topic Re: Possible Router Replacement or Diagnostics? in Broadband

Possible Router Replacement or Diagnostics?

DanikaOri90 — Fri, 15 Dec 2023 23:11:01 GMT

Hiya I'm hoping you can help me, my router isn't working so well at the moment, I've tried factory reset, turned it off/on, replaced the wiring and had a friend replace the connections board on the wall for the new wiring (he's a qualified electrician), i also think I've requested a diagnostic for connection issues but I'm still lagging during game/stream times, cannot download while my partner is watching movies or programmes on netflix etc. Is there anything that can be done? I'm still within contract and have had this router for over 18months.

Kind Regards
Nicole

Re: Possible Router Replacement or Diagnostics?

ferguson — Fri, 15 Dec 2023 23:21:32 GMT

Not sure what you mean by "replaced the wiring?" Subject to that the support team here will look into this for you when they are back online on Monday.

Re: Possible Router Replacement or Diagnostics?

DanikaOri90 — Fri, 15 Dec 2023 23:33:52 GMT

Sorry what I mean is we bought new cables and reconnected the router in hopes that would work

Re: Possible Router Replacement or Diagnostics?

Anonymous — Mon, 18 Dec 2023 06:53:31 GMT

Hi Nicole,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

Re: Possible Router Replacement or Diagnostics?

DanikaOri90 — Mon, 18 Dec 2023 10:34:01 GMT

Hey Michelle thanks for getting back, I've done what was asked though only have 1 working number available right now.

Re: Possible Router Replacement or Diagnostics?

Anonymous — Mon, 18 Dec 2023 10:40:25 GMT

Hi again,

Can you please update your community profile to include your:

TalkTalk Telephone number or account number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

Re: Possible Router Replacement or Diagnostics?

DanikaOri90 — Mon, 18 Dec 2023 10:47:29 GMT

Hiya sorry i misunderstood haha, I think I've done it now?

Re: Possible Router Replacement or Diagnostics?

Anonymous — Mon, 18 Dec 2023 10:55:32 GMT

Hi,

No problem, thank you 🙂 I've run a test on the line now which has detected a potential voice fault. Can I just confirm, are you experiencing any issues with the voice service such as noise on the line or no dial tone as this can affect the broadband connection? What speeds were you originally seeing?

Thanks

Michelle

Re: Possible Router Replacement or Diagnostics?

DanikaOri90 — Mon, 18 Dec 2023 11:13:26 GMT

We actually don't use the land line, I don't think it's actually included in my contract as its supposed to be broadband only. In regards to broadband speed I honestly don't know.

Re: Possible Router Replacement or Diagnostics?

Anonymous — Mon, 18 Dec 2023 11:15:14 GMT

Hi,

Ok, do you have a handset that you could connect to the line just to test this please?

Thanks

Michelle

Re: Possible Router Replacement or Diagnostics?

DanikaOri90 — Mon, 18 Dec 2023 11:21:12 GMT

Again no as it's the main reason we don't use the land line (and due to our financial status we're not in a good position to get one anytime soon)

Re: Possible Router Replacement or Diagnostics?

Debbie-TalkTalk — Mon, 18 Dec 2023 11:26:43 GMT

Hi DanikaOri90

Ok, would you like me to send a replacement router for testing?

Re: Possible Router Replacement or Diagnostics?

DanikaOri90 — Mon, 18 Dec 2023 11:30:14 GMT

If that's possible please

Re: Possible Router Replacement or Diagnostics?

Debbie-TalkTalk — Mon, 18 Dec 2023 11:37:36 GMT

Hi DanikaOri90

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: Possible Router Replacement or Diagnostics?

DanikaOri90 — Mon, 18 Dec 2023 11:38:52 GMT

Amazing thank you Debbie I'll let you know

Re: Possible Router Replacement or Diagnostics?

Debbie-TalkTalk — Mon, 18 Dec 2023 11:39:43 GMT

Hi DanikaOri90

Thank you 🙂

Debbie