topic Router Failing in Broadband

Router Failing

emilyslaughter49 — Fri, 10 May 2024 10:57:59 GMT

Can I request a new router? Ive had no wifi for two weeks and agents keep saying that its a problem within the home cos that's what the line test says yet both engineers they have sent out have said that its the router because the equipment they bring shows that there is nothing wrong with the set up and internet is coming through perfectly to their equipment at normal speeds without dropping out. This is beyond ridiculous at this point

Re: Router Failing

Chris-TalkTalk — Fri, 10 May 2024 11:10:24 GMT

Hi emilyslaughter49,

I'm sorry to hear that you're experiencing problems with your service. 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

Chris

Re: Router Failing

emilyslaughter49 — Fri, 17 May 2024 11:47:35 GMT

I have done this, it took a while to reply because they promised it would be sorted by Monday 13/05/2024 but unsurprisingly i still have no wifi

Re: Router Failing

Karl-TalkTalk — Fri, 17 May 2024 11:51:32 GMT

I've ordered a router for you. Try with this as soon as it arrives and let me know if there is any improvement.

Thanks

Karl.

Re: Router Failing

emilyslaughter49 — Tue, 21 May 2024 08:14:02 GMT

Hi, it arrived last night but have had no luck

Re: Router Failing

Karl-TalkTalk — Tue, 21 May 2024 08:57:53 GMT

I can see the connection has been dropping quite a lot since last night and there is currently no connection at present.

The next option is to log this out for an Openreach engineer, make it clear that a new router has been provided and we can still see issues with the line.

Would you like to arrange this now ?

Thanks

Karl.

Re: Router Failing

emilyslaughter49 — Tue, 21 May 2024 09:07:21 GMT

Well, Ive already had two of them round as well a talktalk engineer who have all said that its not the line so i dont know because I cant afford to take another day off of work seeing as Ive already had two off and on top of that have spent money on data for the last 21 days and all talktalk can offer me is the possibility of compensation because the money i spent on data usually goes on my bill and i cant pay that now

Re: Router Failing

Karl-TalkTalk — Tue, 21 May 2024 09:28:56 GMT

My Tests are showing a High resistance on the line, and a batter contact fault to the line, so there is a fault detected within the line.

This info needs to be passed to the engineer to see if they can look at switching to another line or checking there is no fault in the drop cable, the line coming into your house.

We can put this in the notes to the engineer when we book this in.

Thanks

Karl.

Re: Router Failing

emilyslaughter49 — Tue, 21 May 2024 10:21:10 GMT

Re: Router Failing

Karl-TalkTalk — Tue, 21 May 2024 11:00:24 GMT

Hi Emily

I've sent you a private message for some info.

Thanks

Karl.