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Third party router. Forums say yes, supoort says no

Reyna12
Visitor
Private Message TalkTalk
Message 5 of 5

My eero router failed this morning (so support say) so another is on order but it won't arrive until later in the week. I work from home and have a child with the Internet being used for TV as well.

 

I've tried using a third party asus rt-ax82u router but it won't authenticate.

 

I spoke to support and they said despite forum posts saying this was possible, I am not able to use third party routers. 

 

Is there a way I can have it permitted based on the fact it'll only be for a few days?

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4 REPLIES 4

Message 1 of 5

Hello,

 

Can you please update your community profile to include your:

 

  • Name
  • TalkTalk Telephone number or Account number
  • Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

 

Thanks

 

Michelle

 

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KeithFrench
Community Star
Private Message TalkTalk
Message 2 of 5

Most third-party routers use the same profile as the eero, but I can't guarantee that it won't require this change. So much also depends on who has provided your full fibre. The relevant VLANs will probably need to be set up in your router. This gives some guidance, but I am not sure if it predates full fibre or not:-

 

https://community.talktalk.co.uk/t5/Articles/Set-up-a-non-TalkTalk-router/ta-p/2205383 

 

I have asked one of TalkTalk's support to pick your thread up and advise you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, Full Fibre account number & if you can, please include the serial number from your ONT in the Private Notes section. Please also try to include an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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Message 3 of 5

Thanks Keith. I followed other posts on here and it only seemed to be the VID that needed changed (other than the settings mentioned on the talktalk support site)

 

Support were VERY firm that no third party router would work and they could not undertake the line change that I've also seen mentioned on other posts here.

 

I'd ask what router is compatible but as far as I could tell, it could see the connection and just wouldn't authenticate with talktalk 

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KeithFrench
Community Star
Private Message TalkTalk
Message 4 of 5

Currently, you can still use your own router if it is compatible with the TalkTalk network and configured correctly.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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