topic Re: Router is broken in Broadband

Router is broken

MassiveLotion — Wed, 20 Dec 2023 09:38:34 GMT

My router (WiFi Hub Black) has stopped working. The white LED light has stopped coming on on the front. The orange LED still works. I know that the problem is the router is broken because I've tried a different router and that works.

Please may I have a replacement sent.

Re: Router is broken

Debbie-TalkTalk — Wed, 20 Dec 2023 10:07:58 GMT

Hi MassiveLotion

I'm sorry to hear this.

Please can you add your name and TalkTalk landline number to your Community Profile, I can then send you a replacement router.

Thanks

Debbie

Re: Router is broken

MassiveLotion — Wed, 20 Dec 2023 14:55:38 GMT

I've done that. How can I give you a delivery address? I cannot receive things at the address that you have on my account.

Thank you

Re: Router is broken

Karl-TalkTalk — Wed, 20 Dec 2023 14:59:33 GMT

Add the alternative address to the private notes section of your 'Community Profile' .

Thanks

Karl.

Re: Router is broken

MassiveLotion — Wed, 20 Dec 2023 20:31:48 GMT

Thanks. I've done that. When will it be sent?

Re: Router is broken

Chris-TalkTalk — Thu, 21 Dec 2023 08:19:22 GMT

I've ordered the router, you should receive it within a couple of days

Chris

Re: Router is broken

Debbie-TalkTalk — Thu, 28 Dec 2023 10:02:47 GMT

Hi MassiveLotion

Have you received the router?

Thanks

Re: Router is broken

MassiveLotion — Wed, 03 Jan 2024 17:30:31 GMT

I received it the other day. It has someone else's dirt and scratches on it. Is it normal to send second-hand routers?

Re: Router is broken

Gliwmaeden2 — Wed, 03 Jan 2024 19:32:11 GMT

@MassiveLotion, Talktalk is quite open about sending reconditioned routers out - that's partly what all this recycling is about, and many are sent back after hardly being used as they were for fault testing etc.

Agreed, it would be nice, and more professional, if they bothered to give them a clean up and a wipe down too, before posting them out!

Re: Router is broken

Anonymous — Thu, 04 Jan 2024 06:43:24 GMT

Morning,

Apologies, if it is badly scuffed/damaged then we can send another router. Would you like us to arrange this?

Thanks

Michelle

Re: Router is broken

MassiveLotion — Sun, 14 Jan 2024 18:39:13 GMT

Thank you for your offer. Is it possible to get a new one or are they all second-hand?

Re: Router is broken

Debbie-TalkTalk — Mon, 15 Jan 2024 07:21:23 GMT

HI MassiveLotion

I can send a new router, are you happy for me to go ahead and arrange this?

Re: Router is broken

MassiveLotion — Mon, 15 Jan 2024 20:01:19 GMT

Yes! Please do.

Re: Router is broken

Debbie-TalkTalk — Tue, 16 Jan 2024 07:01:55 GMT

Hi MassiveLotion

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

Please let us know how you get on.

Thanks

Re: Router is broken

Debbie-TalkTalk — Fri, 19 Jan 2024 06:55:41 GMT

Hi MassiveLotion

Have you received the router?

Re: Router is broken

MassiveLotion — Thu, 22 Feb 2024 09:02:30 GMT

Hi,

I don't understand. I asked whether it was possible to get a new router, or whether they are all second-hand, and you replied by saying you can send a new router. But I've been sent another second-hand one.

Did you mean for a new one to be sent, or are there no new routers available anymore? Do new customers get a second-hand router too? If they can get a new one, why can't I?

The problem with second-hand/refurbished equipment is that it doesn't last. It's obviously used up a lot of its finite lifespan sitting in someone else's house; and in addition, it's often treated badly by its previous owners (my replacement one was covered in dirt) which compounds the problem.

I think it's a bit poor that given all this money I'm paying, I can't receive a new router when the old one has stopped working.

Re: Router is broken

Anonymous — Thu, 22 Feb 2024 09:06:06 GMT

Hello,

I'm really sorry to hear this. All routers that are sent out should be in good condition. Would it be possible to post a photo of the replacement router please? (Please remove any personal info first)

Thanks

Michelle

Re: Router is broken

MassiveLotion — Thu, 22 Feb 2024 11:05:51 GMT

Sorry,

For some reason you have not answered any of the questions I asked in my last message.

Please can you answer them.

Re: Router is broken

Debbie-TalkTalk — Thu, 22 Feb 2024 11:31:32 GMT

Hi MassiveLotion

New routers are usually sent, however we may refurbish some routers but only when we are sure that they will still hit our high standards and we are confident that they will work correctly.

Re: Router is broken

MassiveLotion — Thu, 22 Feb 2024 13:44:07 GMT

Thank you.

Please can you arrange for me to be sent a new (i.e. not second-hand, not refurbished) Wi-Fi hub to the address in the 'Private notes' section of 'Personal profile' -> 'Personal Information' please. I go to work every day and I cannot receive anything at my home address.

I think it's perfectly resonable to request this, being as I am a long-time customer who chose to stay with TalkTalk despite the price increasing this year to be more expensive than packages offering the same speed from competitors.