on 02-12-2021 10:47 AM
Can anybody help?
I received last weekend a new fibre router, set go go live this Monday / Tuesday.
I have connected everything up, and am getting a solid amber light on router.
I have contacted customer service, they tell me service is live and working okay.
Phone service was useless, told me to turn off for 20mins, then when I rang back, lines were closed.
Tried live chat, and 'Roland' decided it was home time and abandoned the session....
Three days now no service, I have tried reset button , changing filter, left off overnight, nothing doing.
What can I do now?
on 14-12-2021 06:53 AM
on 13-12-2021 06:20 AM
on 10-12-2021 06:40 PM
Was there a returns bag and prepaid label supplied with the new router ?, if so you can return the old router in that bag. If there was no returns bag then the staff here will be able to send you one when they are back on Monday.
on 07-12-2021 09:23 AM
on 06-12-2021 01:33 PM
Would you like to try another router to rule out a hardware issue ?
Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.
WEAR A MASK - WASH YOUR HANDS - SOCIAL DISTANCE
on 04-12-2021 08:20 PM
Ok, so that at least proves that your phone line has been connected correctly. It would be worth trying the router in the test socket if you have one. If it still does not work then the staff here would need to look into this further, if they thought the router itself might be at fault then they would be able to arrange a replacement for you when they return on Monday. Alternatively you may be able to convince the live chat team to send you a replacement router to test with.
on 03-12-2021 07:15 PM
Do you happen to have a landline telephone that you could connect to your phone socket, if so can you dial 17070, this will read back the phone number of the line, can you confirm this is the number you expect (i.e. the one shown in 'My Account'). This would at least prove that Openreach have connected you up properly and your line is 'live'.
The staff on this community won't be around until Monday now, so you may get faster support by using the live chat or calling customer services on 0345 172 0088 over the weekend, however the staff here should respond to this topic early next week to help if you are still having issues. If they can't see any issues with the line then they may send you a different router to try, in case there is a problem with the router you have.
on 03-12-2021 07:08 PM
Hello, thanks for your input. Unfortunately, I do not have another router to use. The router I have is refusing to connect to the broadband. I have tried to access it using it’s IP but I still cannot connect . I tried multiple times leaving it switched off for long periods, but this is not working. Are you able to access the router from Talk Talk end?
on 03-12-2021 06:54 AM
I'm really sorry to hear this.
I've completed a line test which hasn't detected any faults. Is the router connected at the test socket at the moment?
Do you have another router that you can test with?
on 02-12-2021 11:29 PM
@MrMagpieMan, the forum software failed to escalate your post into the workflow for staff attention.
I'll do this now, and remove your other, duplicate thread.
Please look out for a reply from staff during the day.