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]

Please can you confirm that the router is currently powered on by checking the router power light?

If it is powered on then you should see a lit power light showing on your router.

[RonJB]

I have a phone which is connected to the outside world and no dependents requiring any other communications.

[Mandisa-TT]

Thank you, Will you (and anyone who lives with you) be able to contact emergency services while your services remain impacted?

[RonJB]

No.

[Mandisa-TT]

Great! Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

[RonJB]

Yes.

[Mandisa-TT]

Thank you, just to confirm you are at home and will be at home available for the checks?

[RonJB]

I have plugged the new router in.

[Mandisa-TT]

Hi @RonJB we need to check the new router to identify the issue since it is compatible and should be working. Can you plug the WiFi Hub and use mobile data while we running the checks?

[ferguson]

OK, thanks for clarifying. I don't understand why the new one doesn't work, lets wait for the support team. 

[RonJB]

My current router is a Huawei HG633. I am on a Fibre65 package. I wasn't given a choice of what router was being sent, as the email from TT only had a box to click and order the new router. No information about what the router was. 

[ferguson]

No. That router should work with your current service, it is capable for both. But if it isn't then either it is faulty, or you have another issue with your line. Which model of router are you currently using which appears to be working? Other than that, wait for further advice from the support team.

[RonJB]

So the two options are I have been sent the wrong router, or TT has to upgrade my connection box. Yes?

[ferguson]

OK, but that only applies if you have Full Fibre, which apparently you don't?

[RonJB]

I've added two pages from the setup instructions that came with my router. There seems to be some confusion about when the green light will come on, as it happens in both step two and six. My router remains blinking orange. The fibre connection box is nothing like the old plug on my wall (see previous picture). 

I still have no idea whether I did book an engineer with the AI assistant. And I'm still using my old router, which has been rather temperamental today. Hopefully someone from TT will be able to shed some light on my £80 purchase.

setup page 1

setup page 2

[ferguson]

You can't run a test without a microfilter, this has an adapter so that the DSL cable can connect to the test socket, which is otherwise suitable only for a phone connection.  If the old router is working then you may as well stick with that pending further advice from the support team. 

[RonJB]

By the time I located the tests I assume you were referring to, I had run out of my daily mobile allowance. The orange light stayed blinking.

I'll give it another try tomorrow and go back to the old modem for now.

[RonJB]

Sadly, the engineer set up the old router when I moved here and took all the excess stuff away. There are none in the new box.

[Gliwmaeden2]

Talktalk routers usually come with 2 micro filters supplied - anybody wanting to use their landline handset would need to use one so the router goes in one bit, the phone connects to the other bit of the micro-filter and the micro-filter itself goes on the master socket, @RonJB.

It's not at all unusual to have a few spare lying around over the years. Check boxes that equipment came in.

[RonJB]

Yes, of course I used the new cable. And why would I have a microfilter lying around? I'm not an engineer. I will plug it back in now.