topic Re: Request for a replacement router in Broadband

Request for a replacement router

UHTMilk — Thu, 20 Oct 2022 20:29:46 GMT

Hi, is anyone able to advise on how to request a replacement router?

I currently have a Fast 5364-3.t8 router modem, but last night it started to fault, and end up in a reset loop (blinking orange lights). I'm unable to connect to the router locally (via 192.168.1.1) and the line is fine.

I spent about an hour with support on the phone and another hour via live chat but both ended up saying that an engineer needs to be sent out to confirm the router is faulty.

I'm working from home so waiting wasn't really an option so I just brought a cheap one this morning and that works fine. The TalkTalk one still doesn't work though, so the fault seems quite clear. I don't really want to waste an engineers time nor mine, just to get a replacement.

Short of cancelling and signing up again, I was wondering if anyone has found an easier way to get a replacement sent out?

Many thanks in advance.

Re: Request for a replacement router

Skynet_TX — Thu, 20 Oct 2022 20:40:35 GMT

Hi @UHTMilk,

The support team here on the community would be able to send you a new router if they thought it was necessary.

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

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 (this is shown in ‘My Account’) OR your account number if you have Full Fibre with no landline
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. If they think your router is faulty they will be able to send you a replacement.

Re: Request for a replacement router

UHTMilk — Thu, 20 Oct 2022 20:53:07 GMT

Hi,

Many thanks, I've updated my profile with the information requested.

Yep, I've tried a factory reset a few times, but it always ends up in the same restart loop again. I'm on windows, and running ipconfig doesn't resolve a default gateway address, so I can't connect to it to get any more information.

The new cheap replacements works fine, so the line is okay. I guess it just had enough, but it would be good to use the advised router again.

Thanks again.

Re: Request for a replacement router

Debbie-TalkTalk — Fri, 21 Oct 2022 05:48:15 GMT

Hi UHTMilk

I'm sorry for the delay.

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: Request for a replacement router

UHTMilk — Fri, 21 Oct 2022 08:13:26 GMT

Hi Debbie,

That's amazing, thank you so much for the swift resolution.

Thanks to @Skynet_TX as well for the advice.

Have a good day.

Re: Request for a replacement router

Debbie-TalkTalk — Fri, 21 Oct 2022 08:15:06 GMT

Hi UHTMilk

Ahh you're welcome. Thank you. You too 🙂

Debbie

Re: Request for a replacement router

UHTMilk — Sat, 22 Oct 2022 10:36:08 GMT

Hi Debbie,

The new router has already turned up and is working perfectly.

Thank you so much again, you have been amazing.

Re: Request for a replacement router

Debbie-TalkTalk — Mon, 24 Oct 2022 05:03:47 GMT

Hi UHTMilk

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