topic New Router Required in Broadband

New Router Required

joeyboswell — Sat, 24 Sep 2022 20:25:51 GMT

I am posting on behalf of a friend who has learning difficulties.

His internet stopped working this morning, I talked him through resetting the router but still the same, the router isn't even showing on a wifi scan, and a constant flashing red LED.

I have confirmed the talktalk router is at fault by going to his house and lending him a HG635 router and got it working for him again for now.

What is the easiest way to contact talktalk and arrange for a replacement router to be sent out to him? As I say, has learning difficulties, he spent ages today on the automated support phone number and got nowhere.

Regards

Re: New Router Required

Gliwmaeden2 — Sat, 24 Sep 2022 20:56:28 GMT

Chat will be open on Sunday, during the hours publicised near the foot of this page, @joeyboswell.

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Staff will be back on Monday.

But at all times, Talktalk will be needing to talk to the account holder, so you might need to be at hand to help.

Normally customers in the sort of situation as your friend should have their accessibility needs noted in their account.

https://community.talktalk.co.uk/t5/TalkTalk-Accessibility/ct-p/talktalk-accessibility

If they needed someone to speak on their behalf, Authority to Act / Power of Attorney should be set up.

https://community.talktalk.co.uk/t5/Articles/Power-of-Attorney-Authority-to-Act/ta-p/2205181

To start with, it will help if you can add this friend's details to the Private Notes section of the personal information details in your forum profile. Go via your avatar/name; settings.

After adding details in the last section of Personal Information, SAVE CHANGES.

Re: New Router Required

Debbie-TalkTalk — Mon, 26 Sep 2022 05:55:30 GMT

Hi JB

Please can you add your friends name and TalkTalk landline number to the Private Notes section of your Community Profile, I can then send a replacement router.

Thanks

Debbie

Re: New Router Required

joeyboswell — Mon, 26 Sep 2022 13:15:34 GMT

Thanks Debbie.

He rung again this morning and after 3 calls, he finally got through to the correct person and they are sending out a new router for him now.

Thanks again

Re: New Router Required

Debbie-TalkTalk — Mon, 26 Sep 2022 13:20:01 GMT

Hi JB

Thanks for your reply.

If there is anything else we can help with then please let us know.

Debbie