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.

[Mandisa-TT]

Perfect! As a change has been made the router will need to reconnect - this can take up to 6 minutes. If it connects sooner then we'll be able to progress once we see it connect.

[RonJB]

Done

[Mandisa-TT]

Ensure the TalkTalk router is securely connected to the data (computer) port of the master telephone socket, with no microfilters in use.

[RonJB]

I considered swapping the broadband cables but the old router is different (smaller)

[RonJB]

The new router looks fine. I haven't touched the wall socket except to connect cables. 

[Mandisa-TT]

As router checks haven't resolved the issue, the next step is to look at potential equipment damage and ensure it is connected correctly.

I'll guide you through the checks - ensuring any damage or setup issues that could have caused the disconnection from the Internet are identified and resolved.

If these steps don't resolve the issue then I'll look at other potential causes.

Does any of the equipment appear to be damaged, this could be the master socket or the new equipment that you have received?

[RonJB]

OK. It's still flashing orange. 

[Mandisa-TT]

I will now do an automated check is in progress to check if the router is able to connect to the Openreach street cabinet. This can take up to 3 minutes to complete. I'll let you know once it's finished.

[Mandisa-TT]

Not at the moment, as a change has been made the router will need to reconnect - this can take up to 6 minutes. If it connects sooner then we'll be able to progress once we see it connect.

[RonJB]

I have reset the router. Should I be doing something else now?

[Mandisa-TT]

A factory reset is required on your router which will restore the router to it's original settings, including the Wi-Fi Network name (SSID) and password.

If the password has been changed, please refer to the one on the stickers attached to your router to find the original password.

Once the No Internet connection issue is resolved, I can assist you in reconnecting to the network.

Please reset your router via the 'Reset' pin hole on the back. To do this you'll need a pin, straightened paper clip or other tool that fits in the hole, which you'll need to hold in for 30 seconds.

[RonJB]

No

[Mandisa-TT]

Have you made changes with the WiFi Network name (SSID) or password ?

[RonJB]

OK, but there is only one button on the router (power) so I'm not sure how much can do

[Mandisa-TT]

A line test has not identified an issue outside your premises. As you've not made any changes before this issue started, the next step is to look at the router.

I'll guide you through the router checks - ensuring it's up to date and addressing any potential temporary issues that could have caused the disconnection from the Internet.

If these steps don't resolve the issue then I'll look at other potential causes.

[RonJB]

Nothing in the last year

[Mandisa-TT]

Have there been any recent changes in your home that could have impacted your service?

For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home?

[RonJB]

No. It hasn't worked since I moved in. Possibly the phone is dodgy but, as I worked nights, just didn't care . 

[Mandisa-TT]

Thank you, Are you able to make and receive telephone calls on your TalkTalk telephone line?

[RonJB]

It has been powered on and the light has been flashing orange for 20 minutes now