Migrated from shell

[Amibrock2]

We have migrated from Shell and have been having problems with internet dropping out. We have a shell router still connected to the old open reach socket. We are on full fibre now but our shell router will not connect through out full fibre socket.( we have the black one) do we need a new router? As the problem is very consistent no.

[Chris-TalkTalk]

OK thanks. You would have been migrated across on the service that you were on with Shell, have you specifically been told that you would be going on to Full Fibre as you still seem to be on FTTC as far as I can see.

Chris

[Amibrock2]

No we were with talk talk originally a few years ago. If it’s the black socket you are on about it was fitted a few years back, when we moved to shell the router they gave us would not connect to it. So had to use the original open reach socket. Now that shell have been taken over and we are now back with talk talk we were put on a full fibre contract but not given a new router 

[Chris-TalkTalk]

So you migrated to TalkTalk and an engineer fitted the ONT?

Chris

[Amibrock2]

Our previous contract was superfast before we were moved to talk talk from shell

[Amibrock2]

We were fully migrated in the 6th of June

[Chris-TalkTalk]

Hi Amibrock2,

Sorry to hear that you're experiencing problems with your service. How long have you had full fibre?

Chris

[KeithFrench]

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, Full Fibre account number & if you can, please include the serial number from your ONT in the Private Notes section. Please also try to include an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.