Third Party Router On CityFibre FTTP

[ssechaud82]

I've replaced the router on the CityFibre FTTP connection with a 3rd party router which is connected to the ONT but it can't connect to the internet.

I've setup the 3rd party router using the instructions here: https://community.talktalk.co.uk/t5/Articles/Set-up-a-non-TalkTalk-router/ta-p/2205383 and I've set the VLAN ID as 101.

I believe the issue is that CityFibre FTTP uses a VLAN ID of 0 but I can't set the VLAN ID as 0 on the router I've got.

I am going to plug the new router back in and leave it in the hopes that someone can set the profile and when I wake up tomorrow it will magically work. x

Can a change be made to the FTTP profile so that the 3rd party router will work on the CityFibre FTTP connection?

I've update my community profile to include my name, account number and contact number.

[mandisa1-TT]

Hi there @ssechaud82 thank you for updating us you were able to get through someone.

[ssechaud82]

Thanks for the advice. If I don't get this resolved I might look into the switch option.

I am just off the phone to TalkTalk support and a nice helpful person has told me they will escalate with OpenReach CityFibre to get the VLAN profile set to 101 as per the TalkTalk instructions for third party routers.

They mentioned using a VLAN ID of 1121 or 3760 but neither worked and asked can it be set to 101 as the TalkTalk instructions stipulate.

They said it might take a day or two, so I have left the new router hooked up with VLAN ID of 101 and hopefully they will set the correct profile and everything will be golden.

[MerlinBengal]

Really, it is no good getting irate with anyone on this forum either mods or support.

Pain in the bum isn't it but TT will NOT support 3rd party router/switches etc neither will any other isp but there is a work around by using a TP-Link SG108E between the ONT and the router. Means buying a managed switch but it is around £28. I know not fair but this will handle the Vlan problem so your router doesn't have to.

I am not on here anymore as frankly I do not need them for anything, I can do it all myself unless I get a fibre outage then it's the phone number. Fibre with City Fibre has been absolutely perfect. I could help you set this up but I am not likely to be around much if at all. If you want to know how to set this switch, go into (MS AI0 Co-pilot but don't ask it about Israel football supporters or West Ham 🙂 

I won't lie, I find full fibre support abysmal but if they aren't trained in it, then it really is best NOT to try and sort it without proper qualifications and knowledge. So call the number or buy a switch.

This sorts your problem with 'support' and is very easy to setup.

Good luck.

[ssechaud82]

Why is customer support no longer available on this platform? Why have systems been removed? Why have staff not been trained to provide the same level of support as the other customer who had the exact same issue and got it resolved with no unpleasantness like I am seeing here?

In this thread the same issue I have is resolved: https://community.talktalk.co.uk/t5/Full-Fibre/3rd-party-router/m-p/3098743

I am told it is because that staff member is no longer with TalkTalk, if so is there no new staff to replace them?

I am told it is because you do not have the systems, if so when and why are those systems removed and customers where not notified in a change to support services they receive?

[Philile-TT]

@ssechaud82 customer support is available on other platforms. 

[ssechaud82]

TalkTalk should be notifying customers to let them know that systems are being removed from support staff and that they will no longer receive the same support as other customers. Should be standard procedure for all changes to services for customers on contracts as this would constitute a change in service.

[Philile-TT]

@ssechaud82 we do not have systems for full fibre. 

[ssechaud82]

Just to confirm, you are refusing to provide the support another customer received because you claim you have not ben trained how to do so. There is no issue with my devices. The issue is with CityFibre, who told me you need to raise a ticket with them to get it resolved like the other customer had their issue resolved, but you are refusing to do so. You are also deliberately being obtuse and obstructive, the issue and solution have been explained numerous times now.

[Philile-TT]

@ssechaud82 if you need to the assist consider doing the above, otherwise we can't assist you on this platform. Thank you. 

[ssechaud82]

Was that staff member fired for being actually helpful? Is there any helpful staff available to offer the same support? Or is there no support now? Do you not see an issue with customers not receiving the same support and outcomes when they have the same issue?

[Philile-TT]

@ssechaud82 the staff that was assisting this customer is no longer on the forum as @Gliwmaeden2 advised above. 

[ssechaud82]

The issue will be resolved when TalkTalk make a ticket with CityFibre to switch the profile on my fibre line to VLAN ID 101 like the instructions from TalkTalk tell me to use for third party routers, same as they did for this happy customer in this thread here: https://community.talktalk.co.uk/t5/Full-Fibre/3rd-party-router/m-p/3098743

I really don't understand why I am getting so much push back and obstruction for what is the exact same issue in that thread, which was resolved happily for the customer, but for me, I am being told it is not possible and having to make complaints.

[Philile-TT]

@ssechaud82 if the fault is with the services, then you should plug in the TalkTalk supplied router and then contact the team to run checks for you. We cannot assist you on the forum with full fibre faults. 

[Philile-TT]

@ssechaud82 have you tried to use a TalkTalk supplied router to see if you still have an issue? 

[ssechaud82]

I am not stopping them. As you can see in the response, Albert doesn't even say he is going to get back to me or provide any contact details for me to respond to his response to my complaint. Everyone just seems to want to misdirect the issue as me wanting support for a fault with my router, when the fault is that the CityFibre VLAN ID is 0 and not 101 like in the instructions TalkTalk tell customers to use here: https://help-centre.talktalk.co.uk/Broadband/Manage_my_network_and_devices/Set_up_a_non-TalkTalk_rou...

[Philile-TT]

@ssechaud82 yes that is right, we do not support third party routers, our system will not run a diagnostics test on a third party router. 

[ssechaud82]

I keep trying to tell you TalkTalk support keep telling they cannot help. I even made a complaint and the response just says tough luck we do not support third party routers, despite TalkTalk having instructions on their own website telling customers how to set it up, despite the link to the other thread where another customer got what they needed. Here is the response to my complaint, as you can see no support is coming to help me:

Dear Stefan,

My name is Albert from the TalkTalk Complaints Department. I apologise for the inconvenience and the concerns you have raised with us. This relates to your purchase of a third‑party router, and we will provide a full explanation as to why we do not recommend its use.


​​​

• Pre‑configuration & plug‑and‑play: ISP routers come ready to use with default settings, so customers don’t need to set up complex configurations.

• Guaranteed compatibility: They are tested to work with the ISP’s infrastructure, reducing risks of connection issues.

• Remote management: ISPs can monitor, update firmware, and troubleshoot remotely, which they cannot do with third‑party devices.

• Customer support efficiency: If you call for help, ISP staff are trained to handle their own equipment. With third‑party routers, they may refuse support or limit assistance.
  
  ​​​​

Given this, any future issues will not be supported by our team, as we can only provide assistance with our own equipment. Technical matters related to the third‑party router are not our responsibility, since it was purchased at your own risk. Therefore, we are unable to adjust the DHCP setup or make changes solely to ensure the router functions. We trust this clarifies your case.


​​​​​​​Best regards,
Albert
TalkTalk Complaints

[Philile-TT]

@ssechaud82 as @Gliwmaeden2 has mentioned you need to contact the full fibre team for assistance using the number provide. 

Opening Hours: 

VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

[ssechaud82]

Glad TalkTalk customers are supporting TalkTalk staff. Any chance the TalkTalk customer can get support from the TalkTalk staff to get their issue resolved?

[Philile-TT]

@Gliwmaeden2 thank you for the support.