How to order a new router

[nickpashley]

I think my #router is broken. I came back from a weekend away and not all my devices will connect. Amazon Echo Dot will not connect. My HP printer will not connect. My Ring doorbell will not connect. I have rebooted the router and rebooted each device but they still will not connect. iPhone and iPad will connect but some apps will not work and access is very slow

I have checked the line using online tests and everything appears ok.

How can I order a new router?

Many thanks

[Karl-TalkTalk]

Hi

If you start your own thread (new message), we’d love to help.

We’ve found that posting in someone else’s conversation makes it harder to follow when looking for an answer.

It’s easier and quicker if we can chat with you in a single thread, if you start your own thread, that will keep our community organised and help others with a similar problem.

Check your home phone number or account number are also added to your Community Profile as that will really help us to find your details quicker.

Thanks

Karl

[DavidL3]

My internet stopped working on Sunday 20 th it came back on yesterday 21th about 4 but it keeps cutting out 

Anything between 20 mins And 1 hour  I have had the same router to of about 7-8 years so maybe that is the problem

Is it possible I could order a new router 

 Thanks. Davidl3

[Debbie-TalkTalk]

Hi Nick

I'm so glad to hear this 🙂

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

Thanks

Debbie

[nickpashley]

Hi, installed and working great. Many thanks for your help.

[Debbie-TalkTalk]

Hi Nick

I'm glad to hear that the router has arrived.

Please let us know how you get on.

Debbie 🙂

[nickpashley]

Hi, router arrived yesterday, many thanks. Was late home from work so didn’t manage to get onto it. Hopefully tonight. 👍🏽 

[Debbie-TalkTalk]

Hi Nick

How are you getting on, have you received the router?

[Debbie-TalkTalk]

Hi Nick

No problem and apologies again for the issue with the previous router sent.

Debbie

[nickpashley]

Thanks Debbie…

[Debbie-TalkTalk]

Hi Nick

Thanks for the Private Message.

I have re ordered the router and you should receive this within the next 24-48hrs.

Please let us know how you get on.

Debbie

[Debbie-TalkTalk]

Hi Nick

Please can you send me a PM with the address details and I will place the order again.

Thanks

[nickpashley]

Hi Debbie, that would be great. Can you confirm by PM the address to where you are sending it. My details are correct in my profile.

[Debbie-TalkTalk]

Hi Nick

I'm so sorry to hear this.

I can place the router order again, will this be ok?

[Skynet_TX]

Hi @nickpashley,

The Support Team on this community won't be around until Monday now, so you may get faster support by using the live chat or calling customer services on 0345 172 0088 over the weekend, however the Support Team here should respond to this topic early next week to help if you still need them.

[nickpashley]

Hi Debbie, many thanks for sending a router. Sadly we have been let down by Yodel (the courier). The tracking says the router has been delivered however it hasn’t. The Yodel customer service is non-existent; yesterday the phone number was in operative and the ‘chat’ function was met by ‘no operatives available’.

I have spoken to my neighbours and they have not had it delivered to them.

I am not sure where we go from here…

[Debbie-TalkTalk]

Hi Nick

You're welcome, have a good day 🙂

Debbie

[nickpashley]

Many thanks Debbie 

[Debbie-TalkTalk]

Hi Nick

I'm sorry to hear this.

I have ordered you a replacement router, please allow 24-48hrs for this to arrive.

Let us know how you get on.

Thanks

Debbie

[nickpashley]

Many thanks. I’ve just tried a factory reset (twice). It rebooted but no change, if anything it’s actually now worse, i.e. my iPhone will connect but I can’t access this page for example through the wireless.  I think my profile is complete so hopefully the talk talk people can find me on their systems.

[Skynet_TX]

Hi @nickpashley,

The support team here on the community will be able to help. They may be able to run some checks, and if they did think the router was faulty they would be able to arrange a replacement for you.

Have you tried a factory reset of the router by holding in the reset switch on the back for over 10 seconds ?.

For one of the TalkTalk Support Team on this community to be able to look into this you will need to update your community profile to include your name, landline telephone number that your TalkTalk service is provided on & an alternative contact number. This will allow them to identify you, and they will then be able to help.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk Support Team on this community can see your profile details).

Then they will hopefully be able to respond to this post tomorrow.