WiFi connection problems

[Leahbrown7890]

Hi,

I have been with talk talk over 2 years never had a problem. Then a few weeks ago we were upgraded to the new full fibre. Since having that installed we had a couple of small issues such as devices buffering, so decided to plug old router back in as we never had any issues with it. That has been working fine for the last 2 days, however since 6am this morning neither the new or old routers are working and are flashing orange. I have tried resetting them both, I spoke to someone who told me the new box is faulty so they are sending a new one out, however I am confused because if it is an issue with the new router then why has the old one suddenly stopped working, I’m worried it is more of a connection issue and not an issue with the router, can anyone give me any advice? Thanks 

[Anonymous]

Hi Leah,

I can see that my colleague Karl passed this to our Faults Escalation Team a few days ago. Have the team been in contact with you since your last post?

Thanks

Michelle

[Leahbrown7890]

Do you know if it is possible for someone to come out and have a look?

[Leahbrown7890]

yes I have had it switched off for a couple of hours it made no difference, unfortunately not I only have the 1 wire, however I doubt that is the issue as the old box I have been using for the past couple of days does not use that wire (it is connected with the grey broadband wire) and that is not connecting either 

[Karl-TalkTalk]

Hi

Have you tried powering off the ONT and Router for 30 minutes to reset the session.

Also, are you able to try a different cable between the router and ONT to rule out a faulty cable ?

Thanks  

Karl. 

[Leahbrown7890]

Great thanks so much. I’m just worried that the new box will come next week but it still won’t work as I am now having to use my mobile data which will eventually run out and I have 2 young children so not ideal 😩

[Karl-TalkTalk]

Hi

I'm showing a possible authentication issue, so have asked my network colleagues to have a look.

Thanks  

Karl. 

[Leahbrown7890]

Hi, I have updated my account with my account number

thanks

[Karl-TalkTalk]

Hi

Can you please update your Community Profile to include your

• Name
• TalkTalk Telephone number or Account 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

Karl 

[Leahbrown7890]

The new box on the wall they installed when doing the upgrade is showing the power and PON lights on, the data light was flickering but is now completely off. However the old router I have been using for the past 2 days does not connect to the new on the wall box it is connected with the grey broadband cable and  that is now not working either. 

[KeithFrench]

This sounds like a connection issue between the router & ONT or the full fibre rather than a router issue. What lights are on the ONT & what happens if you turn the ONT off for at least 30 mins?