Issue with router

[Inese23]

Hi there,

I had very bad internet this morning so have to reboot my router. After that my network disappeared from all devices. I don’t know what happened but I’ve tried everything possible with no result. So after many hours of trying to fix it I decided to connect my very old router which I had since I joined TalkTalk and it works. So looks like my new router which I’ve got from September 2023 is broken. Not sure if I can get a new one? Thanks 

[nambuso-TT]

@Inese23 So just to confirm do you understand and agree to these terms and conditions above?

[ferguson]

That's not a problem, I deleted my post as soon as I realised you had said the same thing at much the same time!  🙂

[mandisa1-TT]

Thank you so much for the support @ferguson 🙂

[mandisa1-TT]

You can choose a date you are comfortable with, however i will only be able to advise on the dates available once you have agreed to the Terms and conditions.

[Inese23]

I understand that but can I choose a date? I'm not always at home.

[nambuso-TT]

I will let you know once you are agreeing to the terms and conditions. 

[Inese23]

What date he will come?

[nambuso-TT]

Okay thank you. We will reserve one of our engineers to visit your property and investigate the issue.

Our engineer will check your whole TalkTalk set up to make sure everything is performing correctly, but they won't be able to assist with technical issues on your own personal devices.
The booking is made on the basis that you've completed all the checks we've requested, by doing so it will prevent any unnecessary charges.

The cost of this visit is £75, but if the engineer replaces your router due to a fault, or if a further external engineer needs to attend, there will be no charge for the visit.

The engineer may arrive at any time within the specified timeslot, so you must be available for its entire duration to ensure the appointment is not missed.

There must be someone over the age of 18 present for the visit during the scheduled timeslot, as there will be a £75 charge if an adult is not present, the engineer is unable to gain access to your property or if you miss the appointment.

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 1 pm on the day before your appointment, you will be charged £75.

Do you understand and agree to these terms and conditions?

[Inese23]

No special instructions. 

[nambuso-TT]

Thank you very much. The engineer will need to park nearby - within around 5 minutes walk from your property.

Are there any special instructions we need to provide the engineer to ensure they can do so?

For example:

• Controlled Parking Zone - permit holders only
• Engineer will need to pay for parking
• Customer will need to access via a secured gate or lot

[Inese23]

020

[nambuso-TT]

As this is a public platform:)

[nambuso-TT]

Please only confirm the last 3 digits of your mobile number

[nambuso-TT]

Okay thank you very much for letting me know. Do you have a mobile number you can provide us so we can contact you if needed?

[Inese23]

Book an engineer visit 

[nambuso-TT]

So just to confirm how would you like us to proceed?

[Inese23]

Right, ok

[nambuso-TT]

we need to send out an engineer to determine the cause of why your new router is not working. The new router that you have now was sent as a replacement to your old router. As per the checks that we conducted we need an engineer to come out and check your router/setup. If the router is faulty, you will not be charged for the engineer visit however if you are charged you can contact us, and we will remove the fee for you.  The engineer will be able to determine exactly what is wrong.

[Inese23]

New. I’m using new router from September 2023 and never had any problem until yesterday morning. 

[nambuso-TT]

Just to confirm previously did you have the old router connected or the new router?