Router flashing orange after full fibre install

[Joe71]

Flashing orange and no internet after “upgrade” to full fibre - please can someone explain?

[Chris-TalkTalk]

No problem 🙂

[Joe71]

That’s brilliant, I’ll let them know.

Thanks for all your help Chris.

Kind regards,

Joe

[Chris-TalkTalk]

I've ordered the router, it should be with your parents within a couple of working days

Chris

[Chris-TalkTalk]

Thanks for answering the security questions. Yes your parents appear to have VoIP so I'll arrange to send the wifi hub 2

Chris

[Joe71]

I can confirm my parents haven’t received a new router.

Thanks,

Joe

[Joe71]

Hi there,

I’ve filled in the required info on the private message link.

Joe

[Debbie-TalkTalk]

Hi Joe71

I'm just sending you a Private Message to confirm some details so we can discuss this.

Thanks

[Joe71]

I will check with them regarding the router.  Please can you confirm if the copper voice has been switched off?  Do they have digital voice on their account?  If not, there is no point sending the router.  I think they are of the understanding that services would not change with the upgrade.

Thanks.

[Michelle-TalkTalk]

Hello,

Thanks for confirming. Is this the only router that your parents have ever received? Would you like us to send a Wifi Hub 2 as this will have a voice port? Please can you also add the Account Holders name to your Community Profile please. Please do not post any personal information on the Community.

Thanks

Michelle

[Joe71]

Good morning,

Please see attached.

 

 

[Michelle-TalkTalk]

Morning Joe71,

Thanks for confirming. Can I just confirm, which router do they have please? (make and model)

Thanks

Michelle

[Joe71]

Hi Chris,

They have internet now - thank you.

The phone on the copper line doesn’t work though.  Has that been switched off?  They don’t have a phone socket on the router for that digital voice thing.

[Chris-TalkTalk]

Thanks 🙂

[Joe71]

Will do.  Thank you.

[Chris-TalkTalk]

OK, I've made a change, could you ask you parents to give it an hour and then retest. Please let me know how you get on

Chris

[Chris-TalkTalk]

OK, I'll take a look now

Chris

[Joe71]

I don’t know how to find the private notes section but I’ve added their number as the alternative number.

[Chris-TalkTalk]

Could you add your parents account number or TalkTalk landline telephone number to the private notes section of your community profile and I'll take a look at this for you

Chris

[Joe71]

No that’s my own number.  Their home phone doesn’t work either since the upgrade.  They have a dial tone but can’t make calls.  If I call their phone it goes to the voicemail.

So it looks to me like the copper line and broadband are now inactive, and the new full fibre line hasn’t yet been activated.

[Chris-TalkTalk]

OK thanks. Is the telephone in your your community profile your parents number?

Chris