Device operation & connection problems after new Fibre 150 & new router fitted.

[ILA02]

I had a new fibre HX-XGS-5302 & new Sagemcom - FAST 5364 router installed last week. Unfortunately I now find :-

(i) My Amazon Fire Stick does not now have a functioning 'Home' screen or apps, although for some strange reason, the 'You Tube' channel still works.

(ii) My Amazon 'Alexa' Echo Dot will not now connect up to the internet.

(iii) My Norton VPN will also now not connect, it advising that the UDP ports 4500 and 500 cannot now be accessed.

I've done all the usual resets / new passwords inputs / power downs & cable checks but all to no avail. The Talk Talk account diagnostics says everything is functioning correctly but something has obviously changed since the install. I've now run out of ideas !, has anyone else had the same problems ? 

[Michelle-TalkTalk]

Hi @MrsMe 

I'm sorry to hear this. Please can you create your own topic and we can look into this further for you.

Thanks

Michelle

[MrsMe]

Hi, I’m having the same issue with TalkTalk fibre500, can’t connect Google home mini, firestick, Roku & other devices to full fibre. If I select my device is 2.4 ghz only from the settings / troubleshooting, this time I have no internet connection on my device.i have to restart my phone to reconnect, no mater whether i use my android phone or iOS tablet, I can’t connect my devices to WiFi.

[Karl-TalkTalk]

Hi

As Freedom Fibre is a relatively new addition to TalkTalk, we have no access to any of their systems as yet, so we do refer issues directly to their teams in the short term.  Try port forwarding and see if this helps.

Karl.

[ILA02]

Hi Michelle,

Not very well, My last communication from 'Chris' suggested that I sort the problem out myself by contacting the Freedom Fibre company who installed the new equipment into my house. I find this quite exasperating as it was TalkTalk who organised the install, and in my view, they should be sorting out the problems not I ! 

Anyhow I did contact the 'Freedom Fibre' help line who remotely checked my installation and stated that it was satisfactory !

Our IT guys at work mentioned that there maybe something called 'port forwarding' that needs to be set up on my new router ? I'm going to investigate this topic further.

Regards,  ILA02.

[Michelle-TalkTalk]

Morning,

How are you getting on?

Thanks

[Debbie-TalkTalk]

Hi ILA02

Apologies for this.

I'm unable to connect to your router at the moment, is the router switched off?