Connection Fine - TalkTalk Router Doesn't Connect

[Elandrel]

New connection for 40 Mb full fibre broadband. Migrated via home move. Openreach successfully setup the connection to the master socket.

TalkTalk router flashes orange and doesn't connect. No access point is advertised via WiFi. No response when trying to connect via ethernet to 192.168.1.1.

Router used in previous house works perfectly. Router was provided by Shell Broadband. TalkTalk took over Shell's customers which is why I am now with TalkTalk.

TalkTalk sent out one of its engineers to troubleshoot. The engineer tried two other routers from his van. The same issues were observed (would'nt connect; no WiFi access points advertised; no access to 192.168.1.1).

The engineer concluded that:

the routers are working as designed as it was unlikely all three would independently have the same issues; and

the issue must be on the TalkTalk server side that the consumer router is trying to connect to.

I called TalkTalk following the engineer visit. TalkTalk advised that the TalkTalk router must be at fault. TalkTalk have posted another router.

Why then does my old Shell broadband router connect and work perfectly?

[Chris-TalkTalk]

Yes and yes. What happens when you try to access the router UI, do you get an error message?

Chris

[Elandrel]

Resetting the router was the second thing I tried after cycling the power.

I've advised in the thread that I've had a TalkTalk engineer attend visit and he has tried two other TalkTalk routers unsuccessfully. The TalkTalk engineer also tried resetting the router.

The SSID and admin panel access should work independent of the broadband connectivity. It is confusing to me why three different TalkTalk routers of the same recent model do not provide an SSID or admin access. None sync to the broadband either, but the SSID and admin should work regardless.

Is anyone able to advise if the TalkTalk router on first switch on:

should advertise an SSID via WiFi; and

should allow admin panel access at 192.168.1.1 over ethernet on all ethernet ports?

[Karl-TalkTalk]

Hi

No idea, but with any router that is not responding, I would always look for the reset hole / button and hold this down for 10 seconds to fully reset the router.

Karl.

[Elandrel]

I will do.

Do you know why I am unable to access the admin control panel in the TalkTalk router? I've tried 192.168.1.1. There is no response over ethernet. Does it only work on a specific ethernet port? If so, which one?

I've tried to get an ssh response unsuccessfully too.

If I could access the admin panel then at least I could see what the modem connection settings are.

[Chris-TalkTalk]

In that case I've no idea why the Sagemcom router won't work but the Shell router will, if anything I would think it would be the other way around. Could you test with the new router when it arrives and let us know how you get on

Chris

[Elandrel]

We were migrated from Shell to Octopus and then to TalkTalk at the previous property. We then signed a new TalkTalk contract as part of the home move.

[Chris-TalkTalk]

I've no idea why the Shell router will work and our router won't. So you've only moved home since migrating to TalkTalk from Shell?

Chris

[Elandrel]

The TalkTalk agent advised that:

I would receive a pre-paid returns bag to return the TalkTalk I currently have;

TalkTalk would send me a replacement router;  and

I would not be charged the £75 for the engineer visit.

The TalkTalk engineer concluded that it was unlikely that the connection issue was with the router given that the same behaviour was found with the identical two other routers he tried.

I wonder if the units are remotely flashed on first connection given the lack of admin panel access and the lack of any access point SSID being advertised. Do you know if the units are sent out with working firmware or whether they are remotely provisioned on first connection?

Could my having transferred from Shell Broadband be a cause? Did Shell Broadband use different connection details than the TalkTalk system? If so, why does my Shell Broadband router connect but the TalkTalk one does not?

[Chris-TalkTalk]

Thanks, and we are sending your another Sagemcom router?

Chris

[Elandrel]

The Shell Broadband router.

[Chris-TalkTalk]

Hi Elandrel,

Which router do you currently have connected?

Chris