topic Re: HOW DO I GET A NEW ROUTER? in Broadband

HOW DO I GET A NEW ROUTER?

moffers — Wed, 25 Feb 2026 12:08:26 GMT

My router keeps flashing orange and is going offline every few minutes. This problem has got progressively worse over the past few days. I use my laptop for work, so need a consistent internet connection. My line and WiFi appear to be fine, so I can only conclude that it is my router, as I've had it for many years now, so it's probably out of date. How do I get a new one?

Re: HOW DO I GET A NEW ROUTER?

Philile-TT — Wed, 25 Feb 2026 12:15:46 GMT

Hi there @moffers please be advised that we require to run a diagnostics test so that we can send the new router for free, however you can purchase a router if you are not happy with going through diagnostics.

Re: HOW DO I GET A NEW ROUTER?

moffers — Wed, 25 Feb 2026 12:29:45 GMT

Many thanks for your reply Phili. I did run the TalkTalk online diagnostics myself, which stated that there was nothing wrong, but clearly something is not right with the constant intermittent disconnecting of the internet.

Re: HOW DO I GET A NEW ROUTER?

Philile-TT — Wed, 25 Feb 2026 12:36:13 GMT

@moffers are you experiencing the dropping in connection currently?

Re: HOW DO I GET A NEW ROUTER?

moffers — Wed, 25 Feb 2026 14:45:44 GMT

So are the two diagnostic systems different then?

Re: HOW DO I GET A NEW ROUTER?

siphosethu-TT — Wed, 25 Feb 2026 14:52:06 GMT

Yes, they differ, we might even get a different resolution. Please confirm if you are experiencing the dropping in connection currently?

Re: HOW DO I GET A NEW ROUTER?

ferguson — Wed, 25 Feb 2026 14:53:45 GMT

Yes, the test TalkTalk run will be done remotely and can identify wider issues.

Re: HOW DO I GET A NEW ROUTER?

Mandisa-TT — Wed, 25 Feb 2026 14:55:36 GMT

@moffers we will be able to run checks, let us know how you would like to proceed.

Re: HOW DO I GET A NEW ROUTER?

moffers — Thu, 26 Feb 2026 08:26:50 GMT

Hi Phili

Many thanks for your message. Please go ahead and run the test, as I may have to change providers if this can't be quickly resolved.

Re: HOW DO I GET A NEW ROUTER?

Philile-TT — Thu, 26 Feb 2026 08:28:52 GMT

@moffers Hello there, I will assist you. Please confirm if you are currently at home where the TalkTalk services are installed?

Re: HOW DO I GET A NEW ROUTER?

moffers — Thu, 26 Feb 2026 09:16:40 GMT

I'm just going out, but will be back in a couple of hours.

Re: HOW DO I GET A NEW ROUTER?

Philile-TT — Thu, 26 Feb 2026 09:20:17 GMT

Please let me know when you are back and we can continue with the diagnostics test.

Re: HOW DO I GET A NEW ROUTER?

moffers — Thu, 26 Feb 2026 09:22:40 GMT

Okay Phili. Will do.

Re: HOW DO I GET A NEW ROUTER?

Philile-TT — Thu, 26 Feb 2026 09:38:07 GMT

No worries:)

Re: HOW DO I GET A NEW ROUTER?

moffers — Thu, 26 Feb 2026 10:50:35 GMT

Hi Phili

I'm back home now and ready to start the checks.

Re: HOW DO I GET A NEW ROUTER?

Philile-TT — Thu, 26 Feb 2026 10:53:58 GMT

Great, thank you for the confirmation.

Re: HOW DO I GET A NEW ROUTER?

Philile-TT — Thu, 26 Feb 2026 10:57:47 GMT

Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

Re: HOW DO I GET A NEW ROUTER?

moffers — Thu, 26 Feb 2026 11:12:19 GMT

No, I don't.

Re: HOW DO I GET A NEW ROUTER?

Philile-TT — Thu, 26 Feb 2026 11:15:27 GMT

Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

Re: HOW DO I GET A NEW ROUTER?

moffers — Thu, 26 Feb 2026 11:18:33 GMT

I only use it for my laptop, which is always in the same place, i.e. back bedroom upstairs. I've tried moving the router about, but there is no change.