topic Re: ROUTER FAILED (again) in Fibre

ROUTER FAILED (again)

carlastc — Mon, 03 Apr 2023 09:59:35 GMT

I have no broadband connection, I have run a line test and there is no problem with the line, I've gone through the other usual steps but still can't connect. This has happened several times and a new router normally solves the problem, please can you arrange for one to be sent to my home address. As I said, this has happened before, is there a known problem with thesse routers or am I just unlucky?

Re: ROUTER FAILED (again)

Anonymous — Mon, 03 Apr 2023 12:09:27 GMT

Hello,

I'm sorry to hear this. I've run a test on the line now which is clear. Can I just confirm, is the router connected to the test socket at the moment? Have you also tried factory resetting the router and then re-setting this back up again? If you have already tried this then we can send a replacement router for testing purposes.

Thanks

Re: ROUTER FAILED (again)

carlastc — Mon, 03 Apr 2023 22:29:30 GMT

Hi Michelle, No I do not have a test socket.
As I said, I have performed all the necessary tests including resetting the router.

My partner is currently working from home so we need the router asap.

I am considering changing my provider.

Re: ROUTER FAILED (again)

Gliwmaeden2 — Mon, 03 Apr 2023 23:13:06 GMT

@carlastc, in past cases of this you did eventually access the single test socket, following Chris-talktalk's advice:

https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432

That advice should still be applicable.

Re: ROUTER FAILED (again)

carlastc — Mon, 03 Apr 2023 23:26:59 GMT

In past cases it has always been router failure.

My partner has tried the test socket, it does not work, I don't want an engineer visit, I need a new router.

I am already in dispute over my bill, if a new router isn't sent then I will be seeking a new provider.

Re: ROUTER FAILED (again)

Debbie-TalkTalk — Tue, 04 Apr 2023 05:42:03 GMT

Hi carlastc

I can send a replacement router. Can I just check, is your current router kept in a well ventilated space (just checking to see if the router is possibly overheating)

Re: ROUTER FAILED (again)

carlastc — Tue, 04 Apr 2023 20:43:46 GMT

Hi Debbie,

It's in a well ventilated area, it doesn't appear to be overheating.

Can you please send a new one to teat asap as my partner is working from home and having to use a neighbour's internet connection.

Re: ROUTER FAILED (again)

Debbie-TalkTalk — Wed, 05 Apr 2023 06:13:33 GMT

Hi carlastc

I've ordered the replacement router and a returns bag so your current router can be returned.

Please allow 24-48hrs for this to arrive.

Thanks

Debbie

Re: ROUTER FAILED (again)

carlastc — Wed, 05 Apr 2023 22:26:27 GMT

Thank you Debbie.

I hope this solves the problem.

Re: ROUTER FAILED (again)

Karl-TalkTalk — Thu, 06 Apr 2023 05:34:38 GMT

please let us know how you get on once the router arrives.

Karl.

Re: ROUTER FAILED (again)

carlastc — Thu, 06 Apr 2023 23:17:34 GMT

Hi,

The router arrived on Thursday, it's up and running and everything's fine so far.

Thanks

Re: ROUTER FAILED (again)

AllyM — Fri, 07 Apr 2023 08:50:35 GMT

It's quite bizarre that you have had several routers fail. Of course any electronic device can potentially go faulty but personally I've never had a router fail in my life. I don't know if there is an issue with TalkTalk ones as I don't use the ISP supplied router, which has the added benefit that if it does happen to fail, I still have the TalkTalk one in the cupboard to use as an emergency temporary spare.

Re: ROUTER FAILED (again)

Debbie-TalkTalk — Mon, 10 Apr 2023 06:22:43 GMT

Hi carlastc

That's great, please let us know if you do experience any further issues.

Debbie