topic Re: New router please in Fibre

New router please

Taitusmaximus — Sat, 04 Jan 2025 17:58:31 GMT

Good evening, I was wondering if I could get a new router please. I am using an old shell router and it cuts out frequently and doesn’t seem to be working very well anymore.

Re: New router please

ferguson — Sat, 04 Jan 2025 18:13:34 GMT

You will need to get in touch with customer services directly and ask for the Shell migration team, contact details and opening hours can be found here:

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

Re: New router please

Debbie-TalkTalk — Mon, 06 Jan 2025 08:04:12 GMT

Hi @Taitusmaximus

I'm sorry to hear this.

I can see that ferguson has pointed you in the right direction. If you contact our Shell Migration team they can take a look at this for you.

Thanks

Debbie

Re: New router please

Taitusmaximus — Mon, 06 Jan 2025 19:01:51 GMT

Hi Debbie,

I spoke to someone and was transferred to technical support, I’ve had an issue on the line which has been resolved. The hub literally loses power for about a second and then powers back on and then starts the process to return to blue lights.

The tech support was wanting me to go to master sockets to test line speed and then conduct another line refresh, I didn’t ask to come over to TalkTalk but I pay more than your new customers and getting a router appears to be no easy feat.

My son is in a tournament for an online game so I can’t conduct any further tests that would cause the line to drop.

Re: New router please

Gliwmaeden2 — Mon, 06 Jan 2025 22:00:08 GMT

It's not technical support that you need if your fault has been resolved.

Forum staff can't issue you with a replacement - you must speak to the Shell Migration team and explain why you (still) need a replacement router, @Taitusmaximus.

Re: New router please

Chris-TalkTalk — Tue, 07 Jan 2025 10:29:13 GMT

Hi Taitusmaximus,

I'm sorry but as Gliwmaede2 has said, Shell migration customers have their own dedicated support team, you will need to speak to them

Chris