Faulty router?

[Gary_TT]

Hello,

I had a sudden drop in download speed (below guaranteed minimum) on Sunday (2 June 2024) . I ran a line test which reported a possible external fault and an engineer visit was automatically arranged. The Engineer arrived yesterday (4 June 2024) and carried out his tests and suggested the problem is most likely down to a 'Split pair' issue with the router and suggested I request a replacement for my D-Link DSL-3782 from yourselves.

After his visit my download speed has returned to above the guaranteed minimum and I have no downstream errors on the line.

What would you suggest? Leave it and see how it goes? Or replace the router anyway?

Regards
Gary.

[Debbie-TalkTalk]

Hi @Gary_TT 

I'm so glad to hear this, thanks for letting us know 🙂

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

Thanks again.

Debbie

[Gary_TT]

Good afternoon

The new Sagemcom router is installed and working. Speed close to probable maximum for the line. All seems well.

Thank you.

Gary.

[Michelle-TalkTalk]

Hi Gary,

I'm glad to hear this 🙂 No problem, there is no rush. Please let us know how you get on.

Michelle 🙂

[Gary_TT]

Good afternoon Michelle,

Glad to hear the line test was OK.

The Sagemcom router is now allowing me to change admin passwords. I have tried several to make sure it wasn't a one off. Even those that failed yesterday are now accepted. No idea what has changed it just started accepting them after switching it on today. The GUI itself seems to be working a bit more smoothly although it is still crashing at random either exiting the interface completely or becoming unresponsive. Hopefully once setup this will not be an problem.

I have setup an old TP-LINK router (which is working surprisingly well) for now so I can return my old DSL-3782 in the bag provided.

It's going to be a few days before I have time to setup and test the new router, so perhaps it would be best to close this thread.

Thank you and your colleagues for all your help.

Gary.

[Michelle-TalkTalk]

Hi Gary,

Thanks for the update. Can I just confirm that you tried all the steps in the below help guide please?

Change your router admin password - TalkTalk Help & Support

I've also run a test on the line now which is clear at the moment. Is the router currently connected to the test socket?

Michelle

[Gary_TT]

Good morning Michelle.

Thank you for your message.

The new router has arrived but I am having trouble setting it up. I cannot seem to change the admin password. It keeps suggesting that I am not using valid characters 'Valid characters for the password are uppercase and lowercase letters and numbers' . I have tried different combinations without success.

It has dropped my ethernet connection to it several times and I have to reboot the router to gain full access again.

I have tried a Factory reset using the routers interface and also the reset button on the back but still have the same problem.

The box it arrived in looked as though it had been dropped or crushed but the contents seem OK.

Any suggestions?

The good news is my connection is maintaining best speed with minimal errors.

Thank you.
Gary.

[Michelle-TalkTalk]

Hi Gary,

Just checking back in to see how you're getting on and if the router has arrived?

Thanks

Michelle

[Michelle-TalkTalk]

Morning Gary,

Thanks for the additional update 🙂 We'll check back in with you early next week.

Michelle 🙂

[Gary_TT]

Good morning Michelle

Another Openreach engineer arrived on Wednesday, he detected some problems with the cable to the exterior of my home and replaced it. He was also concerned about the local cabinet and went off to investigate.

The courier has the router, I believe its supposed to be delivered today (Friday 7 June 2024) but it has not left the depot as yet.

Thank you for checking up on this. I will let you know when I have the new router installed.

Gary.

[Michelle-TalkTalk]

Hi Gary,

How are you getting on?

Thanks

Michelle

[Karl-TalkTalk]

Hi

If you give our Team a nudge as soon as it arrives, we can run a quick test on your line and make sure the speeds look as they should.

Regards,

Karl. 

[Gary_TT]

Good morning Debbie.

Thank you for your quick response. I look forward to trying the new router.

Gary.

[Debbie-TalkTalk]

Hi Gary

Apologies for this.

The DSL3782 is one of our older routers so I've ordered you a WIFI hub (and a returns bag for your current router)

Please allow 48hrs for this to arrive. Let us know how the connection compares.

Thanks

Debbie