Problems Pairing new Broadband Booster with Router

[DKP#7]

Have been sent a Broadband Booster -Sagecom V2  FAST266 WiFi booster in the hope of improving network around the house.

Have followed the included instructions and spent hours trying and also had online chat for over an hour today but the device does not/will not pair with my router - HG635.

Am at my wits end. Any ideas?

[DKP#7]

Kanya,

Perhaps I've missed something but there doesn't appear any 'detailed steps' have been included.

David

[DKP#7]

Hi, Kanya

Do you really need a picture ?

I assure you the label on the back clearly shows F@st 266 UK V2

David

[kanya-TT]

Hey @DKP#7. I have gotten on how we can address this. I have been advised that we review our setting up of the booster. Below are detailed steps that we kindly ask you follow to setup and secure a stable paring.  But before we proceed can you take a picture of your booster we want to determine if it's the Wi-Fi booster V1 or V2 

Kanya

[kanya-TT]

Yes, that's correct @KeithFrench, however we still do have other boosters that have been working for other customers. 

Kanya

[DKP#7]

Thank you Keith for your intervention. Another issue, further confusion avoided?

David

[KeithFrench]

@kanya-TT @DKP#7 

TalkTalk do not sell a WiFi Booster that is compatible with the HG635, they used to do a WiFi extender via powerline adapters, but that has long since been discontinued.

[DKP#7]

That's fine Kanya. If the router's performance can be enhanced by a suitable, compatible device then I would understand there's no need for a new router. 

[kanya-TT]

I understand David.  And perhaps the mistake could have started from there because from a technical point of view if I am to add a booster I must do so with a compatible one you have there on your end for instance we do have other boosters that could have worked perfectly fine with your router. 

Kanya

[DKP#7]

The original reason for making contact with TalkTalk was the fact that I am having problems with the network signal strength around the house. I wondered if the Router might be the issue. So when I also received an email telling me support for my router was coming to an end I tghought I'd raise my concerns I was told it was fine so the next thing I pursued was asking about the availability of a means of increasing the signal. That was when I was told I could receive a booster device but needed to sign up to a new contract.

Hopefully you can understand why I'm now so disappointed with what has happened.

[kanya-TT]

A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 3 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

Kanya

[kanya-TT]

The router is relatively old, I do think this is happening because of that reason. However, I am not allowed to just send out a new router without proper checks being made. So, I will make an escalation for this and see what they feedback we can get most likely we will need to replace your router.

Kanya

[DKP#7]

Yes it's a Super Booster HG635

[kanya-TT]

I understand, I won't waste your time. Could tell me what type of router you have there. Kanya

[DKP#7]

Yes I am.

[DKP#7]

Hi, Kanya

I should let you know I spent nearly three hours going through things with a colleague of yours  before being sent the Bosster. I don't wish to waste yours or my time repeating things. Hope you'll understand.

[kanya-TT]

No worries. Are you currently at home, where the TalkTalk service is installed?

Kanya

[DKP#7]

Sorry for the delay. Now seen your response.

No, alls fine, no issues.

[kanya-TT]

Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

Kanya

[kanya-TT]

Hey there David. We are more than happy to proceed. 

Kanya

[DKP#7]

Hi, Kanya

I am able to spend a bit of time on this now if you are in a position to help.

David