topic Re: Constantly having to restart routers in Broadband

Constantly having to restart routers

hyacinth_bucket — Sat, 12 Nov 2022 11:16:14 GMT

Hello peeps, I am paying (through the nose) for TalkTalk 'super fast' broadband. They have also given us two routers to make a point about that.

For the past week, we've had to restart the pair of routers 9 times a day as the broadband keeps cutting out.

I had three online chats, and spent 1.5 hours yesterday to a call centre in Mars that said they will ask around to see if anyone might want to help me. Does anyone have any suggestions on how to get this resolved please? Any support from the community would be greatly appreciated.

Re: Constantly having to restart routers

Wanderingfree — Sat, 12 Nov 2022 12:06:10 GMT

It sounds like the person in the call centre was fobbing you off. We had the same problem with our router - we were continually having to restart it and eventually it gave up completely.

Our problem was only resolved when an engineer came out with a new router - and that was only after we'd spent a lot of time on the phone while they ran tests. In your situation, I'd be calling them again and not getting off the phone without a positive solution, like an engineer's visit booked (although bear in mind there will be a charge if the fault is found to be in your home, so double-check your equipment first).

Good luck!

Re: Constantly having to restart routers

hyacinth_bucket — Sun, 13 Nov 2022 08:54:14 GMT

Thank you so much for sharing your experience, wanderingfree.

I will give TalkTalk a call again but I am not holding much hope. 😔

Re: Constantly having to restart routers

Anonymous — Mon, 14 Nov 2022 07:18:27 GMT

Hello,

I'm sorry to hear this. Did you manage to contact our tech team, or do you still need assistance with this?

Thanks

Re: Constantly having to restart routers

hyacinth_bucket — Mon, 14 Nov 2022 07:27:24 GMT

Hi Michelle,

I still need assistance please as your tech team don't work at the weekend. Thank you.

Re: Constantly having to restart routers

Debbie-TalkTalk — Mon, 14 Nov 2022 07:47:42 GMT

Hi hyacinth_bucket

Would you like me to send a replacement router for testing?

Re: Constantly having to restart routers

hyacinth_bucket — Mon, 14 Nov 2022 08:19:10 GMT

Hi Debbie,

You have given me two routers as I am paying for super fast broadband. One router is a black TalkTalk one and the other is a white Openreach one.

Do you have a new router that now replaces both routers and gives extra super duper fast broadband? If so, please send me that one. It would be greatly appreciated.

Re: Constantly having to restart routers

Debbie-TalkTalk — Mon, 14 Nov 2022 08:28:10 GMT

Hi hyacinth_bucket

We are unable to send a replacement Openreach modem, this would need to be replaced by a Openreach engineer.

Re: Constantly having to restart routers

hyacinth_bucket — Mon, 14 Nov 2022 08:38:36 GMT

Hi Debbie,

Please send me the router that you can send.

Re: Constantly having to restart routers

Debbie-TalkTalk — Mon, 14 Nov 2022 08:51:02 GMT

Hi hyacinth_bucket

Ok the router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

Re: Constantly having to restart routers

Debbie-TalkTalk — Thu, 17 Nov 2022 11:24:27 GMT

Hi hyacinth_bucket

Have you received the replacement router?

Re: Constantly having to restart routers

hyacinth_bucket — Sun, 20 Nov 2022 15:51:29 GMT

Hi Debbie,

Yes, we received the new router. It has done the trick and the wifi no longer cuts out.

Thank you so much for sorting this out. 😀

Re: Constantly having to restart routers

Debbie-TalkTalk — Mon, 21 Nov 2022 06:47:40 GMT

Hi hyacinth_bucket

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 again.

Debbie