topic Re: Replacement router in Fibre

Replacement router

Nessie3276 — Sun, 24 Nov 2024 20:25:18 GMT

Hi my router got water damage last Wednesday 20/10. It will not turn on at all now. I reported the fault to talk talk who then went on to say there was a line fault (line was fine up to the water damage!) I asked for a replacement router to be told in needed a

BT Open reach engineer to visit. 4 days later no Wi-Fi/TV and no update online since the 20/10. I work for NHS and need my wifi but there are no contact numbers to chase the fault. So frustrating!

Re: Replacement router

ferguson — Sun, 24 Nov 2024 20:40:25 GMT

How did the router get water damage? It may well be if you have been subject to severe wet weather that there is indeed a line fault.

If you would like the support team here 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: Replacement router

Nessie3276 — Sun, 24 Nov 2024 20:53:38 GMT

Thank you I’ve updated my profile details. The water damage was a pet related incident. The weather was fine that day, nothing to do with any storms etc. I’m desperate to have this fixed. Will even pay for the new router if I have to!

Re: Replacement router

Debbie-TalkTalk — Mon, 25 Nov 2024 07:24:02 GMT

HI @Nessie3276

I'm really sorry to hear this.

Can I just check, have you recently migrated over to TT from Shell?

Re: Replacement router

Nessie3276 — Mon, 25 Nov 2024 07:52:24 GMT

Yes I have migrated from shell. Does this make a difference?

Re: Replacement router

Debbie-TalkTalk — Mon, 25 Nov 2024 08:01:19 GMT

Hi @Nessie3276

Thanks for your reply.

To get the help you need please give the dedicated Shell Migration team a call on 0345 172 0088, they'll be able to help.

Re: Replacement router

Nessie3276 — Mon, 25 Nov 2024 08:17:58 GMT

I’ve already logged it as a fault though. Do in need to ring this migration team too?

Re: Replacement router

Gliwmaeden2 — Mon, 25 Nov 2024 09:39:06 GMT

Yes, @Nessie3276, the same 03451 720088 number and specifically ask for the Shell Migration team.

They will be dealing with anything and everything to do with your service as an ex Shell customer.

Re: Replacement router

Nessie3276 — Mon, 25 Nov 2024 11:01:35 GMT

So we have just had an engineer visit to say the line is perfectly fine. Showed a fault because there was no router attached. We disconnected it as had no power. Anyway he, as suspected doesn’t carry new routers in his van as he is a line engineer. So now he has to do a report asking for a new router to be posted out. This is what I asked for in the first place! Nearly a week later and no further forward!! So frustrating

Re: Replacement router

Debbie-TalkTalk — Mon, 25 Nov 2024 11:11:04 GMT

Hi Nessie3276

If you contact the team on the number provided in my last post they can send you a replacement router.

Thanks

Debbie