topic Re: Awaiting New Router in Full Fibre

Awaiting New Router

Vicky1575 — Thu, 06 Feb 2025 12:13:02 GMT

I was told last Friday that I would have a new router sent within 3 working days estimating delivery by yesterday, so far I have not received it and have had no communication that it is on it's way. The chat doesn't appear to be working for me to chase this up and I have received multiple text messages and emails to say that my issue has been resolved but I am still without a router. I am nearly out of contract and am exploring new providers to switch to that have better customer service. My colleague, who is with Sky, received her new router the next day.

Re: Awaiting New Router

Chris-TalkTalk — Thu, 06 Feb 2025 12:22:03 GMT

Hi Vicky,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks
Chris

Re: Awaiting New Router

Vicky1575 — Thu, 06 Feb 2025 12:40:39 GMT

I think I have managed to do this but am not sure. Thanks

Re: Awaiting New Router

Chris-TalkTalk — Thu, 06 Feb 2025 15:05:54 GMT

Thanks that's fine. Could I just ask which router you currently have and why you are being sent a new one?

Chris

Re: Awaiting New Router

Vicky1575 — Thu, 06 Feb 2025 15:21:42 GMT

Hi Chris

It's a FAST5464 2T4

My electricity tripped last Friday morning and after switching it back on my router wouldn't connect again, it was coming on but I was only getting the amber flashing light. That afternoon I contacted support using the online chat and after several hours and trying everything they told me to do; switching it off for 30 seconds then switching back on, resetting, sending them pictures of the ONB etc. they eventually ran a diagnostic test and told me that my router was now faulty and that I need a new one. On Friday they said one had been ordered and would take 3 working days for delivery but I haven't heard anything since. No delivery yesterday and Royal Mail have already been today with no router again. I asked if I could pay to have it fast tracked as I work from home but was told that only standard delivery is available. To get by just now my neighbour has shared his Wifi password with me so that I can still work but none of my TV's are working as my SkyQ will not accept his router details. I am getting very frustrated with this now and am having to spend work time trying to chase it up which is affecting my work performance.

Re: Awaiting New Router

Chris-TalkTalk — Fri, 07 Feb 2025 09:52:16 GMT

OK thanks. The router specified for your current package is an eero rather than the Sagemcom, so I can send one of these, is that OK?

Chris

Re: Awaiting New Router

Vicky1575 — Fri, 07 Feb 2025 12:05:47 GMT

Chris

It is now an Eero because I eventually managed to speak to someone from customer services in Belfast and have now upgraded to Fibre 500

Re: Awaiting New Router

Chris-TalkTalk — Fri, 07 Feb 2025 12:37:51 GMT

Sorry, I'm a bit confused, is the router that no longer works an eero or the Sagemcom?

Chris

Re: Awaiting New Router

Vicky1575 — Fri, 07 Feb 2025 12:45:16 GMT

I have no idea. My current one is definitely not an Eero. Last night I was really annoyed at not being able to contact the online chat all day and trying several times to call technical support only to receive an automated message to say most issues can be fixed online then being disconnected from the call. I then just called through to cancellations and spoke to a human being who was really helpful and called me back this morning. She then put me through directly to technical support and I again went through the diagnostic test for my current router. I think she determined that the fault is not with the router and logged a fault with City Fibre, an engineer is coming out tomorrow. Shortly after this call ended I was contacted by someone from TalkTalk in Belfast and explained the whole saga to him. He offered me an upgrade to Fibre 500 which I accepted.

Re: Awaiting New Router

Chris-TalkTalk — Fri, 07 Feb 2025 12:53:29 GMT

OK, thanks for the clarification. We'll check in with you again on Monday to see how you got on with the engineer visit

Chris