Upgrade to fibre35

[Jimmy33]

Just upgraded my elderly dad's broadband from what I assume was a basic copper line to Fibre35. Should he have received a new router or is the old one capable of the job? His internet has not been working since the upgrade. I'll have to go visit him to try and fix the issue but no new equipment was sent to him, is that correct for an upgrade to fibre? Sorry, I'm unable to give the current router model until I call by his flat, however it is not the same as the one shown in the support video, but it is similar. Thanks for any advice. J

[mandisa1-TT]

Thank you so much for the support @Gliwmaeden2 

Hi there @Jimmy33 We are sorry to hear your father is having issues with the service, the information provided above by @Gliwmaeden2 is correct, should your father still be experiencing an issue with the service please ask him to post here so we can assist further and have this resolved ASAP:)

[Gliwmaeden2]

There are no staff on here before Monday, @Jimmy33.

But an upgrade to Fibre35 is still partly copper, as it's only FTTC, so the fibre only runs to the cabinet. 

Something not quite right if there seems to be no service, but try switching that router off for fully 30 minutes.

Not less than that. Let us know if the service then comes back to life.

Also check his phone is working OK for calls and any noise on the line.

Do check the specifics of the model on a label on the back of the router. 

New routers are only sent out if a current one has failed or for some upgrades to Full Fibre to the premises where an old router couldn't provide VOIP services etc.

You will maybe need to pass ID checks when dealing with support agents, or, if possible,  ask your father to post on the community in his own right. 

You need to be a nominated user or have PoA to otherwise speak on someone else's behalf.