topic Re: Replacement Router Required in Fibre

Replacement Router Required

MarkJQuin — Wed, 24 Jan 2024 14:49:12 GMT

Hi Talk Talk, how do I go about obtaining a replacement router?

I have had speed issues and connection dropping out for many months now. Have previously talked with an agent who confirmed that periods of the router dropping out for 5 minutes is normal!

I was asked if I wanted a new router to improve the connection and was promptly advised there would be a charge!

I have been a customer for probably in excess of 15, and the latest router I have is at least 7 years old, having renewed the contract a few times. My contract is due for renewal in November this year.

Surely this should be supplied FOC as I’m under contract?

Please provide good news.

Re: Replacement Router Required

KeithFrench — Wed, 24 Jan 2024 14:51:49 GMT

Which make/model of router do you have currently? When you say that the router drops out for 5 mins (which it shouldn't) what happens to the light(s) on the front of it?

Re: Replacement Router Required

Debbie-TalkTalk — Wed, 24 Jan 2024 14:52:05 GMT

Hi MarkJQuin

I'm really sorry to hear this.

I can send you a replacement router. Please can you add your name and TalkTalk landline number to your Community Profile.

Thanks

Debbie

Re: Replacement Router Required

KeithFrench — Wed, 24 Jan 2024 14:53:28 GMT

Hi @MarkJQuin

There @Debbie-TalkTalk from TalkTalk has already offered you a replacement. You can forget my questions now.

Re: Replacement Router Required

MarkJQuin — Wed, 24 Jan 2024 15:02:26 GMT

Thanks Debbie, all updated

Re: Replacement Router Required

Chris-TalkTalk — Wed, 24 Jan 2024 15:08:57 GMT

Hi Mark,

I've ordered a replacement router, it should be with you within a couple of working days

Chris

Re: Replacement Router Required

Debbie-TalkTalk — Mon, 29 Jan 2024 10:38:21 GMT

Hi MarkJQuin

Have you received the replacement router?

Re: Replacement Router Required

MarkJQuin — Mon, 29 Jan 2024 22:11:13 GMT

Hi Debbie

Thanks for asking. Yes it arrived the next day. Installed it on Saturday and all looking good so far.

Have tried to set up the 2.4 and 5 GHz bands as different networks but it does see the separate 5G network. I simply added 5G to the existing name. Are there any instructions?

Re: Replacement Router Required

Debbie-TalkTalk — Tue, 30 Jan 2024 06:47:13 GMT

Hi Mark

That's great 🙂

In regards to splitting the SSID's, I have included some steps below:

Wi-Fi Hub (Sagemcom)

Open your browser and type in 192.168.1.1 to go to the router admin page
Login with your router username and password. You’ll find these on the sticker underneath the removable settings card on back of your Wi-Fi Hub
On the Dashboard page, select the See Wi-Fi settings button
Now choose Manage advanced settings
Select the blue cog icon in the Wi-Fi 2.4GHz section
Type a new network name into the SSID text box
Select the Apply button
On the change confirmation box, select the Continue button
To change the SSID for 5GHz too, simply follow the steps above but choose the blue cog icon in the Wi-Fi 5GHz section instead

Re: Replacement Router Required

KeithFrench — Tue, 30 Jan 2024 08:50:05 GMT

What sort of instructions are you after/what do you want to know?

Re: Replacement Router Required

Anonymous — Wed, 31 Jan 2024 08:20:33 GMT

Morning Mark,

Just checking back in to see how you're getting on?

Thanks

Michelle

Re: Replacement Router Required

MarkJQuin — Wed, 31 Jan 2024 20:48:58 GMT

Hi Debbie

Thanks for the details. I have tried splitting the SSID bu just changing the 5Ghz one by adding 5G to the end. I cannot see the 5G SSID! When the 2 networks had the same name nothing connected to the 5G side

Any suggestions?

Re: Replacement Router Required

MarkJQuin — Wed, 31 Jan 2024 20:51:29 GMT

Hi Keith

I am trying to set the 5G and 2.4G as separate SSIDs. Have changed the network SSIDs and can only see one

Re: Replacement Router Required

Debbie-TalkTalk — Thu, 01 Feb 2024 08:57:07 GMT

Hi Mark

Could you try factory resetting the router using the pin hole reset for ten seconds and then try the steps I linked again?

Thanks

Re: Replacement Router Required

KeithFrench — Thu, 01 Feb 2024 09:23:55 GMT

Hi @MarkJQuin

Let's see what happens when you do the factory default of the configuration.

Re: Replacement Router Required

MarkJQuin — Thu, 01 Feb 2024 19:19:54 GMT

Hi Debbie

That worked. Will let you know if any other issues

Re: Replacement Router Required

Debbie-TalkTalk — Fri, 02 Feb 2024 06:38:32 GMT

Hi Mark

That's great. I will check in again with you after the weekend to make sure everything is still working ok.

Debbie 🙂

Re: Replacement Router Required

Debbie-TalkTalk — Mon, 05 Feb 2024 06:44:36 GMT

Hi Mark

How's the connection been over the weekend?

Re: Replacement Router Required

MarkJQuin — Wed, 07 Feb 2024 20:29:39 GMT

Hi Debbie, sorry for the delayed response.
All seems good so far, no dropouts as with the old router. May need to get a booster for some devices

Re: Replacement Router Required

Karl-TalkTalk — Thu, 08 Feb 2024 06:06:10 GMT

Glad the new router has proven more stable for you.

Thanks

Karl