topic Re: NEW REPLACEMENT ROUTER in Fibre

NEW REPLACEMENT ROUTER

ShahAA — Fri, 29 Mar 2024 15:00:37 GMT

Hi,

I was on fibre 65. My router gone kaput. I have spent 4hrs with the service agent. I think I'll commit suicide at this rate.

I need a new router as children doing GCSE and I work from home sometimes.

The help people made me do hundreds of resets etc.etc.

I know the router is faulty because a) it does not connect to the internet. b) I cannot see it's said on any device. c) I borrowed a neighbour's modem router and that works fine.

Talk talk initially said I'd run out of data. I said I'm full fibre unlimited. He then sent me a chatgpt copy and paste of what running out of data means..!

He then having explained I don't use the internet much and have not exceeded a fake limit then tells me that he sent me a router a month ago!

I said what rubbish are you talking about? I just had this problem for the last 3 days!

He then tells me to connect a non existent router and then later threatens with of we send engineer and if no fault I will be charged.

I said, look the router is faulty. I've had it for years and never replaced, my next door neighbours router works fine.

After 4 hrs over several days.. I don't know what to do. I then went to buy a router from Argos, but that's a router apparently I need a modem router!

Anyone sensible at talking talk can give me a ring to sort out a new router or even a second hand one that's working?

Thanks.

Re: NEW REPLACEMENT ROUTER

Gliwmaeden2 — Fri, 29 Mar 2024 16:09:29 GMT

Forum support is online only, @ShahAA.

Staff are now away over the weekend - a skeleton team on Monday may pick this up for you.

Full support resumes from Tuesday. If they think a new router is required they are usually pretty quick sending these out.

Meanwhile your main pont of contact is via Chat or phone support:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Re: NEW REPLACEMENT ROUTER

Weevie — Sun, 31 Mar 2024 13:31:09 GMT

I suggest that you contact CEO Dept - who should be able to resolve this - tristia.harrison@talktalkplc.com

Copy to concerns@talktalkplc.com

0345 172 0088

Re: NEW REPLACEMENT ROUTER

KeithFrench — Mon, 01 Apr 2024 10:30:26 GMT

Surely @Weevie you have to give this a chance to be rectified via the normal channels before making a CEO complaint.

Re: NEW REPLACEMENT ROUTER

Weevie — Mon, 01 Apr 2024 10:51:03 GMT

@KeithFrench

It's not me - its ShahAA

Who has tried the normal channels - ie) "Support", who have repeatedly failed to resolve the problem

I find that CEO can normally help where normal channels have failed

Re: NEW REPLACEMENT ROUTER

Gliwmaeden2 — Mon, 01 Apr 2024 10:55:36 GMT

@Weevie, the OP first posted on Friday, already a Bank Holiday.

Today is also a Bank Holiday, so trying to contact the CEO is unlikely to be effective.

The best hope for the OP is that staff on here pick this up in the usual way.

Re: NEW REPLACEMENT ROUTER

Debbie-TalkTalk — Mon, 01 Apr 2024 11:30:00 GMT

Hi ShahAA

I'm so sorry to hear this.

I've ordered the router now, please allow 24-48hrs for this to arrive.

Please let us know how the connection compares with this router.

Thanks

Debbie

Re: NEW REPLACEMENT ROUTER

KeithFrench — Mon, 01 Apr 2024 12:22:15 GMT

Hi @Weevie

I know that it was @ShahAA the OP & despite it being a Bank Holiday, you can see that TalkTalk has already ordered a replacement router, courtesy of @Debbie-TalkTalk. I just meant that going to the CEO was wrong when the forum has not even been tried. Whatever experience the OP had with the Service Centre, the customer raised the problem here. I doubt if the CEO team work over Bank Holidays either.

Re: NEW REPLACEMENT ROUTER

ShahAA — Tue, 02 Apr 2024 08:46:00 GMT

Hi Guys,

Thanks for the support.

Hi Weevie- Yes after going through online tech support nonsene you litrally feel like scraeeaming at the nonsenese some of them spout out.

HOWEVER, i searched anad rememebered that coming onto this forum you have some people, god knows if they are employed or what but do help. so BIG THANK YOU. Now my wife said.. yeah they told me they sent one amnth ago!. I told her that is telephone tech support, that guy was just chatting nonsense. This is hte real deal. Next time i may just ask a question here.

Here's waiting for anew router.

thanks once again to the team!

Re: NEW REPLACEMENT ROUTER

Debbie-TalkTalk — Tue, 02 Apr 2024 10:24:22 GMT

Hi ShahAA

Apologies again for the issues you experienced, I will feed this back.

Please let us know how the connection compares with the new router (once it arrives)

Thanks

Re: NEW REPLACEMENT ROUTER

ShahAA — Thu, 04 Apr 2024 15:35:51 GMT

Hi,

I have the new router. THANK YOU. It works perfectly.

I spent 4hrs or so of my life, yet you guys solved it with less hassle in 20 seconds!

Do you guys work for Talktalk or just forum administrators. Why was it so difficult via the online dedicated help vs the message i put on here and had eerythig sorted!

Re: NEW REPLACEMENT ROUTER

Chris-TalkTalk — Fri, 05 Apr 2024 05:25:24 GMT

Hi ShahAA,

Glad to hear the new router has resolved the issue, apologies for any inconvenience. Yes we do work for TalkTalk. If you need any further assistance just let us know

Chris

Re: NEW REPLACEMENT ROUTER

KeithFrench — Fri, 05 Apr 2024 07:38:34 GMT

Hi @ShahAA

Community Stars, like @Gliwmaeden2 and myself, do not work for TalkTalk, we are customers like anyone else. We just volunteer our spare time on here.

Re: NEW REPLACEMENT ROUTER

WelshJan — Fri, 28 Feb 2025 14:46:14 GMT

I feel your pain. I've had the same experience. My router needs coaxing to restart several times a day and I'm just not getting where with their euphemistically title 'help'

Re: NEW REPLACEMENT ROUTER

KeithFrench — Fri, 28 Feb 2025 14:50:12 GMT

Hi @WelshJan

If you would like to create your own thread, then we will try & help you. To create your own thread, go to the main page for the board in question & click the "Start a topic" button.

TalkTalk insists on one thread per problem per customer. Please note, TalkTalk makes the rules, not me.

Thanks.

Re: NEW REPLACEMENT ROUTER

Anonymous — Mon, 03 Mar 2025 06:39:15 GMT

Hi @WelshJan

I'm sorry to hear this. As advised, please can you create your own topic and we can look into this for you.

Thanks

Michelle