topic Re: Router issue in Full Fibre

Router issue

Bobeto1986 — Fri, 10 May 2024 12:46:08 GMT

My router gave up yesterday, engineers have been out and have verified the line into my property is working fine. I have switched out my talk talk Wi-Fi hub router for a talk talk Wi-Fi hub 2 router. It does not connect to the internet. Please can someone have a look at my router to ensure it is up to date and set up correctly.

I have tried all the usual resets and power off and back ons and the router just says disconnected for my internet connection. Does the router need updating as it hasn't been used or making specific to my full fibre connection?

Re: Router issue

Debbie-TalkTalk — Fri, 10 May 2024 12:49:56 GMT

Hi Bobeto1986

I'm really sorry to hear this.

Please can you add your name and TalkTalk landline/account number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie

Re: Router issue

Bobeto1986 — Fri, 10 May 2024 12:56:06 GMT

I have updated my profile as requested.

Re: Router issue

Debbie-TalkTalk — Fri, 10 May 2024 13:05:45 GMT

Hi Bobeto1986

Thanks for updating your Community Profile.

Could you also add your TalkTalk account number to your Community Profile.

Re: Router issue

Debbie-TalkTalk — Fri, 10 May 2024 13:12:43 GMT

Hi @Bobeto1986

I've located the details from the FTTP order number.

We've made a change to a profile, please can you retest?

Thanks

Debbie

Re: Router issue

Bobeto1986 — Fri, 10 May 2024 13:18:21 GMT

I have just reset to test if this change has worked.

Re: Router issue

Debbie-TalkTalk — Fri, 10 May 2024 13:20:50 GMT

@Bobeto1986

Thank you, please let us know how you get on 🙂

Re: Router issue

Bobeto1986 — Fri, 10 May 2024 13:29:33 GMT

You have fixed my issue. I am up and running. Will I still be sent one of the new routers as I spoke to someone on live chat earlier and they said the where sending a new eero one?

How can you fix it within minutes and they can't when I explained the same thing. You are a star!!

Re: Router issue

Debbie-TalkTalk — Fri, 10 May 2024 13:33:48 GMT

Hi Bobeto1986

I'm so glad to hear this 🙂

I can't see an eero ordered sorry. Would you prefer this to your current router?

If we send out an eero then we would also send a returns bag for the hub2 to be returned. I will also need to change the profile again when the eero is connected.

Re: Router issue

Bobeto1986 — Fri, 10 May 2024 13:35:03 GMT

Is there any point changing? Is it any better than the hub 2 in terms of wireless connection around the house?

Re: Router issue

Debbie-TalkTalk — Fri, 10 May 2024 13:38:52 GMT

Hi @Bobeto1986

It's entirely up to you. The eero does have wifi 6 technology but if your speeds are fine with your current router then I would suggest keeping this one.

Hope this helps 🙂

Re: Router issue

Debbie-TalkTalk — Fri, 10 May 2024 13:42:30 GMT

Hi Bobeto1986

I have also sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie

Re: Router issue

Bobeto1986 — Fri, 10 May 2024 14:43:03 GMT

No problem.

There is no point changing. Thank you for your help with this. I will find your PM and fill in.

Have a nice day!! ☺️

Re: Router issue

Debbie-TalkTalk — Mon, 13 May 2024 05:32:07 GMT

Hi Bobeto1986

Thank you 🙂

If you do experience any further issues then please let me know.

Debbie

Re: Router issue

Bobeto1986 — Mon, 13 May 2024 12:15:06 GMT

Actually Debbie, there is one more thing.

I have had an email today stating an order has been processed for a new router at a cost of £129. The person on the chat on Friday said a new router would be sent but never discussed a cost which is frustrating as it wasn't my fault the hardware failed.

As you fixed my issue with the other router I had, could this be cancelled as it is not required.

Many thanks for all your help so far.

Re: Router issue

Debbie-TalkTalk — Mon, 13 May 2024 12:20:27 GMT

Hi Bobeto1986

Apologies, as this has been ordered then I would suggest refusing delivery, I wont be able to stop this now.

You shouldn't be charged for this router but do let me know if anything shows on your next bill.

Re: Router issue

Bobeto1986 — Tue, 14 May 2024 18:48:45 GMT

Hi Debbie. I have been told I won't be charged for the new router. I have plugged in my eero 6 pro but it won't connect to the internet.

Could you help me with this issue? The app says it can't connect.

Thank you.

Re: Router issue

Bobeto1986 — Tue, 14 May 2024 19:19:50 GMT

Let me know when you are available tomorrow. I have tried to resolve the issue by chatting to an agent but they just are not helpful.

I don't know what it is that they can't do but you can.

I will use myold one until then.

Thank you.

Re: Router issue

Debbie-TalkTalk — Wed, 15 May 2024 07:04:38 GMT

Hi Bobeto1986

Sorry for the delay. When will the eero be connected to your line?

Re: Router issue

Bobeto1986 — Wed, 15 May 2024 07:11:41 GMT

Good morning.

I can do it now if it's a quick process?