Good morning
After about one week of loosing WiFi connection about 2 or 3 times a day, fault reported to TalkTalk, who ran line checks and reported back as no fault found.
On Wednesday 7th May, the Router (Sagemcom) went offline about midday, and would not boot up, with the orange light constantly flashing. Reported to TalkTalk as REP-15612171, they reported back that a fault appeared to be from the exchange to my house. Openreach were informed and they sent a text to say they were investigating at 12:11.
Yesterday afternoon I received a call from Openreach to say that their investigations showed no fault outside my house, and after a chat with the engineer about a previous history of router failure, this is the 3rd or 4th time a router has failed, and had to be replaced within the last 5 or so years.
Fortunately I have access to another TalkTalk router, which I borrowed from a friend, I plugged in the borrowed router, and amazingly it worked perfectly. I wasn’t surprised too much, because other than the old router now being proven to have failed, nothing in my set up has changed since it was all checked and installed by an Openreach engineer approx 5 years ago.
Openreach told me to contact TalkTalk, which I did via the chat option, the agent sent me down the usual rabbit holes of checking this and checking that, I explained that the borrowed router was working perfectly, so all I need is a new router sent to me asap. The agent appeared to be having problems in believing my report, and reluctant to organise a replacement router. He disappeared off the chat for several minutes, then he came back saying he had contacted Openreach who told him that a major fault, possibly requiring the road to be dug up was required??? I am told that Openreach are to call me this afternoon at 16:00 to discuss a KSU (I think it was that, as I lost the chat with the agent)
I think that somehow your agent has his wires crossed, because quite clearly my borrowed TalkTalk router is working because I am using it to send this message!
Please can someone get me a replacement Router. Please arrange for someone from TalkTalk customer service to call me today. Finally can I have a phone number to allow me to speak to a human being?
Frustrated as I’ve just renewed my TalkTalk contract and I now think I’ve made a mistake.
Help please someone?
