on 03-08-2021 09:18 AM
As my parents are elderly, they obviously struggle when a fault occurs.
I am not local to them which doesn't help.
There Router shows no light under the Internet section on the panel.
I have gone through the usual trouble shooting steps of asking them to power down router for a while and check cables.
I also checked a few websites for outages, and even Talktalk website shows both no issues, and outage in London where they are located.
Is their a way of linking my account with there's so i can talk with support. Understandably they wont help without all the security questions, and i doubt parents will know.
I was on Chat with them yesterday, and they would not even tell me if their was an outage in the post code area because they could not access my parents account with the details.
on 03-08-2021 12:30 PM
Routers connect to the line without any user intervention.
They will have to connect their Wi-Fi devices to the new network and that will mean they have to identify that on their devices and enter the new password which is on the back of the router.
on 03-08-2021 12:25 PM
Many thanks for looking into this, and sending a new Router.
I will let them know, but i will advise not to swap out just yet, as will need their 2 devices configured for WIFI.
I assume it's pre-configured, otherwise they wont manage it. I'm sure when i configured a new Router years ago(not yours, but a LINKSYS ) i had to put username/password/new WiFi key etc
on 03-08-2021 12:01 PM
All tests are clear, and I'm not seeing any issues at the moment.
I've a new router on the way to them, so we can see if it is the router that has failed.
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.
WEAR A MASK - WASH YOUR HANDS - SOCIAL DISTANCE
on 03-08-2021 10:22 AM
on 03-08-2021 10:10 AM
Can you help me where to put my parents info in, Is it under my profile/settings/personal information as it wont let me save anything, and looks like its asking for a new settings like email which i don't need to change.
on 03-08-2021 09:53 AM
Voice is fine just Internet.
I will add parents details to profile.
ps, are you able to confirm the Telephone number for support is 0345 172 0088 and is free from their landline. I don't them getting a large bill.
on 03-08-2021 09:46 AM
I'm sorry to hear this. Is the voice service affected or just the broadband connection? Please can you add your parents name and home telephone to your Community Profile and we can take a look. Please do not post any personal information on the Community.