Full fibre fitted and mobile phone doesn't work

[Jenh26]

We had full fibre fitted on Tuesday and received a new router to keep our landline. Since it has been fitted, we are unable to make or receive calls and text messages on mobile phones. We can't even make WiFi calls. We are on EE and Giff Gaff. I can stand on my doorstep outside and it works. EE have confirmed it's nothing to do with them following numerous checks. Has anyone experienced anything similar? We have been forced to go back to our old router so now have no landline.

[nambuso-TT]

Hi there @Jenh26 Thank you very much for letting us know. @ferguson any help would be appreciated. 

@Jenh26 Should you have any concerns please use the above contact details to contact our full fibre department.

[Jenh26]

• That's correct. On our old router, we can get WiFi calling but not on the new one. We have returned the new router and are keeping the old one. It's just really odd and annoying. My WiFi calling has always been switched on but it's the fact that my partner is on Giff Gaff which is a different network and he is now having the same problems. I'm working all day so don't find out if works are going on in the 

[mandisa1-TT]

Thank you for the support @fr8ys 

[fr8ys]

Are you now saying your mobiles are not working with either router attached?

If so then this rules out a router issue.

Has anything changed in you immediate vicinity recently, such as new mobile / Freeview infrastructure or repeaters for smart meters being installed. The latter should not make any difference as the broadcast wavelength is different, but some people are saying they have issues.

If so it might be worth investigating with them.

[mandisa1-TT]

The full fibre live chat operates on Sundays, you can contact them using the following live chat link: How to contact TalkTalk Broadband
WEB MESSAGING - Mon-Fri: 8am-9pm; Sat: 8am-7pm; Sun: 9am-7pm

Alternatively you can ask your partner to share his telephonic password with you or reset it using the following link: Setting up your telephone password and then share it with you, the full fibre team will then be able to discuss the account with you.

[Jenh26]

I'm not the account holder so you won't speak to me and my partner works away all week as a driver so only has a Sunday to sort when you aren't open to deal with issues. 

[mandisa1-TT]

I am sorry to hear that, please contact the full fibre team 03451720074 - VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed. They will further look into this for you.

[Jenh26]

We can use WiFi calling with the old router but our phone networks are not working.

[siphosethu-TT]

You are most welcome, please confirm if everything is working as it should with the old router? 

[Jenh26]

Thank you for your replies. We have decided to lose the landline phone and go back to the old router. We need working phones in case of an emergency with our elderly parents and this seems to be our best solution.

[siphosethu-TT]

Hi there @Jenh26, please confirm if you are still having issues with your services. I'm sure the stars already helped, so I need to confirm.

[KeithFrench]

Hi @Jenh26 

Assuming that you have the WiFi Hub 3, this works as far as WiFi calling is concerned, but of course, you must be connected to the router's WiFi. Depending on the phone OS, there can be some preference settings, but that shouldn't come into play here, as you have no mobile signal. I have never come across a situation, though, where full fibre or its router blocks the normal mobile network, such as EE etc.

[ferguson]

@Jenh26 

To get your mobile phones connected by WiFi you need to connect them to the settings on your new router. Try "forgetting" previous settings and then scan again.

[fr8ys]

That sounds strange as there is no direct link, unless it's interference, which would be unusual.

Staff here though don't have access to Full Fibre systems so you will need to phone the Full Fibre team.

Try phoning 03451720074
Opening Hours:
Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

@KeithFrench any thoughts?