topic Re: Router is malfunctioning in Broadband

Router is malfunctioning

pa123 — Wed, 22 Jan 2025 15:41:11 GMT

For the last few months my TalkTalk Wi-Fi Hub has stopped working properly. After a lengthy series of support chats, with application of remote diagnostics, troubleshooting checks, the support was unfortunately still very unhelpful and kept telling me everything is 100% functional. And told me if I want a replacement, since it was 100% functional... I should pay £30 + £9.95 delivery for a new router.

Problems:

Overheating and turning off (has been cleaned and is kept out in the open).
Intermittent wifi disconnection has been getting worse over time (very unreliable).
Slow internet connection (potentially linked to overheating?) as the support said the line connection was fine.

After reading a similar thread, it looks like returning our malfunctioning one and having a new one sent is what usually happens. I would really not like to have to pay £40, since it is actually malfunctioning, not what the support person claimed.

Thank you

Re: Router is malfunctioning

Divsec — Wed, 22 Jan 2025 23:09:01 GMT

Hi @pa123 you don't mention which router you have?

your post has been escalated and you should hear soon. In the meantime please check your community profile and add your landline number and/or account number so your account can be identified. Please don't post personal information here.

Press here

Re: Router is malfunctioning

Debbie-TalkTalk — Thu, 23 Jan 2025 07:00:01 GMT

Hi @pa123

I'm sorry to hear this. I can send you a replacement router, there will be no charge for this.

Please can you add your name and TalkTalk landline number to your Community Profile, I can then order the router for you.

Thanks

Debbie