From BT infinity to Talktalk- now no connection

Hi, I would be very grateful if anyone would be able to help me with my problem. I have had no luck on the Talktalk forum or with their customers service.

Last week we switched our Fibre from BT to Talktalk. We've had no connection since. The "Broadband" light just flashes. Phone is fine.

After two engineer visits the issue has not been resolved. I am pretty sure it is an exchange issue but as I am not particularlly knowledgeable about broadband it is difficult for me to pin down what exactly is wrong.

The router is a "combo" router with a built in modem (it is the latest Talktalk "Super Router"). If I look at the router settings I can see that the Operating Mode is set to Auto but it says that it is trying to connect to ADSL.

When the Openreach engineer came he said that the line was syncing fine to his testing equipment and deemed a faulty router to be the issue. But this is not the case. We have had a second router now and the exact same problem persists.

If this is a fibre connection has something been configured wrong here? Should it not say FTTC or something similar? Have they dknr something wrong at the exchange or am I barking up the wrong tree?

Once again I would be so grateful for any response as I am sure all of you here know a lot more than me.

Can you confirm the make and model of your router and post the line stats reported by the router please?

Can you also give the estimate for your line from http://www.dslchecker.bt.com/adsl/ADSLChecker.addres...

Did you move from BT using the new gaining-provider led process?

Edited by deleted (Fri 18-Dec-15 08:03:16)

Did the engineers who visited confirm that your line was on the correct DSLAM port in the street cabinet ?

Hi, no they didn't confirm this. I should clarify - the first engineer was only to check the internal set up. The second visit was from an Openreach engineer.

Hi, it is a Huawei HG633.

From the router:

Internet Connection

DSL synchronization status:
Initializing�
Connection status:
Idle
WAN IP Address:
None
Primary DNS Server:
None
Secondary DNS Server:
None Line Quality

Upstream line rate (kbit/s):
0
Downstream line rate (kbit/s):
0
Upstream noise safety coefficient (dB):
0
Downstream noise safety coefficient (dB):
0
Line standard:
Upstream line attenuation (dB):
0
Downstream line attenuation (dB):
0
Upstream output power (dBm):
0
Downstream output power (dBm):
0
DSL up-time:
0 days 0 hours 0 minutes 0 seconds


FTTC Range A is 74 to 54 down, 20 to 16.4 up.
FTTC Range B is 66 to 30 down, 20 to 11.7 up.

I think we did move using the service you described. They stated that it was a simple switch over which only requires minimal work at the exchange so I am guessing it is the service you described.

Do you have the fibre modem you used to use before the switch over? Does that show presence of a DSL signal?

The 633 should work for both ADSL2+ and VDSL2, so even if connected to the wrong port at the cabinet would still see the signal and synchronise. If the wrong port you'd get no internet at all.

What speeds did the engineers test say it was connected at? Slightly suspicious that if you are plugging into the same socket and are now on the second device that there is no signal when they say there is.

The engineer didn't confirm the speeds to me, he just said that the line was syncing fine with his equipment.

I have tried connecting the old router but it is a BT Homehub 5. I'm not sure if it is locked to BT but it doesn't show a DSL signal.

In reply to a post by craigd92:

I have tried connecting the old router but it is a BT Homehub 5. I'm not sure if it is locked to BT but it doesn't show a DSL signal.

By that I assume you mean the light is orange.

I know more about the HH5 than the HG633 so if you could plug the HH5 in and go to Troubleshooting then Helpdesk and post that page, it may reveal a bit more about the problem.

Edited by deleted (Fri 18-Dec-15 11:42:51)

Hi,

I have hooked the BT Homehub up and from what I can tell it is connecting (which is more than I can say for the Talktalk router) but the light is orange. Here are the stats from the from Troubleshooting page.

1. Product name: BT Home Hub
2. Serial number: +068343+NQ41047851
3. Firmware version: Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 25/06/15
4. Board version: BT Hub 5A
5. DSL uptime: 0 days, 00:06:12
6. Data rate: 17726 / 58608
7. Maximum data rate: 17707 / 58586
8. Noise margin: 5.7 / 6.5
9. Line attenuation: 19.4 / 15.0
10. Signal attenuation: 19.4 / 17.2
11. Data sent/received: 11.6 MB / 4.3 GB
12. Broadband username: [email protected]
13. BT Wi-fi: Yes
14. 2.4 GHz Wireless network/SSID: BTHub5-RM63
15. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4 GHz Wireless security: WPA2
17. 2.4 GHz Wireless channel: Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID: BTHub5-RM63
19. 5 GHz Wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security: WPA2
21. 5 GHz Wireless channel: Automatic (Smart Wireless)
22. Firewall: Default
23. MAC Address: 34:8a:ae:c0:0b:72
24. Modulation: G.993.2 Annex B
25. Software variant: AA
26. Boot loader: 1.0.0

I found this thread with a few people who have had the exact same issue. It seems the only solution is to buy a different router.

http://community.talktalk.co.uk/t5/Superpowered-Fibr...