topic Re: Replacement Router Request in Broadband

Replacement Router Request

BritSparky2 — Tue, 10 May 2022 13:43:55 GMT

Hi Guys,

My tenants have been complaining of loss of internet sporadically over the last few weeks. Today I went in the property to see if I could fix the issue and found that the ADSL and Internet lights on my Openreach GFAST box were not lit. I rebooted the box and all the correct lights reappeared. Although the internet seems to be working to a point through the Netgear WNR2000 router plugged into it, the WiFi is very intermittant from it. Could I please request a new SAGEM router be sent out in an effort to cure the problem. I recently used the online fault tracking service and your system said a line test came back as fine.

Thanks in advance. Sorry if I've posted this in the wrong section, the service is GFAST, not Fibre, although it runs at fibre speeds, it isn't, if that makes sense.

Re: Replacement Router Request

BritSparky2 — Tue, 10 May 2022 16:32:00 GMT

I should clarify, before it's suggested, that changing the WiFi channel makes no difference. When the signal drops it actually disappears and only rebooting the router will bring it back

Re: Replacement Router Request

Chris-TalkTalk — Wed, 11 May 2022 06:41:00 GMT

Hi BritSparky2,

I'm sorry to hear that you're experiencing problems with your service. Line test is passing and router is in sync at 160Mbps, there are some disconnections showing though. Do you not already have a Sagemcom router that you can test with?

Chris

Re: Replacement Router Request

BritSparky2 — Wed, 11 May 2022 06:48:49 GMT

Hi Chris,

Thank you for your reply. The only WiFi router I can remember being used at the property ( which I've owned since 2017 ) is the one which appears to be faulty. I genuinely can't remember what one was originally supplied by talktalk, I can only presume it was the current faulty one. I do own other properties which have the sagem routers but they are not "spare" obviously. I'd appreciate it if a sagem one could be sent out for testing purposes and I will of course return the faulty one.

Re: Replacement Router Request

Chris-TalkTalk — Wed, 11 May 2022 07:24:14 GMT

Hi BritSparky2,

I can send a router to test with but if the new router resolves the problem and you want to keep it then you would need to return your old TalkTalk router (the Netgear router won't be a TalkTalk router, we've not supplied Netgear routers for many years)

Chris

Re: Replacement Router Request

BritSparky2 — Wed, 11 May 2022 07:31:42 GMT

Hi Chris,

As I've said previously the only equipment in the property is an Openreach GFAST modem and the Netgear router attached to it. I can only presume that it was supplied at the start of the contract. I do own various properties and it is somewhat difficult to recall what actual equipment was originally supplied in each, but I can assure you the only equipment in use in each case is what was originally supplied. Of course, I'm more than willing to return the faulty Netgear one but that is all I can do in this case.

Re: Replacement Router Request

Chris-TalkTalk — Wed, 11 May 2022 07:51:52 GMT

OK thanks. I've sent you a PM to confirm some details so that we can discuss the issue further

Thanks

Chris

Re: Replacement Router Request

BritSparky2 — Wed, 11 May 2022 07:58:16 GMT

Hi Chris I've answered the requested questions.

Re: Replacement Router Request

Chris-TalkTalk — Wed, 11 May 2022 08:09:32 GMT

Thanks for answering the security questions. I've checked the system and the router supplied was a Sagemcom. I can send send another Sagemcom to test with and if it doesn't resolved the issue you can return it, would you like me to arrange this?

Chris

Re: Replacement Router Request

BritSparky2 — Wed, 11 May 2022 08:19:12 GMT

Hi Chris,

We do need to get the problem sorted as the service is unreliable at the moment. There is no Sagem router in the property at the moment, I've checked with long term tenants and they've not seen one, only the one which is in place at the moment. As I've said, the only one I can return is the Netgear which I am certain was supplied at the start of contract. I am not willing to be charged as a result of not returning a Sagem when the property doesn't have one. If you can please confirm and note my account that I am not to be charged in this case I'd appreciate it.

Re: Replacement Router Request

Chris-TalkTalk — Wed, 11 May 2022 08:26:37 GMT

I'm sorry but the Netgear router won't have been supplied by ourselves, the router supplied was a Sagemcom. I'll arrange to send another Sagemcom so that we can see if the Netgear is the cause of the issue, but we will need you to return the new Sagemcom after testing, if you are no longer able to send the original one back.

Chris

Re: Replacement Router Request

BritSparky2 — Wed, 11 May 2022 08:32:53 GMT

Chris,

I simply cannot return what we do not have, or ever have had at that property. If you have accessed my router this morning in order to complete tests it should be evident that the router is not a Sagem, surely?

As I am unable to send back what I do not have what are the next steps? I must say I'm tempted to just buy an EERO6 from EBay and sort the problem out. It seems that would be much less hassle.

Re: Replacement Router Request

Chris-TalkTalk — Wed, 11 May 2022 08:45:30 GMT

I can't see any information about your router at all, probably because it's not one of ours. You can of course buy your own router but it may not be the router that's at fault, at least if we send a router to test with you'll be able to see if the router is the cause of the problem. If it does appear that the router is faulty then you can keep the Sagemcom but it would be chargeable.

Chris

Re: Replacement Router Request

BritSparky2 — Wed, 11 May 2022 08:55:23 GMT

Ok. The tenants do need reliable internet, could you please advise exactly what the charge is for not returning the correct router? I've just been contacted by a tenant who has borrowed a neighbour's router for testing purposes and the problem is indeed the old router.

Re: Replacement Router Request

Chris-TalkTalk — Wed, 11 May 2022 09:19:10 GMT

The charge would be £50

Chris

Re: Replacement Router Request

BritSparky2 — Wed, 11 May 2022 09:21:20 GMT

Ok thanks. Please could you ensure its a Sagem which is sent out. I'll send whatever I have back and see what transpires.

Thanks again for your help.

Re: Replacement Router Request

Chris-TalkTalk — Wed, 11 May 2022 09:23:29 GMT

No problem, I'll order the router now 🙂

Chris

Re: Replacement Router Request

BritSparky2 — Thu, 12 May 2022 15:13:10 GMT

Thank you. As of today it hasn't arrived but I realise it could take a day or two.

One point I'd like to raise if I may. Earlier in our discussions I was told that there is no way the broken Netgear router would have been issued by TT, this raises an interesting question.

If the router wasn't supplied by TT, how come I can clearly see the devices which are currently connected to the router in the house on my account under "manage my devices?" Does this not mean that *somehow* the router is allowing info to be passed back to TT via the Openreach GFAST modem about the connected items?

Re: Replacement Router Request

Anonymous — Fri, 13 May 2022 06:27:29 GMT

Morning,

Ok, please let us know once the replacement router arrives. It's possible to use a 3rd party router with TalkTalk, however we don't provide Netgear routers.

Thanks

Re: Replacement Router Request

BritSparky2 — Tue, 17 May 2022 07:18:00 GMT

Good morning,

I can confirm the router has been delivered and installed. All seems to be working ok. I've separated the two WiFi bands, which seems to aid connectivity. Could I please ask an OCE to check if the new router is on the latest available firmware ( sorry I forgot to take a note of the current version ) and update it as needed. Lastly could you please disable WiFi optimization.

Thanks for your help