topic Re: Dead router, how to replace? in Broadband

Dead router, how to replace?

rilian — Sat, 30 Apr 2022 18:30:55 GMT

My WiFi hub seems to be broken. How might I arrange a replacement?

It's the WiFi Hub, and all it does is endlessly blink an orange light. Not only is there no Internet but the router no longer appears on the network, even with a wired connection so I can't log on to it. I've done a factory reset, I've left in powered down for some time, used the test socket, tried new cables but the issue is unchanged. I have an old talktalk router from years ago and that works with the same socket / cables, but performance is poor and I'm sure it's insecure from being years out of date. So, that old router proves the line, cables, general environment are fine but the WiFi Hub just blinks at me and sulks, whatever I do.

Coincidentally it's been unstable for a few weeks requiring daily power cycling, but advice here was it's maybe a firmware bug and I should arrange a remote update. The unit has died before I could do that. Thanks!

Re: Dead router, how to replace?

Skynet_TX — Sat, 30 Apr 2022 19:52:22 GMT

Hi @rilian,

The support team here will be able to arrange a replacement router for you, but they probably won't be around until Tuesday. If you wanted to try to get it sorted before then you may get faster support from the live chat or calling customer services on 0345 172 0088 during opening hours.

Re: Dead router, how to replace?

Debbie-TalkTalk — Mon, 02 May 2022 09:35:34 GMT

Hi rilian

I'm sorry to hear this.

I have ordered you a replacement router and a returns bag for your current router.

Please allow 24-48hrs for this to arrive. Let us know how the connection compares with this router.

Thanks

Debbie

Re: Dead router, how to replace?

Debbie-TalkTalk — Thu, 05 May 2022 06:36:41 GMT

Hi rilian

How are you getting on, have you received the replacement router?

Thanks

Debbie

Re: Dead router, how to replace?

rilian — Thu, 05 May 2022 07:01:45 GMT

Received, many thanks. That was fast! I've not yet set it up as today I'm traveling with work but it's good to know I'll be back online when I return.

Re: Dead router, how to replace?

Debbie-TalkTalk — Thu, 05 May 2022 07:04:48 GMT

Hi rilian

That's great 🙂

Please let us know if you do experience any further issues.

Thanks

Debbie