topic Re: Router Replacement in Broadband

Router Replacement

AFCHandbag — Tue, 18 Jun 2024 18:55:30 GMT

I had to report a fault online yesterday when I lost my internet.

Today via webchat talktalk decided my router was faulty and needed replacing.

I was told I'd receive confirmation but so far nothing.

And the original fault report has been closed and marked as "resolved"

Is this normal? Do I just have to wait and hope a new router will turn up at some point?

Re: Router Replacement

KeithFrench — Tue, 18 Jun 2024 21:15:54 GMT

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: Router Replacement

Debbie-TalkTalk — Wed, 19 Jun 2024 05:58:16 GMT

Hi @AFCHandbag

Please can you add your name and TalkTalk landline number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie

Re: Router Replacement

Rsy71 — Wed, 19 Jun 2024 16:59:47 GMT

I have the exact same problem last Thursday, I report a fault and talk talk said it was a faulty router and said néw sent out 2 / 3 working days but had no confirmation email . So today was the fourth day I had a live chat with talk talk and they said there was a problem and it was not sent out ! And would take 3 / 5 working days to arrive. Talk talk could not be bothered to keeping me informed so I've had no Internet for almost a week now and God knows how long it will take to arrive. Feel let down .

Re: Router Replacement

Anonymous — Thu, 20 Jun 2024 06:13:35 GMT

Hi @Rsy71

I'm sorry to hear this. Please can you create your own topic and we can look into this further for you.

Thanks

Michelle

Re: Router Replacement

Debbie-TalkTalk — Thu, 20 Jun 2024 09:32:12 GMT

Hi @AFCHandbag

Do you still need help with this?

Please can you add your name and TalkTalk landline number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie