topic Re: New Router in Fibre

New Router

TerryM15T — Wed, 17 Jul 2024 07:01:07 GMT

Hi, I have renewed my contract to Fibre 65. A new router has been ordered for me as my router has a problem will it be an EERO router or the same as my old one, They must of upgraded the routers since my original one is about 5 years old.

Re: New Router

Debbie-TalkTalk — Wed, 17 Jul 2024 07:18:16 GMT

Hi @TerryM15T

I think this will be a WIFI hub. If you add your name and TalkTalk landline/account number to your Community Profile then I can check this for you.

Thanks

Debbie

Re: New Router

TerryM15T — Wed, 17 Jul 2024 09:45:23 GMT

Hi Debbie.

I dont think its a good idea to give out account or any other details online to a community forum, there are to many scammers about.

Getting back to the post, I have been having problems for weeks now with my internet dropping in/out/in and the tech team had not done anything to rectify the fault, I finally decided to change to Sky Broadband and cancel TalkTalk.

I then had to speak with the leaving team and a lovely woman looked up my problem on her system and was astounded to find that not one of the tech team even managed to mention a problem with my router, she agreed to send me a new one with boosters to see if it fixed the problem, once I get this hopefully it will do the job.

Re: New Router

Debbie-TalkTalk — Wed, 17 Jul 2024 09:49:29 GMT

Hi @TerryM15T

If you add the details to your Community Profile (private section) only TalkTalk staff can see this information)

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

Re: New Router

TerryM15T — Thu, 18 Jul 2024 09:50:47 GMT

Hi debbie.

I am unable to find anything about "community profile" or were to input my landline number / account number, please inform me how to do these things, I searched for it but could not find anything relating to it.

Re: New Router

Debbie-TalkTalk — Thu, 18 Jul 2024 09:53:02 GMT

Hi @TerryM15T

If you click on your Community Username, then click on my settings, then select personal information, you can add the details there. Please ensure you click the save changes button at the bottom of the page.

Hope this helps

Debbie

Re: New Router

TerryM15T — Thu, 18 Jul 2024 09:53:20 GMT

Debbie, forgot to mention, how long does it take for talk talk to send a new router to my home,

Re: New Router

Debbie-TalkTalk — Thu, 18 Jul 2024 09:53:57 GMT

Hi @TerryM15T

Once a router has been ordered we advise to allow 24-48hrs for the router to arrive.

Thanks

Re: New Router

TerryM15T — Thu, 18 Jul 2024 10:03:25 GMT

Done all that, thanks for the info.

Re: New Router

Debbie-TalkTalk — Thu, 18 Jul 2024 10:07:27 GMT

Hi @TerryM15T

Thank you. I'm just checking on this router order now and I will post back shortly.

Debbie

Re: New Router

Debbie-TalkTalk — Thu, 18 Jul 2024 10:29:05 GMT

Hi @TerryM15T

I'm just checking with our order management team as the router order appears to be slightly delayed as an order was also placed for WIFI boosters.

I will post back as soon as I have further information.

Thanks again.

Re: New Router

Debbie-TalkTalk — Thu, 18 Jul 2024 12:59:06 GMT

Hi @TerryM15T

Sorry for the delay.

You should now receive the router within the next 24-48hrs.

Thanks

Debbie

Re: New Router

TerryM15T — Sat, 20 Jul 2024 09:43:41 GMT

Thanks for the info Debbie, can you please tell me who they use to deliver the item and do they send you an email or anything so you can track the delivery.

Re: New Router

Gliwmaeden2 — Sat, 20 Jul 2024 11:27:12 GMT

Staff won't be back on here before Monday, @TerryM15T.

The last time I had a router delivered, I automatically received updates to my Talktalk billing email address, directly from Yodel.

Re: New Router

Debbie-TalkTalk — Mon, 22 Jul 2024 06:06:40 GMT

Hi TerryM15T

Yodel is the courier. Let me know if you haven't received the router by tomorrow and I will escalate this again.

Thanks

Re: New Router

TerryM15T — Tue, 23 Jul 2024 11:07:52 GMT

Hi Debbie.

I have just about had enough of this problem with the router, ordered 16th July still nothing from Yodel about delivery, had chats with customer service who said delivery would be Monday 22nd July but that has passed.

I think another call to Sky is coming up to get with them for a better service.

Can you check with your people WHERE is the router please

Re: New Router

Debbie-TalkTalk — Wed, 24 Jul 2024 06:20:44 GMT

Hi TerryM15T

I'm really sorry about this. I've spoken to our warehouse team again and they said they have escalated this and the router is showing as dispatched. You should receive this today or tomorrow.