topic Re: Router not working, customer service refusing to send replacement in Broadband

Router not working, customer service refusing to send replacement

Kcs77 — Thu, 10 Nov 2022 11:11:28 GMT

My internet has been spotty for a few days and when I got up this morning it was not working at all. At 8am I started running every troubleshooting test I could find online, to no avail. At 9:12am I started a chat with customer support and was taken through every single test again, among many others, still to no avail. The agent repeatedly said they were testing my line and would not explain what that meant. At 10:15 I borrowed my neighbour's router and the internet started working immediately. I communicated this to the agent and was told to unplug the new router and plug my old one back in so they could keep running tests. I asked why I couldn't be sent a new router as it was obvious that my router was faulty if a different one worked. They kept saying they just needed to run more tests. It has now been ANOTHER HOUR and they continue to run tests and refuse to explain what the tests are looking for. I am losing my mind, I have missed 3 hours of work and the agent will not concede that the router is faulty or agree to issue a replacement. Please can someone help me?

Re: Router not working, customer service refusing to send replacement

Karl-TalkTalk — Thu, 10 Nov 2022 11:39:03 GMT

If you swapped the router over and it works, that pretty much points to a router issue.

i've ordered another and it's on the way to you.

Regards,

Karl.

Re: Router not working, customer service refusing to send replacement

Kcs77 — Thu, 10 Nov 2022 13:16:12 GMT

Hi,

Thank you very much, that's great. Do you know roughly how long this will take to arrive?

Kira

Re: Router not working, customer service refusing to send replacement

Karl-TalkTalk — Thu, 10 Nov 2022 13:17:52 GMT

Usually the router arrives within 24 - 48hrs.

Karl.