topic Re: Is my router faulty? in Broadband

Is my router faulty?

Swillage — Tue, 27 Jun 2023 19:42:38 GMT

I am currently without broadband and have an active fault logged with TalkTalk. My router is no longer listed as an available WiFi network in either Windows or Android. Also, I can't connect to the router admin page (192.168.1.1), even when connected to my laptop via an ethernet cable. Does this point to there being a problem with the router rather than the line?

Re: Is my router faulty?

ferguson — Tue, 27 Jun 2023 19:59:19 GMT

If you would like the support team to look into this for you make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

Re: Is my router faulty?

fr8ys — Tue, 27 Jun 2023 20:00:54 GMT

Whilst connected, have you tried resetting the router using the pin hole on the back?

You are in the staff's queue for a response.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and the support staff can view.
Please post back when done.
Thank you

Re: Is my router faulty?

Swillage — Tue, 27 Jun 2023 20:20:35 GMT

Thanks for the tips. I've added my personal information to my profile. I have tried resetting the router using the pinhole but to no avail. I tried several things, including the reset, during a chat session with TalkTalk support.

Re: Is my router faulty?

ferguson — Tue, 27 Jun 2023 20:46:37 GMT

No worries. If you can just let us know which make/model of router you have that may help the team when they pick this up, hopefully tomorrow.

Re: Is my router faulty?

Debbie-TalkTalk — Wed, 28 Jun 2023 05:52:50 GMT

Hi Swillage

I'm sorry to hear this.

The line test hasn't detected any faults on the line. Would you like me to send a replacement router for testing?

Re: Is my router faulty?

Swillage — Wed, 28 Jun 2023 07:28:44 GMT

Hi Debbie,

Yes, if a replacement router could be sent, that would be fantastic.

Re: Is my router faulty?

Debbie-TalkTalk — Wed, 28 Jun 2023 07:32:45 GMT

Hi Swillage

Thanks for your reply.

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

Please let us know how you get on.

Thanks again.

Debbie

Re: Is my router faulty?

Swillage — Wed, 28 Jun 2023 08:31:29 GMT

That's great, thanks Debbie

Re: Is my router faulty?

Debbie-TalkTalk — Wed, 28 Jun 2023 08:37:42 GMT

Hi Swillage

No problem 🙂

Thanks

Debbie

Re: Is my router faulty?

Swillage — Thu, 29 Jun 2023 09:47:44 GMT

New router has been delivered today and I'm happy to say that I'm back online.

Many thanks to Debbie for actioning the replacement and the community members for their initial advice.

Re: Is my router faulty?

Debbie-TalkTalk — Thu, 29 Jun 2023 09:50:26 GMT

Hi Swillage

I'm so glad to hear this, thanks for letting us know 🙂

I have sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie