topic Re: Faulty router in Broadband

Faulty router

Tompringle — Thu, 13 Jan 2022 14:10:34 GMT

I don't understand why I can't be sent a new router? Two discussions with tech support has made me feel like I'm dealing with some very un-technical people.

I have a new router at my new home on my new contract.

5ghz AC/ax connections work fine

2.4 GHz a/b/n connections can't see a network ID.

Tried giving the 2.4ghz band a different name. Fixed channel number, fixed 20hz bandwidth. Nothing helps.

A network scanner shows no broadcast ID on the 2.4ghz band.

But default all settings and leave the router off for 5 minutes, turn it on again. then router the ID appears for about 2 minutes at a very low dB level and then just vanishes.

I take it that the chipset is warming up and then just cuts completely or an internal aerial is loose.

So explaining this to technical support turns into a barrage of having to call while at home and run through a bunch of pointless tests. I'm not at home before 8pm and out the house by 7am.

How do I get a new router? As this one is DOA. Or do I just cancel my service?

Re: Faulty router

Debbie-TalkTalk — Thu, 13 Jan 2022 14:14:22 GMT

Hi Tompringle

I'm sorry to hear this.

Please can you add your name and TalkTalk landline number to your Community Profile. I can then send you a replacement router.

Thanks

Debbie

Re: Faulty router

Tompringle — Thu, 13 Jan 2022 14:25:52 GMT

That's a great reply, details added. Thank you 👍

Re: Faulty router

Debbie-TalkTalk — Thu, 13 Jan 2022 14:30:46 GMT

Hi Tom

Thanks for updating your Community Profile 🙂

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

Re: Faulty router

Tompringle — Mon, 17 Jan 2022 18:23:33 GMT

New router arrived and it all works great. Many thanks.

Re: Faulty router

Karl-TalkTalk — Tue, 18 Jan 2022 09:13:56 GMT

That's great news, thanks for letting us know.

Regards,

Karl.