Deceased Router

[g7mjv]

Hello, I wonder if you can help me please?

My Broadband has gone down.

It's been dropping out for ages, despite Openreach visiting and checking the line a couple of times.

On occasions it's been really slow but a reboot of the router seemed to cure it.

It's now got a blinking ogange light and I have no service.

I don't have a landline phone

Could you send me a new router please

Many thanks

[sabelo-TT]

@g7mjv, thank you for this as these are wonderful news. In addition, regarding the delivery, please note that your delivery will take within 2-3working days for your equipment to be delivered to you. 🙂 

[g7mjv]

Update

The Openreach engineer visited yesterday.. He thoroughly tested the line and it was perfect.

He contacted Talktalk and a new router has been ordered for me

[nambuso-TT]

You're welcome. Thank you very much for contacting TalkTalk, have yourself a lovely day ahead:)

Goodbye!👋

[g7mjv]

Thank you for booking the appointment.. No other help needed, thanks

[nambuso-TT]

Thank you very much for  taking your time to chat with me today, Is there anything else that you would like me to assist you with?

[nambuso-TT]

Alright no worries, Reservation of a Openreach engineer appointment has been successful. Reserved appointment slot : September 13 2025,AM 

[g7mjv]

AM on the 13th of September please

[nambuso-TT]

The earliest available engibne4r's appointment I have on my end is Friday the 12th of September PM Slot Followed by the 13th of September which has the AM and the PM slot. Which one would be suitable for you?

[g7mjv]

Ok, thank you..

[nambuso-TT]

I'm sorry to hear that you feel this way @g7mjv Openreach will contact you via a text message with details of the engineer on the day of the visit - this will include updates on when they expect to arrive.

This is an appointed visit, which means they'll need access to your property, but some work may also be done outside your home. They will advise when work has started and when it has completed 

After the engineer has left your premise, they will send the case notes to us with the outcome of the visit.

It can sometimes take a few hours to collect these notes so please bear with us until we communicate the next steps to you.

[g7mjv]

We seem to be going around in circles, it would be cheaper to send me a new router... Ok, I will await an appointment but I will not pay any charges if it turns out to be the router... Thank you for your help

[nambuso-TT]

We're booking an Openreach engineer to investigate any issues within the network that may be affecting your service. Please make sure that someone over the age of 18 will be available on-site during the visit.

If the fault is outside of your property boundary, there will be no charge and the engineer may not need to visit your home. We'll be sure to keep you updated via text once the engineer has completed their investigation.

The booking is made on the basis that you've completed all the checks we've requested, by doing it will prevent any unnecessary charges.

Please note that if the engineer confirms that the fault is inside your property boundary or caused by your equipment, or if you miss the appointment, a charge of £75 will apply.

If you need to make changes to your appointment, please respond to the confirmation text sent to your registered mobile number.

Please note that if you amend or cancel your visit after midday on the day before your appointment, you will be charged £75.

Do you understand and agree to these terms and conditions?

[nambuso-TT]

The engineer will leave notes on your account, and we will then send you a new router if needed.

[g7mjv]

There is no work being carried out on the building.. If the router proves to be faulty, will the engineer have a replacement

[nambuso-TT]

Just to confirm, Do you currently have any construction work being carried out, either inside or outside of your home, that could prevent the engineer from completing their work?

[nambuso-TT]

As long as the fault is found with TalkTalk then you will not be charged. 

[g7mjv]

It has been dropping out for a long time despite 2 engineering visits.. It went off line yesterday

[g7mjv]

As I have said, there is nothing connected to the master socket other than the router. The building is a block of flats and the socket is in the wall. There is no visible cable.

If the router proves to be faulty, will I be charged for the engineering visit?

[nambuso-TT]

Just to confirm when did you notice the issue?

[nambuso-TT]

I do understand however when we ran checks the diagnostics confirmed that the engineer needs to visit your property. You will be charged if the Openreach engineer was unable to find a fault with your service or the fault was found to be related to a condition in your property or garden. Any faults related to your main phone socket may also incur a charge, as will issues caused by any personal devices connected to your line. You won’t be charged for faults caused by Openreach equipment.

If you can't be at home for your appointment it's best to reschedule before 12 noon the day before (or 12 noon on Saturday if you have an appointment scheduled for the following Monday). If you don't reschedule then a missed appointment charge will be applied to your bill:

Here are some of the reasons why a missed or incomplete appointment charge would be added to your bill:

• You cancelled or rescheduled after 12 noon the day before your appointment date.
• The engineer couldn't access or was refused access to your property.
• You supplied us with the wrong address.
• There was no adult present at the property.
• The address is a building site or unsuitable to work in.
• There was no electricity at the property.
• There were health and safety concerns at the property.