topic Re: How to order a new router in Broadband

How to order a new router

nickpashley — Tue, 21 Jun 2022 20:16:06 GMT

I think my #router is broken. I came back from a weekend away and not all my devices will connect. Amazon Echo Dot will not connect. My HP printer will not connect. My Ring doorbell will not connect. I have rebooted the router and rebooted each device but they still will not connect. iPhone and iPad will connect but some apps will not work and access is very slow

I have checked the line using online tests and everything appears ok.

How can I order a new router?

Many thanks

Re: How to order a new router

Skynet_TX — Tue, 21 Jun 2022 21:35:38 GMT

Hi @nickpashley,

The support team here on the community will be able to help. They may be able to run some checks, and if they did think the router was faulty they would be able to arrange a replacement for you.

Have you tried a factory reset of the router by holding in the reset switch on the back for over 10 seconds ?.

For one of the TalkTalk Support Team on this community to be able to look into this you will need to update your community profile to include your name, landline telephone number that your TalkTalk service is provided on & an alternative contact number. This will allow them to identify you, and they will then be able to help.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk Support Team on this community can see your profile details).

Then they will hopefully be able to respond to this post tomorrow.

Re: How to order a new router

nickpashley — Wed, 22 Jun 2022 04:47:16 GMT

Many thanks. I’ve just tried a factory reset (twice). It rebooted but no change, if anything it’s actually now worse, i.e. my iPhone will connect but I can’t access this page for example through the wireless. I think my profile is complete so hopefully the talk talk people can find me on their systems.

Re: How to order a new router

Debbie-TalkTalk — Wed, 22 Jun 2022 05:49:22 GMT

Hi Nick

I'm sorry to hear this.

I have ordered you a replacement router, please allow 24-48hrs for this to arrive.

Let us know how you get on.

Thanks

Debbie

Re: How to order a new router

nickpashley — Wed, 22 Jun 2022 05:50:56 GMT

Many thanks Debbie

Re: How to order a new router

Debbie-TalkTalk — Wed, 22 Jun 2022 05:51:32 GMT

Hi Nick

You're welcome, have a good day 🙂

Debbie

Re: How to order a new router

nickpashley — Sat, 25 Jun 2022 05:11:33 GMT

Hi Debbie, many thanks for sending a router. Sadly we have been let down by Yodel (the courier). The tracking says the router has been delivered however it hasn’t. The Yodel customer service is non-existent; yesterday the phone number was in operative and the ‘chat’ function was met by ‘no operatives available’.

I have spoken to my neighbours and they have not had it delivered to them.

I am not sure where we go from here…

Re: How to order a new router

Skynet_TX — Sat, 25 Jun 2022 12:45:13 GMT

Hi @nickpashley,

The Support Team on this community won't be around until Monday now, so you may get faster support by using the live chat or calling customer services on 0345 172 0088 over the weekend, however the Support Team here should respond to this topic early next week to help if you still need them.

Re: How to order a new router

Debbie-TalkTalk — Mon, 27 Jun 2022 05:46:26 GMT

Hi Nick

I'm so sorry to hear this.

I can place the router order again, will this be ok?

Re: How to order a new router

nickpashley — Mon, 27 Jun 2022 11:31:04 GMT

Hi Debbie, that would be great. Can you confirm by PM the address to where you are sending it. My details are correct in my profile.

Re: How to order a new router

Debbie-TalkTalk — Mon, 27 Jun 2022 11:32:33 GMT

Hi Nick

Please can you send me a PM with the address details and I will place the order again.

Thanks

Re: How to order a new router

Debbie-TalkTalk — Mon, 27 Jun 2022 11:40:34 GMT

Hi Nick

Thanks for the Private Message.

I have re ordered the router and you should receive this within the next 24-48hrs.

Please let us know how you get on.

Debbie

Re: How to order a new router

nickpashley — Mon, 27 Jun 2022 11:56:36 GMT

Thanks Debbie…

Re: How to order a new router

Debbie-TalkTalk — Mon, 27 Jun 2022 11:58:49 GMT

Hi Nick

No problem and apologies again for the issue with the previous router sent.

Debbie

Re: How to order a new router

Debbie-TalkTalk — Thu, 30 Jun 2022 05:38:00 GMT

Hi Nick

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

Re: How to order a new router

nickpashley — Thu, 30 Jun 2022 05:55:57 GMT

Hi, router arrived yesterday, many thanks. Was late home from work so didn’t manage to get onto it. Hopefully tonight. 👍🏽

Re: How to order a new router

Debbie-TalkTalk — Thu, 30 Jun 2022 05:59:50 GMT

Hi Nick

I'm glad to hear that the router has arrived.

Please let us know how you get on.

Debbie 🙂

Re: How to order a new router

nickpashley — Fri, 01 Jul 2022 05:20:36 GMT

Hi, installed and working great. Many thanks for your help.

Re: How to order a new router

Debbie-TalkTalk — Fri, 01 Jul 2022 05:55:15 GMT

Hi Nick

I'm so glad to hear this 🙂

I have sent you a Private Message with a link to a short survey for the Community.

Thanks

Debbie

Re: How to order a new router

DavidL3 — Tue, 22 Oct 2024 07:06:29 GMT

My internet stopped working on Sunday 20 th it came back on yesterday 21th about 4 but it keeps cutting out

Anything between 20 mins And 1 hour I have had the same router to of about 7-8 years so maybe that is the problem

Is it possible I could order a new router

Thanks. Davidl3