Need new router

[Icthebinman]

Had my router for years no longer supported by talk talk and has very poor wifi connection would like to get a new one please

[KeithFrench]

Hi @Icthebinman 

If the router checks out, I can always help out with any wifi reception issues.

The information below is provided by TalkTalk. For confirmation, please contact @Lorrainef, the manager of the TalkTalk support staff on this forum.

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times, he may ask you to send him test results via a Private Message to help analyse/diagnose an issue. Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help others.

If you need further help or if we need to take any details such as personal information about your account, like phone numbers, account numbers, etc, one of the TalkTalk team will jump in and help out.

[kanya-TT]

Hey there, @Icthebinman. We'd like to run checks for you to identify the issue and if it's with your router we will be able to replace it. Kanya

[fr8ys]

Did you receive an email giving you choices on a new router?

If you are in contract you can purchase a new one for £80.

If you are out of contract or within 4 months of the end of your contract (you can check your end date in My Account), you can phone and speak to the loyalty team and take out a new contract and as part of that ask for a new router, which should be free.

The email about your router no longer being supported is a regulatory requirement. It doesn't mean that it will not work or you are at any risk.

If your router is faulty it will be replaced, but staff are required to go through performance tests with you to establish this.

If you wish them to do this, you are in the staff's queue for a response.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and the support staff can view.

Please also detail the issues you are facing in more detail, together with what actions you have taken to try and resolve this, such as turning it off for 30 minutes to start a new network session and performing a pinhole reset to return it to factory settings (note this will reset the username and password back to their original values should you have changed them).

Please post back when done with the additional requested information.

Thank you