topic Re: No wifi since 19..1.2025. Engineer visit confirmed replacment router required but still no rout in Fibre

No wifi since 19..1.2025. Engineer visit confirmed replacment router required but still no router

Doodles — Fri, 24 Jan 2025 18:41:45 GMT

Hi. At this point I would like to know what is the latest regarding delivery of my replacement router.

Following multiple calls, failed chats to twitter and to the chat bot ( at the moment been waiting now for nearly one hour for responses from the service agent ( beginning to think there might be some internet issue). I was told TWICE that I should get a text first on 20.1.2025 then again 22.1.2025 followed be delivery. Both times I was told 2/3 days but nothing yet. Please can someone advise if router has left talk talk or with Royal mail. Thank you

Re: No wifi since 19..1.2025. Engineer visit confirmed replacment router required but still no rout

Gliwmaeden2 — Fri, 24 Jan 2025 19:05:32 GMT

Staff will respond after the weekend, @Doodles.

Please let us know if it's arrived meanwhile.

Re: No wifi since 19..1.2025. Engineer visit confirmed replacment router required but still no rout

Doodles — Sat, 25 Jan 2025 07:12:23 GMT

Thank you. WIll update if it arrives

Re: No wifi since 19..1.2025. Engineer visit confirmed replacment router required but still no rout

Anonymous — Mon, 27 Jan 2025 07:25:08 GMT

Morning,

Do you still need assistance with this? Has the router arrived?

Thanks

Michelle

Re: No wifi since 19..1.2025. Engineer visit confirmed replacment router required but still no rout

Doodles — Mon, 27 Jan 2025 07:36:25 GMT

Morning. Michelle. Yes I still need assistance.

I have had no texts or router delivered.

I have had no wifi or ability to use my landphone since 19.1.2025

I just need to know what is the latest. I was told twice it has been ordered and what should happen but nothing has happened.

I just need to know if it is still in process, at the dept.,reached royal mail or on its way. I have to dash off to work now so wont be able to respond until I get back. Please advise. Thank you Michelle

Re: No wifi since 19..1.2025. Engineer visit confirmed replacment router required but still no rout

Debbie-TalkTalk — Mon, 27 Jan 2025 09:27:33 GMT

Hi @Doodles

Apologies, I can't see a router order that is progressing.

I have escalated this and ordered the router, please allow 24-48hrs for this to arrive.

Thanks

Re: No wifi since 19..1.2025. Engineer visit confirmed replacment router required but still no rout

Doodles — Mon, 27 Jan 2025 16:32:19 GMT

HI Michelle. Thanks for chasing. I am a little concerned that there is no apparent router reference despite three contacts last week confirming that it had been processed and to expect it shortly.

if nothing arrives in 2/3 days I will let you know

Thank you

Re: No wifi since 19..1.2025. Engineer visit confirmed replacment router required but still no rout

Anonymous — Tue, 28 Jan 2025 06:54:20 GMT

Morning,

Apologies. Once ordered the router usually arrives in 48hrs so we'll check back in with you tomorrow.

Thanks

Michelle

Re: No wifi since 19..1.2025. Engineer visit confirmed replacment router required but still no rout

Anonymous — Wed, 29 Jan 2025 06:45:52 GMT

Morning,

Just checking back in to see if the router has arrived?

Thanks

Michelle

Re: No wifi since 19..1.2025. Engineer visit confirmed replacment router required but still no rout

Doodles — Wed, 29 Jan 2025 07:33:22 GMT

Morning Michelle. Thanks for checking in.

I received a Royal mail text to confirm that they have the parcel and will come today and I have asked it to leave at post office for me to collect it and I am just waiting what day and time to collect. I As soon as I have it and set it up I will let you know. Thank you so much for sorting out. I will be in touch.

