New fibre router but no fibre box

[RonJB]

I was advised my router was too old in February and that TT would contact me about options for a replacement. Received an email last week recommending a new router for £80. Clicked on the link hoping to find more information and automatically ordered a new one (maybe not the best way of going about this, guys). It arrived today and the instructions said I need to plug it into either my white or black fibre box. Sadly I do not have a fibre box. 

Went to the online "help" chat and I think I booked an engineer (see text), but whether I will be charged or it is part of the £80 I have paid I do not know. Why do communication companies have to be quite so bad at facilitating communications with its customers? 

[09:34, Jun 11] You: Engineer Related

[09:34, Jun 11] Sara: vertical [Rich Content: Preview not available]

[09:34, Jun 11] You: Book / Amend Engineer Appointment

[09:34, Jun 11] Sara: vertical [Rich Content: Preview not available]

[09:34, Jun 11] You: New

[09:34, Jun 11] Sara: vertical [Rich Content: Preview not available]

[09:34, Jun 11] You: Confirm

[09:34, Jun 11] Sara: Thanks for letting us know! Someone who is over the age of 18 must be present for the duration of the engineering visit, or else the engineer will not be able to complete their work and if this is the case, a missed appointment charge will be issued.

[ferguson]

Glad it seems to be sorted. To be fair to TalkTalk the tests did identify a fault on the line, which is why the engineer was called.

[RonJB]

Just in case anyone is interested in the outcome. The engineer came, replaced the box on the wall, repaired some components at the exchange, came back and tried the first new router, which turned out to be faulty, the second new router works. He then went out and repaired the water damaged wiring in the box in the street (which he said should help other people in the street with their internet). 

Odd that none of the tests performed by TT could spot any of this. 

But I now have internet on my new (new) router.

[RonJB]

Thank you

[sabelo-TT]

I assure you @RonJB as they will turn up as I have added your case as a priority case. 

[RonJB]

Fine. I just hope they actually turn up this time (Make sure they are not trying to ring my landline as it doesn't work)

[sabelo-TT]

@RonJB, I understand, and I apologize for any inconvenience this may have caused. I've looked into the issue and discovered a fault on your line that will need an engineer's assistance. The engineer is scheduled to come by tomorrow morning between 08:00 and 13:00, as you mentioned you'll be home all day. 🙂 

[RonJB]

Did you actually read what I posted? I now have TWO new routers. Neither connects to the internet. Both just sit there with blinking orange lights and NOTHING ELSE. You have performed all the tests twice and nothing has changed. The old router still works. 

The instructions for the new routers ask me to plug them into my "fibre box", which I do not have. No matter how many times you claim the old wall box should work (see pictures way down the bottom of this thread), the fact is that they will not connect through it.

[sabelo-TT]

I hear. I do notice that a replacement router was provided to you by our team. If I may kindly ask, are you able to successfully connect to your new router and surf the internet? 

[RonJB]

No. My old "no longer supported by TT" router is working fine. 

[sabelo-TT]

Not a problem @RonJB, as I do understand that you are currently unable to access your internet services at all. Correct? 

[RonJB]

Go for it. I will be out this afternoon, but in all day tomorrow if you need me to plug in either of the new routers and stare at the blinking orange light while you perform the usual tests.

[sabelo-TT]

@RonJB, thank you for informing us with feedback as I will further investigate this matter on my end. Please be advised that I will sometimes send over a private message as my investigation will entitle for me to gather sensitive information on your account. 

[RonJB]

Well. The engineer failed to turn up and, after TT tried to claim I wasn't home when they arrived, the operator performed the same set of tests on my new router and decided to send me a replacement. The replacement (different model but identical instructions) arrived on Saturday and does the same flashing orange light routine. 

So, the only options are both new modems are broken (unlikely), the box on the wall (which works OK with my old router but lost phone signal years ago) is not compatible with the new routers, or I am incapable of plugging one power cable and one broadband cable into their sockets.

At this point, I am wondering whether it would be easier if I just sent both modems back, asked for a refund and kept my old out of date router.

[Mandisa-TT]

Thank you, I will make the booking, can you confirm the last 3 digits of your mobile number on a private message. 

[RonJB]

Yes. Otherwise ive wasted £80 on the new router.

[Mandisa-TT]

I understand, just to confirm you want to go ahead and book an engineer?

[RonJB]

I disagree that the telephone line is working, as I previously stated. Not sure about the router being up to date and working, unless you are referring to the old one.  The new router you sent has done nothing but flash an orange light since I plugged it in and has never connected to anything. I guess an engineer will be needed to work out where the fault is. Until then I'll go back to my old out of date router for now.

[Mandisa-TT]

Based on the checks we've completed, it appears that the issue may be within your home setup. Here’s a summary of what we’ve done:

• Run a line test today and no faults were detected
• Our systems have checked line data for the past 7 days and no issues were found
• You've confirmed your Broadband/Telephone equipment is connected to the main telephone socket and appears to be in good condition
• Ensured your router is current and up-to-date (if the issue impacts Broadband).

To assist further, we can provide additional guidance on checking your home setup.

Alternatively, if you'd prefer, we can arrange for an engineer to visit and ensure your setup is optimized for the best possible service. There is a fee of £75 for the engineer visit, but this will be waived if the engineer identifies a fault with Openreach or a fault with the router where a replacement is required (this does not include set up).

What would you like to do?

1) Book a TalkTalk Engineer
2) Get the in home check guide by email
3) Get the link for the in-home check guide
4) Resolve the issue myself

[Mandisa-TT]

I am about to run a test that will look at the condition of your line. This test will identify any faults in the cables and associated equipment, between your home and the exchange, that could effect your service.

The result will allow us to determine if an engineer is required, or whether additional checks need to be completed with you.

A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 5 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

[RonJB]

Ten minutes and no change at my end.