New router not connecting

[jbxox]

I have a new replacement TalkTalk Router and have been unable to connect. TalkTalk sent City Fibre as they said it was their fault. ONT and all cabling checked by them. The ethernet lights solid for about 40 secs but amber light continues to flash on router..... ethernet light goes off for 20 secs and the process starts again. It seems like the new router has not been enabled correctly by TT.

(I had a similar issue several years ago when I had a previous new router and it was quickly fixed) I have spent 8 frustrating hours in total on chat and noone seems to check this. They keep asking me to do the same checks over and over and then pass me on to someone else to do it all again. HELP!!

[Anonymous]

Morning,

I'm glad to hear this and please let us know if you need any further assistance.

Thanks

Michelle

[jbxox]

Thanks Debbie, Michelle and Mohammed. After 10 days and about 14 hours on the TT chat., which was so  frustrating and going round in circles you have been able to fix the issue by sending a replacement router and ensuring it was live for when I set it up last night. All running smoothly now. Many thanks.

[Anonymous]

Hello,

I'm glad to hear that they have made contact. Hopefully the new router will resolve this.

Michelle

[jbxox]

Thanks to your team. I had a phone call and hopefully a new router will solve this ongoing problem. I'll let you know on Friday. 

[Anonymous]

Hi,

Sorry for the confusion. I've now passed this straight to our Faults Escalation Team now and I will post back here as soon as I receive an update. It's possible that the team may also try and contact you directly.

Thanks

Michelle

[jbxox]

The router in the photo is the one you sent me last week....I assume it's hub 2. It's connected to the ONT box by ethernet cable which came with it and to power cable which is on. Is there anything else I should do?

[Anonymous]

Hello,

Ah I see. Could you try connecting the wifi hub 2 router please as this should hopefully connect now that the profile has been changed.

Michelle

[jbxox]

Yes it has the green voice port but I haven't switched to using that yet. I'm assuming it's a hub2. . Thanks for your help so far it's been good to communicate with a human being who I felt was doing something to help. I hope I'm not going back to the endless repetition that I was on with the chat team via the bot. If that's the case then I'll give up on TalkTalk completely.  I have been without internet for 10 days 

 

[Anonymous]

Hello,

Can I just double check that you're still using the wifi hub2 router? (with the green voice port on the back) If you are then I will escalate this over to our Faults Escalation Team.

Michelle

[jbxox]

I'm not sure if there's anything else I should do to retest or reconnect. I tried turning the power and ONT off for 5 minutes and then turning back on again but it's exactly the same as before ie ethernet light on ONT for solid green for 40 secs and then off for 20 secs. All the time the amber light on router is flashing...... Should I do anything else 😭

[Debbie-TalkTalk]

Hi @jbxox 

No you can leave the router switched on, you just need to try to connect again after 20 minutes.

Thanks

Debbie

[jbxox]

Do I need to switch everything off for 20 mins for this 

[Debbie-TalkTalk]

Hi @jbxox 

We've made a change to your line profile, please allow 20 minutes for the changes to take effect and then retest.

Please let me know how you get on.

Thanks

[Debbie-TalkTalk]

Hi @jbxox 

Thank you for updating your Community Profile. I'm just looking into this further and I will post back here as soon as I have additional information.

Debbie

[jbxox]

I'm back home now. I've put the new working cables back in, in the hope you can find a solution. Do you know if the new router is correctly provisioned in your system?

If not do I need another new router to try.

[jbxox]

I don't know how to find the place to do this

[jbxox]

I'm going to have to go out for a couple of hours to get WiFi for completing a project. I'll pick this up when I return...but can't do anything with the router until then. 

[Debbie-TalkTalk]

Hi @jbxox 

Please can you add your name and TalkTalk account number to your Community Profile, we can then take a look at this.

Thanks

[jbxox]

Have plugged in the old power cable and there is no light on the the new router now

[Debbie-TalkTalk]

Hi @jbxox 

Please can you swap over the cables for me, using the cable from the old router on the new one?