topic Replacement router in Broadband

Replacement router

Wevski — Sat, 12 Jul 2025 09:23:01 GMT

Hi we need a replacement router, we have borrowed an old one from a family member and the broadband connection is fine so we know the router is at fault.
I have tried many times to call someone at TalkTalk but can never get through.
it has been a week now and it is not acceptable.

Re: Replacement router

KeithFrench — Sat, 12 Jul 2025 09:38:27 GMT

I have asked one of TalkTalk's support team to pick up your thread and replace 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 (TalkTalk Phone or Account number box )and, if possible, an alternative contact number. This can be done by clicking on your Avatar picture and then clicking 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: Replacement router

kanya-TT — Mon, 14 Jul 2025 07:21:16 GMT

Hey there, @Wevski. We now can run diagnostics with you to determine the issue as we cannot be able to send a replacement router without checks.

Kanya

Re: Replacement router

Wevski — Mon, 14 Jul 2025 21:05:56 GMT

Hi Kanya

thank you for your help, I have ran checks through the talktalk previously but you are more than welcome to repeat them as a check. The line test came through without issue which led me to change the router which solved my problem. The problem I now have is that it isn’t our router hence the replacement. We both work from home so as you will appreciate this is an urgent matter.
Once again thank you for any help you can give. 👍🏼

Re: Replacement router

nomfezeko-TT — Tue, 15 Jul 2025 07:16:56 GMT

Hi there @Wevski, we can start with the checks, the checks will help us determine the cause of the issue and a possible resolution to it. Please tell me more about the issues you have reported with your router so we can help accordingly.

-Fez.