topic Re: Faulty WiFi Hub 2 in Fibre

Faulty WiFi Hub 2

Christopher W — Thu, 03 Oct 2024 17:24:31 GMT

After a line test and factory reset on Monday/Tuesday this week, tech. support advised my WiFi Hub 2 router was faulty and would dispatch a replacement one.

I received an e-mail today advising me that changes had been made to my account and that I would be charged £89 for a replacement Eero.

I have not agreed to any of this, and wanted a replacement WiFi Hub 2, not an Eero as I plug my home phone into the VOIP socket on it rather than having to use a Grand steam ATA adapter, which was what I had when I first signed up to 150 FTTP nearly 18 months ago with an Eero.

After nearly an hour on various live chats and phone calls, I have been told to ignore the £89 charge, as the e-mail has been system generated when the replacement was ordered.

However, I have been told by the live chat and phone calls agents that a WiFi Hub 2 is not available for 150 FTTP.

I told them that tech. support had confirmed a WiFi Hub 2 would be sent out, but they don't seem to be able to answer why.

They have said that an Eero is the only router available on my account, but when I said that I currently use a WiFi Hub 2 that Talk Talk have provided, that it is faulty and I was told a replacement would be sent out, the adviser could not answer why and said it was 2022 when I was first issued a WiFi Hub 2.

How can Talk Talk get things so wrong?

I've had no internet or home phone since 2100 on Monday evening.

I've had to buy a cheap router so I can work from home today.

Can someone from Talk Talk please confirm if the WiFi Hub 2 is available still or not for FTTP 150 please?

If it's not available anymore and I am going to receive an Eero, I will need a Grandstream ATA as well to use with my home phone.

Not ideal as it requires another electrical socket when the home phone just plugs into the VOIP socket on the WiFi Hub 2.

Thanks.

Chris.

Re: Faulty WiFi Hub 2

ferguson — Thu, 03 Oct 2024 16:25:54 GMT

If you would like the support team to look into this for you make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

Re: Faulty WiFi Hub 2

Christopher W — Thu, 03 Oct 2024 16:29:01 GMT

Thanks ferguson. I've just checked my account details, and my name and telephone number are in there.

Re: Faulty WiFi Hub 2

Christopher W — Thu, 03 Oct 2024 21:52:26 GMT

I've now received the same text message twice:

"TalkTalk Update: Hello, We're sorry that you've had a problem with your service. We hope that your recent visit from our engineer has resolved the issue. However, if you're still experiencing any issues, you can test your line or chat with one of our agents by visiting support.talktalk.co.uk"

There has been no visit from an engineer.

The line test and faulty router was all diagnosed remotely by tech. support.

This just goes from bad to worse.

No idea when or what router I'm getting. I've had to buy a cheap router just to get online. I've got no home phone service.

All since 2100 on Monday evening.

Tech. support mentioned compensation for loss of service, but no-one has mentioned that to me since and I've had no e-mails about it.

Re: Faulty WiFi Hub 2

ferguson — Thu, 03 Oct 2024 21:55:18 GMT

OK, the support team here should pick this up tomorrow, wait and see what they have to say.

Re: Faulty WiFi Hub 2

Debbie-TalkTalk — Fri, 04 Oct 2024 05:51:11 GMT

Hi @Christopher W

I'm really sorry to hear this.

I've checked and I can see that the router has been ordered and you should receive this within the next 48hrs.

Thanks

Debbie

Re: Faulty WiFi Hub 2

Christopher W — Fri, 04 Oct 2024 09:18:20 GMT

Thanks Debbie, however that doesn't answer the numerous questions I have asked about this situation, let alone the very poor customer service on live chat (who I asked to raise a complaint about all this with) and on the phone with tech. support.

In addition, I have received text messages that are stating incorrect information and an e-mail that stated I was going to be charged £89 for a new Eero router, which caused me great concern.

Tech. support told me to ignore the e-mail as it was system generated when they ordered the replacement router (an Eero that I do not want. I was told a WiFi Hub 2 would be sent).

Am I going to receive a WiFi Hub 2 as confirmed on Tuesday by tech. support, despite me being told since that I can't have one to replace my existing faulty one as only the Eero router is available with my plan?

