No lights on router after thunderstorm

[slashspick]

Hi. Our router has just turned off after a thunderstorm. It has no lights at all. I have unplugged it for 20 mins and plugged it back in but still no lights. Please help ASAP as my wife works for the NHS from home and needs a connection!

[Karl-TalkTalk]

Hi

you will not get any notification that it has arrived, but they will book it in against your account via the device serial number.

Any issues or any charge shows up on your bill, just let us know here 🙂

Karl.

[slashspick]

Thanks. I sent it back last week. How do I know that they received it?

[Karl-TalkTalk]

Hi

you can use the returns bag. They are just expecting a device back, the different serial should not cause an issue.

Karl.

[slashspick]

So do I just use the returns bag that came with it? They are expecting a router with a certain serial number which is different to the router that I will send back. Will that cause a problem?

[Karl-TalkTalk]

Hi

If the new router is not required and you have purchased your own router, you can return the new one.

Karl.

[Gliwmaeden2]

Full details of Talktalk's returns policy  @slashspick

https://community.talktalk.co.uk/t5/Articles/Returning-your-TalkTalk-equipment/ta-p/2348381#:~:text=...

[Gliwmaeden2]

@slashspick, Talktalk also gives local recycling as an option, so as long as this is recorded by staff, you should be in the clear.

If you do decide to return the spare Talktalk router, keep a certificate of posting as the returns people have funny phases from time to time, not processing returns efficiently. 

It can be helpful to hang onto a spare router for diagnosing faults. That's up to you.

[slashspick]

Hi. I have received an email saying that I need to return the broken router or I'll get charged £50! I wasn't made aware of this at the time and so I took it to the recycling centre. I do however have the new one (unused) that you sent me as I had to buy one locally to use asap. Really sorry but I don't have the broken one to send back. What should I do? I don't want to be charged. Many thanks.

[Debbie-TalkTalk]

Hi slashspick

Thanks for your reply. I'm glad you've received it.

If you do experience any further issues then please let us know.

Thanks again.

Debbie

[slashspick]

Yes Debbie I received it but I had to buy one locally before it arrived as we needed the connection. Many thanks for your help.

[Debbie-TalkTalk]

Hi slashspick

Have you received the router?

[Debbie-TalkTalk]

Hi slashspick

We use the courier Yodel to deliver our routers.

Thanks

[Gliwmaeden2]

No staff on here before Monday at the earliest, @slashspick.

Your access to support over the weekend is by phone  / Chat:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

[slashspick]

Do you know what postal service is used for deliveries? Is it trackable because if it doesn't arrive today then it will not be delivered until Tuesday and I cannot accept that. Many thanks.

[Debbie-TalkTalk]

Hi slashspick

Yes they can be delivered on Saturdays. I had a replacement router myself not so long ago, mine was delivered on a Saturday.

Thanks

Debbie

[slashspick]

Many thanks. Do they get delivered on weekends? If not I'll have to go out and buy one.

[Debbie-TalkTalk]

Hi slashspick

The router is on its way, please allow 24-48hrs for this to arrive.

Please let us know how you get on.

Thanks

Debbie

[slashspick]

Thanks for the swift reply.

Yes, please can you send a new one. Can we get it delivered today or tomorrow (Saturday)? I'll pay for delivery if it's a problem. We really need a router asap. This is a disaster.

[Debbie-TalkTalk]

Hi slashspick

I'm really sorry to hear this.

The line tests are clear, would you like me to send a replacement router?