Re: No wifi since 19..1.2025. Engineer visit confirmed replacment router required but still no rout

Anonymous — Wed, 29 Jan 2025 07:36:21 GMT

Hi Doodles,

I'm glad to hear this and thanks for confirming 🙂

Michelle

Re: No wifi since 19..1.2025. Engineer visit confirmed replacment router required but still no rout

Doodles — Wed, 29 Jan 2025 18:41:32 GMT

Hello Michelle.

Just wanted to update you. I received the router and it literally set itself up within seconds ( Indicating how dead the original router is) Everything started to "fire up" Landphone and Tv working fully. So Michelle thanks again for sorting. So glad that I came to this forum. I was literally getting no where and not impressed that there was no record of a router being on route until you got involved. So a big thank you again to you Michelle and thanks again for regularly touching base.

Are you able to send a return bag and I can return the defunct router to you?

Re: No wifi since 19..1.2025. Engineer visit confirmed replacment router required but still no rout

Anonymous — Thu, 30 Jan 2025 07:41:06 GMT

Morning Doodles,

I'm really glad to hear this and thank you for your kind words. There is a returns bag on the way and it should arrive next week.

Thanks

Michelle

Re: No wifi since 19..1.2025. Engineer visit confirmed replacment router required but still no rout

Doodles — Thu, 30 Jan 2025 16:54:26 GMT

Hi Michelle.

I was just gathering everything together to put back into the box and a returns label fell out and I thought that's strange. But then I had not torn the box apart fully as I could then see what looked like a folded grey bag. I could not reach it so literally tore the box apart. ( I had removed the new router very carefully by only opening the ends. So if the replacement bag is on the way I will put it into this bag also. Is it ok if I return the box as well with the old router and cable inside. I don't think the grey bag alone is strong enough to have the router inside. it looks as if the router will tear the grey plastic bag in transit.

Re: No wifi since 19..1.2025. Engineer visit confirmed replacment router required but still no rout

Chris-TalkTalk — Fri, 31 Jan 2025 07:28:25 GMT

Hi Doodles,

Yes it's fine to send the router back in the box 🙂

Chris

Re: No wifi since 19..1.2025. Engineer visit confirmed replacment router required but still no rout

Doodles — Fri, 31 Jan 2025 07:30:39 GMT

Thanks Chris

Re: No wifi since 19..1.2025. Engineer visit confirmed replacment router required but still no rout

Chris-TalkTalk — Fri, 31 Jan 2025 07:40:46 GMT

No problem, have a great weekend

Chris

Re: No wifi since 19..1.2025. Engineer visit confirmed replacment router required but still no rout

Doodles — Tue, 04 Feb 2025 18:56:01 GMT

Hi I requested a returns bag from my router and Michelle said its on its way then a day or two later I realised there was one inside the router box. My plan was to wait for the returns bag that had been posted so that I could return it inside the one that was hidden inside the box. But I wondered it if it was still coming or has it been stopped. If its no longer coming then I will take the router to the postoffice. ( by the way might be a few days as have to take car in for repairs for a few days but will let you know once I manage to get to the postoffice) If the returns bag is still on its way then I will wait for its arrival so that I can return everything together Kind regards Lucille

Re: No wifi since 19..1.2025. Engineer visit confirmed replacment router required but still no rout

Anonymous — Wed, 05 Feb 2025 06:45:10 GMT

Hi Doodles,

The returns bag should still be on the way. We've noticed that it can take a little longer for the returns bags to arrive. If it doesn't arrive in the next 48hrs then please let us know.

Thanks

Michelle

Re: No wifi since 19..1.2025. Engineer visit confirmed replacment router required but still no rout

Doodles — Wed, 05 Feb 2025 07:43:14 GMT

Hi Michelle. Hope that you are well. Thanks for the update. Will update you. I realised that I needed to let you know as there is a charge if the router isn't returned. But I will definitely keep you in the loop. 🙂 have a lovely day. Will update probably at the weekend unless it arrives before.

KInd regards

Lucille