If I am being sent an Eero, and not a replacement WiFi Hub 2, is a Grandstream ATA also being sent to enable me to use my home phone service as the Eero has no VOIP socket as the WiFi Hub 2 does, which is why I wanted a replacement one.

No one has offered compensation since tech. support mentioned it on Monday

By the time I receive a router, I will have had no internet via a Talk Talk supplied router or home phone service for a week.

Re: Faulty WiFi Hub 2

Debbie-TalkTalk — Fri, 04 Oct 2024 09:12:40 GMT

Hi @Christopher W

It appears to be an eero. I can request a DVA for you, would you like me to arrange this?

Re: Faulty WiFi Hub 2

Christopher W — Fri, 04 Oct 2024 09:22:24 GMT

Hi Debbie.

What's happening with the WiFi Hub 2 I was told I would be sent?

I don't seem to be getting anywhere considering all the questions I have asked.

Regards.

Chris.

Re: Faulty WiFi Hub 2

Debbie-TalkTalk — Fri, 04 Oct 2024 09:23:52 GMT

Hi Chris

We can only send certain routers based upon which package you have with TT.

We only send the WIFI hub2 for FTTP 65. Any packages with speeds above this will receive the eero.

It only lets us order what equipment is related to the package, we can't choose.

Re: Faulty WiFi Hub 2

Christopher W — Fri, 04 Oct 2024 09:27:53 GMT

I have a WiFi Hub 2 at the moment, which is faulty and tech. support told me one would be sent.

When I took out Fibre 150 nearly 18 months ago, I was sent an Eero and a Grandstream ATA, which I asked to be swapped for a WiFi Hub 2, which was done and I sent the Eero and the Grandstream ATA back to Talk Talk.

Has your process changed as the arrangement with an Eero and ATA does not fit my requirements - limited ethernet sockets and an extra electrical socket is required?

Re: Faulty WiFi Hub 2

Debbie-TalkTalk — Fri, 04 Oct 2024 09:29:27 GMT

Hi @Christopher W

I can fill in an equipment escalation form to request a different router but I can't guarantee if this will be sent.

Would you like me to do the escalation request?

Re: Faulty WiFi Hub 2

Christopher W — Fri, 04 Oct 2024 09:32:19 GMT

That would be great if you could do that Debbie - thanks.

Could you arrange for a Grandstream ATA to be sent out in the meantime please, so at least I can use my home phone service with the Eero router when it arrives?

Re: Faulty WiFi Hub 2

Debbie-TalkTalk — Fri, 04 Oct 2024 09:43:15 GMT

Hi @Christopher W

I've filled in the escalation to request the equipment is sent. This can take up to 72hrs to arrive.

Please let us know how you get on.

Re: Faulty WiFi Hub 2

Christopher W — Fri, 04 Oct 2024 09:47:14 GMT

Thanks Debbie.

Is that for a WiFi Hub 2 and can a Grandstream ATA be sent out in the meantime please?

Regards.

Chris.

Re: Faulty WiFi Hub 2

Debbie-TalkTalk — Fri, 04 Oct 2024 09:50:25 GMT

Hi Chris

Yes for the Hub2 router. The eero and DVA may arrive before the hub2 does but I have also requested a returns bag so the eero can be returned.

Thanks

Re: Faulty WiFi Hub 2

Christopher W — Fri, 04 Oct 2024 10:01:55 GMT

That's absolutely brilliant.

Thanks for your help Debbie.

Would I have to discuss compensation with customer services?

Regards.

Chris.

Re: Faulty WiFi Hub 2

Debbie-TalkTalk — Fri, 04 Oct 2024 10:04:56 GMT

Hi Chris

No problem 🙂

Once the issue has been resolved (router received and up and running) then I would suggest contacting our customer service team using our Live Chat so they can take a look at this for you.

How to contact TalkTalk Broadband

Re: Faulty WiFi Hub 2

Christopher W — Fri, 04 Oct 2024 13:54:24 GMT

O.K. Thanks again for your help Debbie.

Regards.

Chris.

Re: Faulty WiFi Hub 2

Anonymous — Tue, 08 Oct 2024 05:52:53 GMT

Hi Chris,

Has the wifi hub 2 router arrived?

Thanks

Michelle