliwmaeden2]

No - did you read the instructions in that link for the non Talktalk router?

That's what matters.

Completely different from the Talktalk Sagemcom instructions, @victor46.

It doesn't matter if you are not on fibre - I'm not, but the Talktalk router is just plug and play for me.

Can you not just use the Shell router again?

Once it packs up, eventually, Talktalk would have to send a replacement mainstream Talktalk router.

You really are best using Talktalk's equipment as staff cannot support third party router issues, which don't receive firmware updates through Talktalk etc 

[victor46]

Hi, my son has tried to configure the Bipac router but hasn’t been successful in connecting to the DSL connection. I forgot to mention that I was previously with shell broadband and TalkTalk subsequently took them over but I kept the same router and didn’t have to reconfigure the router in any way when they swapped over a provider. Do you think the username etc would be the same for a NON fibre connection? Thanks your help so far,

[amahle-TT]

Thank you 🙏 @Gliwmaeden2.

[Gliwmaeden2]

It's not a router that's issued by Talktalk, @victor46, so you will need to try following these instructions:

https://help-centre.talktalk.co.uk/Broadband/Manage_my_network_and_devices/Set_up_a_non-TalkTalk_rou...

Talktalk can't offer service support for problems caused by using 3rd party routers. The support team is not back before Monday. 

It looks like you'd need to leave the two areas you mentioned blank.

[victor46]

We need the ISP login username and password from TalkTalk and weren’t sure if someone from TalkTalk could DM me this information.