Issues. Replacement router?

[Rwhunited2]

Hello.

We have had multiple drops of internet, but the white light stays lit on the router. I have a mesh system connected via lan which loses internet connection and all WiFi devices stay connected but lose internet. I am also unable to login to the router on 192.168.1.1 when this happens as it says bad gateway or something, but can login any other time.

Live chat says all line tests are fine and it is an issue with in home equipment. I can book an engineer “optimisation” visit for £75. 

I requested a replacement router on live chat but was declined. What do I do now? Do I have to leave, or leave and rejoin to get a new router?

Any help or advice welcome.

[Chris-TalkTalk]

I've checked, the router was dispatched yesterday so you should hopefully receive it today or tomorrow

Chris

[Rwhunited2]

Hi Chris. I have had a call from talk talk today after last nights live chat and offered me a router. 

I would like one, are you able to check if this has been done from them? If not, could you sort? 

thanks

[Chris-TalkTalk]

OK thanks. I can send another router to test with, would you like me to arrange this?

Chris

[Rwhunited2]

The Wi-Fi hub.

The internet is currently down, dropped mid work call.

[Chris-TalkTalk]

OK thanks, so which router do you currently have connected?

Chris

[Rwhunited2]

We only have the 1 telephone socket in the house.

[Chris-TalkTalk]

Thanks. Do you only have the one telephone socket or do you also have one or more extension sockets?

Chris

[Rwhunited2]

Hi Chris, 

No the faceplate is back on. I did the test socket on live chat last night but they said that it was all fine.

We don’t use the landline to make calls, but when I lift the handset it sounds fine.

[Chris-TalkTalk]

Hi Rwhunited2,

Line test is passing but I can see that there have been some disconnection over the last few days. Is your router currently connected to your test socket? - Your guide to main phone sockets - TalkTalk Help & Support

Are you experiencing any problems with your telephone service, any noise on the line?

Chris

[Rwhunited2]

This is a TP-Link deco system that has been in place since 2020 without issue.

[ferguson]

Well yes, clearly, but with an unspecified mesh system the issue could be arising from a variety of points. 

[Rwhunited2]

Thank you. I have been on live chat the last 3 evenings. They have tested the line and router apparently. But surely something is wrong.

[ferguson]

This has been flagged to the support team here for you, they can check whether anything is amiss with your connection and advise further.