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Router flashing orange after full fibre install

Joe71
Team Player
Private Message
Message 32 of 32

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

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31 REPLIES 31

Message 1 of 32
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Message 2 of 32

That’s brilliant, I’ll let them know.

 

Thanks for all your help Chris.

 

Kind regards,

 

Joe

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Message 3 of 32

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


Chris

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Message 4 of 32

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


Chris

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Message 5 of 32

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

 

Thanks,

Joe

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Message 6 of 32

Hi there,

 

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

 

Joe

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Message 7 of 32

Hi Joe71

 

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

 

Thanks

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Joe71
Team Player
Private Message
Message 8 of 32

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.

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Message 9 of 32

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

 

Message 10 of 32

Good morning,

 

Please see attached.

60dbe6b4-a6c6-417c-9d52-744b3bf807fe.jpeg

fdc4d906-40bb-45d2-a5d7-d79167fe04c7.jpeg

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Message 11 of 32

Morning Joe71,

 

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

 

Thanks

 

Michelle

 

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Message 12 of 32

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.

 

 

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Message 13 of 32
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Message 14 of 32

Will do.  Thank you.

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Message 15 of 32

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

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Message 16 of 32

OK, I'll take a look now


Chris

Message 17 of 32

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

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Message 18 of 32

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

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Message 19 of 32

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.

 

 

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Message 20 of 32

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

Chris

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