No broadband router manufacturer problem

[Grapejuice18]

For the last few weeks I have been encountering broadband issues. From the connection being intermittent to a complete loss. 

I have contacted support numerous times to no avail. I was told there was a manufacturing problem with the routers effecting the majority of customers.

I have been down the complaint route and been in touch with the customer service to no resolution.

I am at loss of business as I use my broadband to contact customers and live in an area with no phone reception so heavily rely on my broadband service and WiFi calling in order to operate.

As the service is not as promised I should be able to terminate my contract with talk talk early and go with a more reliable ISP as this is only one of the times I’ve had issues with interrupted service.

I am told to just sit back and wait which clearly isn’t good enough and doesn’t solve the problem with the loss of business due to the poor service.

Please advise and confirm when this will be resolved and how I go about terminating my contract.

[Chris-TalkTalk]

Hi Grapejuice18,

Thanks for updating your profile. Is your router currently connected to the test socket?

Are you experiencing any problems with your telephone service? Is there a dial tone?

Chris

[Grapejuice18]

I have updated these preferences in my profile.

[Michelle-TalkTalk]

Hello,

Can you please update your community profile to include your:

• Name
• Telephone number or Account number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

[fr8ys]

Thanks for the clarifications.

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 post back when done.
Thank you

[Grapejuice18]

I have a residential line. I am self employed and use the connection to make calls and contact customers. I am not operating a full scale business with employees just the use of a self employed worker that contacts clients from my home WiFi.

as for the router it is the current one I believe it is the super fast hub. I have already tried all the mentioned steps beforehand. Over the last week it has been solid white with intermittent issues but before and currently it is now flashing white and orange and then blinking orange.

[Michelle-TalkTalk]

Morning,

I'm really sorry to hear this. Do you have a residential or business line please?

Michelle

[fr8ys]

Can you confirm which router you have please?

Have you experienced a solid white light and no WiFi issue, or is this something else?

Have you tried factory resetting the router by using the pinhole? Be aware this will reset your router login and password if you have previously changed them.

You mention a business and contacting customers. Are you working from home for an employer or is this your own business? If the latter this forum is for residential customers. If you have a residential line, the running of a business is precluded by your terms and conditions and you may need to consider this when your contract is due.

If you are a business customer then TalkTalk Business Support can be found here.

https://supportcentre.talktalkbusiness.co.uk/home?_ga=2.107564932.704890122.1661952238-95588165.1661...