complaint

[Blackknight1]

so was upgraded to fibre , worked for a while then new router kept failing - switching it off and on again ceased to work - so replaced it with my old router which is still working but doesn't have a phone connection. Phone used to run through telephone line which defunct after upgrade to broad band. 

I have been through 3 new routers all of which only flash red/orange for ever and never return to blue. ONT hub is missing 3rd green light when new routers used.

i have spent over 10 hours on phone to talk talk and no one can help. line tests completed again and again and a btconnect engineer has been sent out to waste his time as all was working which we knew 

have I got another faulty router or am I missing something that no one knows 

[Michelle-TalkTalk]

Hello,

I've escalated this over to our Faults Escalation and have asked if they can contact you as soon as possible. I can't guarantee that it will definitely be today, however I have told them that you are available for a call today.

Thanks

Michelle

[Blackknight1]

today please 

[Michelle-TalkTalk]

Hello,

When are the best times to contact you and I'll pass this over to the team?

Michelle

[Blackknight1]

yes please 

I would just like it fixed 

[Michelle-TalkTalk]

Hi,

Thanks for confirming. Would you like us to arrange for our Faults Escalation Team to contact you directly.

Thanks

Michelle

[Blackknight1]

According to guidance you should be able to plug them in and away you go 

I also asked that could i have a router that had been tested as the previous two hadn't worked 

I have spent hours and hours on this 

the proceedure seems to be 

1. check line 

2, send a bt connect engineer

3, confirm line working 

4, close file 

5, repeat 

I then have to request new router in vain hope that one will work and send old one back otherwise I get charged 

then I get texts from talk talk telling me they've found a solution 

I'm assuming the only way to fix this is cancel my direct debit and find an new provider? 

[Blackknight1]

no third green light on ONT box either with new routers 

so they are not communicating with ONT or wifi 

[Blackknight1]

none of the new routers connect they just flash red all the time 

[Blackknight1]

i think it was openreach 

it did work for a while 

[Michelle-TalkTalk]

Thanks for confirming. So all the new routers that we have sent won't connect to the ONT at all? Was your FTTP connection set up by CityFibre or Openreach please?

Michelle

[Blackknight1]

yes the line is working 

device connected is old router DG8041W-2TS

this is working but doesn't have a phone connecter 

new routers that don't work are FAST 5464-2-T4

they have a phone / digital voice connecter 

[Michelle-TalkTalk]

Hello,

Thanks for the PM. I've run a test on the line now which is clear. Which make and model of router do you currently have connected at the moment please? Have the lights changed on the router today?

Thanks

Michelle

[Blackknight1]

updated 

[Michelle-TalkTalk]

Good morning,

I'm sorry to hear this and we can look into this for you.

Can you please update your community profile to include your:

• Name
• 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