topic Re: Request new router in Broadband

Request new router

UserPerson — Tue, 20 Feb 2024 10:34:23 GMT

Please send me a new router. I will send my current router back.

Re: Request new router

Chris-TalkTalk — Tue, 20 Feb 2024 10:37:51 GMT

Hi UserPerson,

Is there a problem with your current router?

Chris

Re: Request new router

UserPerson — Tue, 20 Feb 2024 11:05:56 GMT

Yes, it drops connection a few times a day. I see the lights on the front for internet and broadband go out. Wifi and ethernet are not affected.

Re: Request new router

Chris-TalkTalk — Tue, 20 Feb 2024 11:09:20 GMT

OK thanks, which router do you currently have?

Chris

Re: Request new router

UserPerson — Tue, 20 Feb 2024 11:12:04 GMT

Product type:

HG633

Hardware version:

H.1.01

Software version:

v2.00t

Re: Request new router

Chris-TalkTalk — Tue, 20 Feb 2024 11:22:00 GMT

Thanks. Could you add your TalkTalk home telephone number or account number to your community profile and we'll take a look at this for you

Chris

Re: Request new router

UserPerson — Tue, 20 Feb 2024 11:26:47 GMT

I've done that now.

Re: Request new router

Chris-TalkTalk — Tue, 20 Feb 2024 12:33:58 GMT

Thanks. Line test is passing but I can see that there have been some disconnections recently. How many telephone sockets do you have? Is your router currently connected to the test socket? - Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: Request new router

UserPerson — Tue, 20 Feb 2024 12:39:58 GMT

I have one socket, with the faceplate on, and the router and phone connected to the correct ports. I used the test socket and a microfilter about a month ago.

Re: Request new router

Chris-TalkTalk — Tue, 20 Feb 2024 12:53:09 GMT

Could you switch the router off and leave it off for at least 30 minutes, then switch back on and monitor to see if the disconnections continue. Please let us know how you get on

Chris

Re: Request new router

UserPerson — Wed, 21 Feb 2024 09:52:22 GMT

I continue to have the same problem this morning.

Re: Request new router

Chris-TalkTalk — Wed, 21 Feb 2024 10:43:02 GMT

OK thanks. I can send another router to test with, would you like me to arrange this?

Chris

Re: Request new router

UserPerson — Wed, 21 Feb 2024 10:44:17 GMT

Yes please.

Re: Request new router

Chris-TalkTalk — Wed, 21 Feb 2024 11:07:07 GMT

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

Chris

Re: Request new router

UserPerson — Wed, 21 Feb 2024 11:08:41 GMT

Thank you very much.

Re: Request new router

Chris-TalkTalk — Wed, 21 Feb 2024 11:09:53 GMT

No problem 🙂

Re: Request new router

Anonymous — Fri, 23 Feb 2024 08:27:38 GMT

Good morning,

How are you getting on?

Thanks

Michelle

Re: Request new router

UserPerson — Mon, 26 Feb 2024 10:52:50 GMT

The issues are worse than before, on multiple devices and throughout the day. It takes longer to start using the internet after a device has been idle or off.

I see that my router's connection time is over 3 days.

Re: Request new router

Debbie-TalkTalk — Mon, 26 Feb 2024 10:53:48 GMT

Hi UserPerson

Did you receive the replacement router?

Re: Request new router

UserPerson — Mon, 26 Feb 2024 13:13:17 GMT

Yes, I have been using it for nearly four days. It appears to hold connection to the internet for longer, but a worse service to wired and wireless users at home.