topic Router not work and no wifi help! in Broadband

Router not work and no wifi help!

Slick88 — Sat, 11 Mar 2023 11:50:10 GMT

So frustrating with the TT system. Not sure if anyone can help! It all started on Monday (6th) when the wifi signal packed in and my router started blinking orange! I consider myself tech savy so I checked the connections and cables, all fine. Re-setted my router and restarted after a fews hours but still no wifi. I logged a fault using the TT website on the day. To my surprise, I got a TT email the next day requesting me to call TT Technical so I called whilst in the office but they said I have to be home! So on Thursday (9th) I decided to WFH hoping to resolve the issue and be back in the office by later morning..... How wrong was I in making this silly assumption!

I called at 9am on the dot, got thru to a nice lady and she started her trouble shooting questions and after nearly an hours, it was obvious it was the router (still blinking orange) and not the fibre line into the house as I could get on the web via a RJ45 cable connected to my laptop (by-passing the router). Then the line got cut off. So I called again, got connected to a nice man who again had to go through the same trouble shooting routine and won't believe me it was the router! I tried to speak plain English, - "the fibre conectrion was fine, I've got a faulty router, please replace it. My kids can't do their homework and need it fixed ASAP."

Anyway. having gone thru the same trouble shooting exercise, he said he can order a new router but I will have to pay for it. I said "Erh? - why do I need to pay for it? Your router is broken?" Having refused to pay for a new one, he now requested an City-Fibre engineer to call and make an appointment to visit. So after over two hours on the phone, that was the final answer! Today is Saturday (11th) and still no call from the Engineer.....so frustrating.....

I called back to TT Technical and they will chase up for me but they don't have a number for me to call direct.....Surely there must be a more effecient way in dealing with these sort of issues! I'm now paying for a serivce I'm not getting! By the way, I'm typing this post using my laptop connected to the Fibre box via the RJ45 cable by-passing the 'fauly' router!

Re: Router not work and no wifi help!

Gliwmaeden2 — Sat, 11 Mar 2023 12:08:00 GMT

Staff are not on here at weekends, @Slick88, but it is worth waiting for them to pick this up.

If they can send you a router for testing purposes, to show that the fault is with the old router, it comes with no charge, but you must send back the faulty router.

There's a returns bag with prepaid label included with the new router.

However you must complete your community forum profile details for TT staff to identify your account.

Go via your avatar/name; settings; add your landline phone number / Talktalk account number in Personal Information. SAVE CHANGES.

Re: Router not work and no wifi help!

Gliwmaeden2 — Sat, 11 Mar 2023 12:10:38 GMT

You have to agree to potential charges when engineers are sent out.

Better to try the alternative router first to eliminate an unnecessary call out.

Re: Router not work and no wifi help!

Slick88 — Sat, 11 Mar 2023 16:29:09 GMT

Thanks Gliwmaeden2. The TT staff didn't mention about a charge for an engineer visit! I have filled out my profile so hopefully a replacement router can be sent.

Re: Router not work and no wifi help!

Debbie-TalkTalk — Mon, 13 Mar 2023 07:42:58 GMT

Hi Slick88

Sorry for the delay.

I've requested that a replacement router is sent, please allow 48hrs for this to arrive.

Please let us know how you get on.

Thanks

Debbie

Re: Router not work and no wifi help!

Slick88 — Mon, 13 Mar 2023 08:09:30 GMT

Hi Debbie

Thank you. I shall keep you posted and update this post when I have received my replacement router.

Re: Router not work and no wifi help!

Debbie-TalkTalk — Mon, 13 Mar 2023 08:28:22 GMT

Hi Slick88

Thank you 🙂

Debbie

Re: Router not work and no wifi help!

Slick88 — Tue, 14 Mar 2023 21:00:38 GMT

Hi Debbie,

Got my replacement router today and all is working now! Just need some guidance on how to return the faulty one back to TT. Thank you so much for helping and resolving my issue.

Regards

Re: Router not work and no wifi help!

ferguson — Tue, 14 Mar 2023 21:24:40 GMT

Check and see if there is a returns bag in the box with the new router. If not, let us know and the support team will arrange for one to be sent to you.

Re: Router not work and no wifi help!

Slick88 — Tue, 14 Mar 2023 21:37:11 GMT

Hi Ferguson

There was no return bag in the box. Please advise the support team to send one - thanks.

Regards

Slick88

Re: Router not work and no wifi help!

Debbie-TalkTalk — Wed, 15 Mar 2023 06:53:09 GMT

Hi Slick88

I'm so glad to hear that this is now working ok with the new router.

Apologies you didn't receive a returns bag, I have ordered this now, please allow 48hrs for this to arrive.

Thanks

Debbie

Re: Router not work and no wifi help!

Slick88 — Thu, 16 Mar 2023 07:42:26 GMT

Hi Debbie

Not sure if I should start a new chat on this. I had the new replacement router for a day now and my kids (at home yesterday because of teachers strikes) said their wifi signal keeps dropping and slow at times. So I done a quick wifi speed test and only getting about 35mbps download speed and 40-50mbps upload speed. This never happened on my old router. Is there some settings I can adjust on my router? like channel settings?

Re: Router not work and no wifi help!

Debbie-TalkTalk — Thu, 16 Mar 2023 07:51:01 GMT

Hi Slick88

I'm sorry to hear this.

Is the router currently switched off?

Re: Router not work and no wifi help!

Slick88 — Thu, 16 Mar 2023 09:26:05 GMT

Hi Debbie,

Yes the router is on. From what I have read from other posts, it could be because wifi optimisation is on? can that be turn off? Not sure if that is true, just speculating....

Regards

Slick88

Re: Router not work and no wifi help!

Karl-TalkTalk — Thu, 16 Mar 2023 09:53:06 GMT

I'm not seeing the router in our database to turn off optimisation.

Can you try a pin reset of the router - hold a pin or paperclip in the reset hole at the back for 10 seconds and this will fully reset the router.

this should then register in our system.

Karl

Re: Router not work and no wifi help!

Slick88 — Thu, 16 Mar 2023 11:21:18 GMT

Hi Karl

I have done a reset to the router and hopefully you should see it now.

Regards

Slick88

Re: Router not work and no wifi help!

Karl-TalkTalk — Thu, 16 Mar 2023 11:44:32 GMT

I've turned off Optimisation for your router now, see if this helps over the next day or two.

Karl.

Re: Router not work and no wifi help!

Slick88 — Thu, 16 Mar 2023 11:51:22 GMT

Thanks Karl

I'll keep you posted in a couple of days time!

Regards

Slick88

Re: Router not work and no wifi help!

Karl-TalkTalk — Thu, 16 Mar 2023 11:52:08 GMT

You're Welcome 🙂

Regards

Karl

Re: Router not work and no wifi help!

Debbie-TalkTalk — Mon, 20 Mar 2023 10:06:53 GMT

Hi Slick88

How's the connection been since your last post?

Thanks

Debbie