New Router

[keepingposs]

Hi

Last year I renewed my contract with TalkTalk and at the time discussed my slow broadband speed.  The agent I spoke with said that they could send me a new router, as we have been using the same D-Link DSL-3782 for several years.

Our broadband, wifi and TV streaming are often very slow, and in particular we find it hard to stream Netflix, BBC, ITV-X, Amazon Prime etc.  I am hoping that a better router will overcome these problems, and as I was promised a new router as part of the package of renewing my contract, I will be be grateful if you can fulfil the promise that you made to me last year.

I have been a loyal customer of TalkTalk for 14 years, and am generally pleased with your company and customer service.  I am just a bit disappointed that you did not send me a router as you said you would, and am motivated to write to you now as our ability to stream from our TV is particularly poor.

Please let me know that you are able to help me in this way.

Thank you

Paul Keeping

[Debbie-TalkTalk]

Hi Paul

Have you received the replacement router?

Thanks

Debbie

[Debbie-TalkTalk]

Hi Paul

Apologies for this.

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

Let us know how you get on.

Thanks

Debbie

[Skynet_TX]

Hi @keepingposs,

The support team here will be back on Monday, and will hopefully be able to reply then. As you are using an old model of router they may just send you a more modern router as a replacement, but they may also want to do some other checks on your connection first, just to make sure there are not any other possible causes for your slow speeds.

Do you have devices connected both wired and wireless, if so do you have speed issues on both, or just on wireless devices ?

If you run a speed test (ideally from both a wired and wireless device so that you can compare), how close are the speed test results to the speeds you expect to get from your connection.