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Faulty router

Tompringle
First Timer
Message 6 of 6

I don't understand why I can't be sent a new router? Two discussions with tech support has made me feel like I'm dealing with some very un-technical people.

 

I have a new router at my new home on my new contract.

 

5ghz AC/ax connections work fine

2.4 GHz a/b/n connections can't see a network ID.

 

Tried giving the 2.4ghz band a different name. Fixed channel number, fixed 20hz bandwidth. Nothing helps.

 

A network scanner shows no broadcast ID on the 2.4ghz band.

 

 But default all settings and leave the router off for 5 minutes, turn it on again.  then router the ID appears for about 2 minutes at a very low dB level and then just vanishes. 

 

I take it that the chipset is warming up and then just cuts completely or an internal aerial is loose.

 

So explaining this to technical support turns into a barrage of having to call while at home and run through a bunch of pointless tests. I'm not at home before 8pm and out the house by 7am.

 

How do I get a new router? As this one is DOA. Or do I just cancel my service?

 

 

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5 REPLIES 5

Message 1 of 6

Hi

 

That's great news, thanks for letting us know.

 

Regards,

 

Karl.

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Message 2 of 6

New router arrived and it all works great. Many thanks.  

Message 3 of 6

Hi Tom

 

Thanks for updating your Community Profile 🙂

 

The router is on its way, please allow 24-48hrs for this to arrive.

 

Let us know how the connection compares with this router.

 

Thanks

 

Debbie

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Tompringle
First Timer
Message 4 of 6

That's a great reply, details added. Thank you 👍

Debbie-TalkTalk
Support Team
Message 5 of 6

Hi Tompringle

 

I'm sorry to hear this.

 

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

 

Thanks

 

Debbie

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