Get expert support with your Fibre connection.
4 hours ago
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
3 hours ago
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
3 hours ago
today please
3 hours ago
Hello,
When are the best times to contact you and I'll pass this over to the team?
Michelle
3 hours ago
yes please
I would just like it fixed
3 hours ago
Hi,
Thanks for confirming. Would you like us to arrange for our Faults Escalation Team to contact you directly.
Thanks
Michelle
4 hours ago
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?
4 hours ago
no third green light on ONT box either with new routers
so they are not communicating with ONT or wifi
4 hours ago
none of the new routers connect they just flash red all the time
4 hours ago
i think it was openreach
it did work for a while
4 hours ago
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
4 hours ago
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
4 hours ago
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
4 hours ago
updated
4 hours ago
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:
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