when can I expect re-connection to internet?

[kannank]

Hello,

(edit: mods, can you please move to fiber forum please? I have fiber 35 account)

I moved house and got an email saying I can connect my router and the connect should start to work. Also I got conflicting SMS stating I need/ dont need an engineer to setup.

Earlier the connection was through optic fiber, so had the router connected directly via ethernet (DHCP setting).

now, after move, it is back to copper and hence I have connected the phone line and changed the IPV4 setting to PPP.

anything else needs to be changed?

The orange light in the router is flashing slowly and no internet.

Anything I need to check/ reconfigure?

When can I can expect to be reconnected?

thanks.

[Anonymous]

Hi kannank,

I'm really glad to hear this and thanks for letting us know 🙂 Please let us know if there is anything else that we can help with.

Thanks

Michelle

[kannank]

Hello Michelle,

apologies for the delay in reply.

The connection is up and running and up to speed as always with TalkTalk (Based on my experience over the last 5 years!)

It was my mistake in the end.

I received the new router which I connected and it still wouldn't connect. It was the filter/ splitter at the new property that had stopped working. When I replaced it with the one that came with the new router, it was working perfectly.

Since the previous property had optical fiber, I had lost the my own old filter.

thanks  a lot for your support!

[Anonymous]

Morning,

How are you getting on?

Thanks

Michelle

[Chris-TalkTalk]

OK thanks 🙂

[kannank]

Thanks a lot for your support Chris,
I'll connect the new router tomorrow and update here.

[Chris-TalkTalk]

OK, I've ordered the router, it should be with you within a couple of days but should arrive tomorrow

Chris

[kannank]

yes please.

I did end up having a new router every time I move house.

[Chris-TalkTalk]

OK thanks. I think we should try another router, would you like me to send one?

Chris

[kannank]

Hi Chris,

that is correct. it was reset via the UI first and then via the reset button at the back. The router is completely reset.

[Chris-TalkTalk]

Thanks, and you reset the router to factory setting as per the instructions here - Restore your router to factory settings - TalkTalk Help & Support

[kannank]

Router Model:

Sagemcom

TalkTalk Wi-Fi Hub

device ver FAST 5364-3.T8

[Chris-TalkTalk]

Thanks for the information. My Account can take a while to update but I can see that the service went live yesterday. Could you just take a look at the label on the router and confirm the make and model

Thanks

Chris

[kannank]

My TalkTalk account also shows the old FTTPxxxxxxxx account number from the previous house. shouldn't this also be removed once I moved house? Old phone number shows up as disconnected.

[kannank]

Hi Chris,

I tried the test socket as well. opened the case from NTE5(/C?) master socket and plugged it directly in the test socket. just the same slowly blinking orange light. tried turning off and unplugged the whole setup for an hour and tired again. no luck.

phone line is working ok with minor disturbances heard on line.

As I mentioned earlier, the maintenance logs do not show an attempt to connect. there are only wifi events and sys logs for login and router reset.

[Chris-TalkTalk]

Hi kannankariraman,

You don't need an Openreach modem. Could you connect the router to the test socket, if you have one - Your guide to main phone sockets - TalkTalk Help & Support

Chris

[kannank]

Do I need a openreach modem for fiber35 fttc as specified in https://community.talktalk.co.uk/t5/Articles/Check-your-router-setup/ta-p/2204690

?

There was no engineer visit at all. Please support in resolving.

[kannank]

Hi Gliwmaeden2,

Thanks,

Am just adding some findings..

The general status page only shows wlan connection as disconnected... Not sure if I can use the same router form optical fiber back to copper.

The logs do not even show to attempt a connection... Not sure what is happening???

[Gliwmaeden2]

Staff will be back during the day, @kannank.

[kannank]

Hi Chris,

I have reset the router. No change. Slow orange flashing light.

[Chris-TalkTalk]

OK thanks. I'd suggest resetting the router to factory default settings just to make sure that it has the correct settings. 

Chris