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Broadband Router 5Ghz & 2.4 Ghz Disabled

Baxter616
First Timer
Message 7 of 7

Received new router few days ago which worked for a couple of days but then suddenly stopped working.

Can connect to the internet using an ethernet cable plugged into the router, so no issue with internet access, the problem is the wifi has failed on the router.

If i login to the routers admin page (using cable again), I can see the wifi status is down for both 2.4Ghz and 5Ghz. Disabling and enabling these makes no difference. Tried changing channels, renaming the SSIDs. 
Looks like a hardware failure on the router.

When we called the talktalk contact centre they just said everything was working fine and wouldnt accelt that the router was faulty and tge issue lied with the wifi not working, not the ADSL line from the router.
Is it possible to get a replacement router asap as need the internet for work.

tried again calling the support contact number today but says they are closed, despite the page online saying they are open 7 days a week. 
Thanks

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6 REPLIES 6

Message 1 of 7

Hi

 

Router is on the way.

 

Thanks  

 

Karl. 

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Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


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Message 2 of 7

Hi Debbie, thanks for the prompt response. I've updated my contact details on the community private profile page along with TalkTalk number.  Can you send a replacement router please?

Let me know if you need any further details.

Thanks

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Message 3 of 7

Hi, thanks for the response. Yes tried resetting the device to factory settings with no effect hence this is a hardware fault as you say.  I've updated my private profile on here with TalkTalk number and my contact details so support can contact me, hopefully to issue a new replacement router.  Thanks again

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Debbie-TalkTalk
Support Team
Message 4 of 7

Hi Baxter616

 

I'm sorry to hear this.

 

Please can you add your name and TalkTalk landline number to your Community Profile, I can then send a replacement router.

 

Thanks

 

Debbie

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Skynet_TX
Community Star
Message 5 of 7

Hi @Baxter616,

 

Have you tried a factory reset of the router by holding in the reset switch on the back for over 10 seconds. It is unlikely to fix it, but if it doesn't work after a factory reset then that means it is very likely to be a router failure.

 

For one of the TalkTalk staff on this community to be able to look into this you will need to update your community profile to include your name, landline telephone number that your TalkTalk service is provided on & an alternative contact number. This will allow them to identify you, and they will then be able to help.

 

Don't post any personal details in this thread, just add them to your community profile.

 

Then they will hopefully be able to respond to this post tomorrow.

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martswain
Philosopher
Message 6 of 7

Coronavirus support hours are here.

 

https://community.talktalk.co.uk/t5/Articles/Our-update-on-Coronavirus/ta-p/2468300

 

The only option on Sundays is Live Chat.

 

Forum staff will be back on Monday.

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