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]

Did you swap out the DSL cable for the one that came with the new router? Have you tried connecting at the test socket using a plugin microfilter?

[Mandisa-TT]

I understand we need to check the new router to identify the issue since it is compatible. Can you plug it back in and use mobile data for the checks? If not, please call us directly, and we can run the checks for you. Here is the number to our customer service department 03451720088 who will be able to assist you moving forward, you can contact them between the times Monday - Friday 9am - 7pm ; Saturday - 9am - 6pm ; Sunday - Closed

[RonJB]

I plugged the old one back in. 

[Mandisa-TT]

Thank you for confirming, are you on mobile data or did you switch the router to the old one after getting the flashing orange for five minutes?

[RonJB]

Plugged it back in anyway, and just the flashing orange light for five minutes. 

[RonJB]

Did you read the part where I said I DID set it up and only received an orange flashing light? And if I do plug it in, how am I to know if/when you are running tests as I will not have internet access

[Mandisa-TT]

I understand, can you follow the below link to set it up and if you are still experiencing issue let know we will be able to run checks because the hub is compatible on the socket you have provided. 

Set up your Wi-Fi Hub or Wi-Fi Hub Black

[RonJB]

Oh, I should add that when I did plug it all in, I got a slowly flashing orange light. Nothing else.

[RonJB]

Here's a pic of the back of the router (otherwise it is just a featureless black box). I've covered all the passwords.router

[Mandisa-TT]

I understand, I need to see what type of WiFi hub, please provide a picture of the equipment that was sent to you 

[RonJB]

It's not the router's problem. It is that I have an antique wall socket which wasn't upgraded when I moved here four years ago. See: wall socket

[Mandisa-TT]

Hi @RonJB thank you for bringing this into our attention, the communication that was sent regarding the out of warranty router had an option and had a link to click if you want to purchase the WiFi hub. Can you provide a picture of the equipment that was delivered to you.