HOW DO I GET A NEW ROUTER?

[moffers]

My router keeps flashing orange and is going offline every few minutes.  This problem has got progressively worse over the past few days.  I use my laptop for work, so need a consistent internet connection.  My line and WiFi appear to be fine, so I can only conclude that it is my router, as I've had it for many years now, so it's probably out of date.  How do I get a new one?

[moffers]

No, I don't.

[Philile-TT]

Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

[Philile-TT]

Great, thank you for the confirmation. 

[moffers]

Hi Phili

I'm back home now and ready to start the checks. 

[Philile-TT]

No worries:)

[moffers]

Okay Phili.  Will do.

[Philile-TT]

Please let me know when you are back and we can continue with the diagnostics test. 

[moffers]

I'm just going out, but will be back in a couple of hours.  

[Philile-TT]

@moffers Hello there, I will assist you. Please confirm if you are currently at home where the TalkTalk services are installed? 

[moffers]

Hi Phili

Many thanks for your message.  Please go ahead and run the test, as I may have to change providers if this can't be quickly resolved.

[Mandisa-TT]

@moffers we will be able to run checks, let us know how you would like to proceed.

[ferguson]

Yes, the test TalkTalk run will be done remotely and can identify wider issues.

[siphosethu-TT]

Yes, they differ, we might even get a different resolution. Please confirm if you are experiencing the dropping in connection currently? 

[moffers]

So are the two diagnostic systems different then?

[Philile-TT]

@moffers are you experiencing the dropping in connection currently? 

[moffers]

Many thanks for your reply Phili.  I did run the TalkTalk online diagnostics myself, which stated that there was nothing wrong, but clearly something is not right with the constant intermittent disconnecting of the internet.

[Philile-TT]

Hi there @moffers please be advised that we require to run a diagnostics test so that we can send the new router for free, however you can purchase a router if you are not happy with going through diagnostics.