topic How do I request a router replacement? in Broadband

How do I request a router replacement?

Waruu33 — Wed, 10 Nov 2021 19:21:21 GMT

Hi. I've been having issues with my router for a few months now. Weak signal, low internet speed even after I upgraded to a faster connection and recently it got worse, I have to restart it several times a day to get it to work, sometimes it just restarts by itself, or the LED goes red and stays like that. When that happened I checked with my neighbours who are also TalkTalk clients and their internet was fine.

Who do I have to contact to resolve this issue?

Re: How do I request a router replacement?

Debbie-TalkTalk — Thu, 11 Nov 2021 07:46:19 GMT

Hi Waruu33

I'm sorry to hear this.

I've ordered a replacement router for testing, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

Re: How do I request a router replacement?

Waruu33 — Thu, 11 Nov 2021 11:28:07 GMT

Hi Debbie, thanks a lot!

Re: How do I request a router replacement?

Debbie-TalkTalk — Thu, 11 Nov 2021 11:36:00 GMT

Hi Waruu33

No problem 🙂

Debbie

Re: How do I request a router replacement?

Waruu33 — Fri, 12 Nov 2021 12:30:07 GMT

Hello. I received the new router today, all is good. The speed still doesn't go past 45 mbps even with a single device connected, but that's understandable. At least I don't have to worry anymore about constant restarts daily or total breakdown when I need it most.

I will mail the old router in the next few days.

Thanks again.

Re: How do I request a router replacement?

Debbie-TalkTalk — Fri, 12 Nov 2021 12:35:56 GMT

Hi Waruu33

Thanks for keeping us updated.

I've checked the connection stats and the line is in sync at 61.7mb.

It would be worth powering down the new router for 30 minutes and then running another speed test.

Thanks

Debbie