topic Re: Old router? in Fibre

Old router?

Vickytom — Sat, 09 Dec 2023 22:54:06 GMT

Hi all,

I have been a customer of talktalks for many years. My current router is the HG633 model.

I've had issues with speed and connectivity for about 2 years but each time I speak to someone they sa there's no issue.

I thought it may have been the house I lived in but have since moved 15 mins away and still have issues, and they connectivity is somewhat worse!

We often use 4g as we find is quicker than the Internet provided buy talktalk.

Do you think the old router is the problem? I've asked advisers when I've rung if they would replace it and I was told no.

Any advice greatly appreciated

Re: Old router?

Vickytom — Sat, 09 Dec 2023 22:55:23 GMT

Forgot to mention that I have fibre 65

Re: Old router?

Vickytom — Sun, 10 Dec 2023 17:01:10 GMT

I also had the wrong make router. We have a dsl 3782

Re: Old router?

Chris-TalkTalk — Mon, 11 Dec 2023 08:36:08 GMT

Hi Vickytom,

Line test is passing and router is in sync at 65Mbps, however line test does show some disconnections. Are you experiencing any problems with your telephone service, any noise on the line?

Chris

Re: Old router?

Vickytom — Mon, 11 Dec 2023 11:16:25 GMT

Hi Chris,

Don't think we have noise on the line at the moment. The biggest issue is the lack of signal and slow speeds

Thank you

Re: Old router?

Chris-TalkTalk — Mon, 11 Dec 2023 11:38:54 GMT

OK thanks. How many telephone sockets do you have? Is your router currently connected to your test socket - Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: Old router?

Vickytom — Mon, 11 Dec 2023 14:48:07 GMT

We only have one and I think it's in the test line now

Re: Old router?

Chris-TalkTalk — Mon, 11 Dec 2023 15:03:40 GMT

OK thanks. To investigate further we'll need to arrange an engineer visit. If you'd like us to do this please let us know and we'll confirm some details with you

Chris

Re: Old router?

Vickytom — Tue, 12 Dec 2023 09:08:38 GMT

Thank you Chris

Would it cost me anything for the engineer and how long would it be before they come out?

Re: Old router?

Chris-TalkTalk — Tue, 12 Dec 2023 09:51:34 GMT

Potential engineer charges are explained here - Engineers charges

We can usually get an appointment next working day or the working day after. Could you provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

Thanks

Chris

Re: Old router?

Vickytom — Tue, 12 Dec 2023 09:59:44 GMT

Thank you for getting back to me quickly.

I'm unable to afford the charges sorry. I'll have to leave it as it is and just use the Internet in 2 rooms downstairs.

Re: Old router?

Chris-TalkTalk — Tue, 12 Dec 2023 10:03:21 GMT

The charges would only apply in the circumstances outlined in the help article. If you do change your mind just let us know

Chris

Re: Old router?

Vickytom — Tue, 12 Dec 2023 10:05:53 GMT

this is what we get at the moment.

Re: Old router?

Vickytom — Tue, 12 Dec 2023 10:46:36 GMT

Is there a way I can increase the speed to my devices without me paying for an engineer please?

Re: Old router?

Chris-TalkTalk — Tue, 12 Dec 2023 11:35:29 GMT

We can send another router to test with, would you like us to arrange this?

Chris

Re: Old router?

Vickytom — Tue, 12 Dec 2023 11:44:45 GMT

Hi Chris,

That would be great. Thank you very much. How would it take to get here please?

Re: Old router?

Chris-TalkTalk — Tue, 12 Dec 2023 13:13:16 GMT

I'll order it now, it should be with you within a couple of days

Chris

Re: Old router?

Vickytom — Fri, 15 Dec 2023 08:03:41 GMT

Hi Chris,

Will I receive any email confirmation to say the new router is on the way?

Thank you

Re: Old router?

Chris-TalkTalk — Fri, 15 Dec 2023 08:43:59 GMT

I'm sorry, it doesn't look as though the router has been dispatched yet so I've re-ordered one. I'll check again later to make sure that the order is progressing

Chris

Re: Old router?

Chris-TalkTalk — Fri, 15 Dec 2023 13:49:54 GMT

Router order seems to be going through OK. It will hopefully be dispatched today in which case you should receive it tomorrow or Monday

Chris