topic Waiting for Replacement Router in Broadband

Waiting for Replacement Router

KMorgan79 — Sat, 06 Jul 2024 13:27:44 GMT

It was discovered on Tuesday that a faulty router was the reason for our internet being down. I was told by the advisor that I could expect the replacement in 2-3 working days.

I contacted then on the fourth day to ask for an update, and was told it would be delivered that day.

It has not. Nor have I received any email/text to tell me it's in its way, as I would expect.

How do I get accurate updates about the status of my replacement, perhaps even with a tracking reference?

Re: Waiting for Replacement Router

KeithFrench — Sat, 06 Jul 2024 13:53:47 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: Waiting for Replacement Router

Debbie-TalkTalk — Mon, 08 Jul 2024 07:01:50 GMT

Hi @KMorgan79

Sorry for the delay.

There appears to have been an issue with the original router order, I'm really sorry about this.

I have ordered the router for you now and you should receive this within the next 24-48hrs.

Thanks

Debbie

Re: Waiting for Replacement Router

KMorgan79 — Mon, 08 Jul 2024 18:17:29 GMT

Thanks Debbie. Hopefully I receive it soon!

Karl

Re: Waiting for Replacement Router

Debbie-TalkTalk — Tue, 09 Jul 2024 05:32:26 GMT

Hi Karl

I will check in again with you on Thursday.

Thanks

Debbie

Re: Waiting for Replacement Router

Debbie-TalkTalk — Thu, 11 Jul 2024 13:03:13 GMT

Hi Karl @KMorgan79

Have you received the router?

Re: Waiting for Replacement Router

KMorgan79 — Thu, 11 Jul 2024 16:34:20 GMT

Hi Debbie,

I did, thank you - it's plugged in and doing its thing as it should, we're all connected again.

Many thanks for nudging this forward for me!

Karl

Re: Waiting for Replacement Router

Karl-TalkTalk — Fri, 12 Jul 2024 06:18:12 GMT

Excellent, thanks for confirming.

Regards,

Karl.

Re: Waiting for Replacement Router

Tinytoffee1 — Fri, 13 Dec 2024 15:02:37 GMT

When am i getting my new router ive had no internet for 5 days this is not acceptable i have missed a weeks work

Re: Waiting for Replacement Router

Anonymous — Mon, 16 Dec 2024 06:48:11 GMT

Hi @Tinytoffee1

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

Thanks

Michelle