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FIbre Support

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Requesting new router

NatHarry
Chatterbox
Private Message TalkTalk
Message 17 of 17

We’ve been advised from a recent engineer visit to request a new router as ours was purchased in 2020. We've had drops in connection and more recently, despite download speed showing as ok, the actual download comes out very slow. Please can we have an updated router? Thanks @@Debbie-talktalk 

16 REPLIES 16

Message 1 of 17

OK thanks. Could you try connecting the router to the test socket. You'll need to connect it with a micro-filter. The test socket is accessible by removing the master socket faceplate


Chris

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Message 2 of 17

Hi Chris,

 

We have the NTE 5C MK 4. Thanks

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Message 3 of 17

Thanks. Could you take a look at the help article in my previous post and let me know which type of master socket you have


Chris

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NatHarry
Chatterbox
Private Message TalkTalk
Message 4 of 17

Hi Chris,

 

There is another socket but this is unusable as there is no power source in the room for the router. Thanks

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Message 5 of 17

OK thanks. Is the master socket the only socket you have in the house?

 

Does your master socket have a test socket? - Your guide to main phone sockets - TalkTalk Help & Support

 

Chris

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Message 6 of 17

Hi Chris,

 

The router is connected to the master socket. Thanks

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Message 7 of 17

Thanks. I can see that there were connection drops and a high number of errors at times. Is the router currently connected to the test socket as line test is picking up a potential home wiring issue?

 

Chris

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Message 8 of 17

Hi Chris,

 

The latest loss of connection we noticed was at 5:15pm and the router flashed orange, then orange and white. Thanks

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Message 9 of 17

OK thanks. If there are any more disconnection this evening could you make a note of the time and if the router light changes colour. I'll pick this up tomorrow and check the disconnections against the line history

Chris

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Message 10 of 17

Hi Chris!

 

Latest one we’re aware of happened approx 9:50 this morning - routinely when this happens, all devices lose connection and the router blinks orange, then white/orange, then resumes connection. This can happen sporadically, maybe once a day or a few times.

 

Thanks

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Message 11 of 17

Hi NatHarry,

 

Line test isn't showing any disconnections today, did you notice if the light changed on the router when the connection dropped?

Chris

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Message 12 of 17

Hi Michelle,

 

We don’t have access to the voice service.

 

Thanks

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Message 13 of 17

Hello,

 

Thanks for the update and I'm sorry to hear this. I've run a test on the line now which has detected a potential fault. Is the voice service ok with no noise on the line please?

 

Michelle

 

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NatHarry
Chatterbox
Private Message TalkTalk
Message 14 of 17

Hi Debbie,

 

The router arrived really quickly! We tested and there seemed to be less connection drops in the beginning but the download issue stayed the same.

 

I used TalkTalk’s connection test which prompted another engineer visit, as the problem was said to be between the exchange and our home.

 

The engineer swapped out the wires and power cable. Once he had worked on the router, the download/upload speeds more than doubled, but this morning the connection has dropped three times following the “resolved” email. Is there any way this can be double checked?

 

Thanks

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Debbie-TalkTalk
Support Team
Staff
Private Message
Message 15 of 17
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Debbie-TalkTalk
Support Team
Staff
Private Message
Message 16 of 17

Hi NatHarry

 

Thank you for creating a new topic. I've ordered the replacement router for you, please allow 24-48hrs for this to arrive.

 

Let us know once you have received and tested with the new router.

 

Debbie

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