Replacement Router request

[Pablo444]

I'm currently experiencing major issues with my TalkTalk Router over the past week. The main issue is that the internet connection keeps randomly dropping off completely and the only way to resolves this is by turning off the router and restarting it despite a white light on display. The main problem with this is that I have had to do this on average six times a day for the past week, this is a major problem as my household is very much internet reliant for study and work purposes. 

I have contacted agents on the chat bot help line who have since ran line tests and diagnostics and have found no immediate issues with the line or connection to my house. I have also looked at similar cases on this community forum and one of the suggestions was to reset the router to factory settings, I did this yesterday and I am still experiencing the same issues. 

I have also read multiple community posts where the solution appears to be a new replacement router sent to them.

As I have the same issues, would I be able to receive a new router as my current one is clearly faulty? Many thanks. 

[Chris-TalkTalk]

That's great news Pablo444. Yes you could try changing the DNS servers back to TalkTalk's. If you do please let us know how you get on

Chris

[Pablo444]

Hi Chris, 

Its been over 48 hours since I received the new router and apart from a couple of times in the first few hours the internet hasn't gone down once. I also changed my DNS settings to the google number, which is something TalkTalk have been recommending and this has clearly had a positive effect. 

I'm just wondering if I should change the DNS number back to what it was (Some of my devices have homesafe on them) as the issue has been solved and you gave an update saying this at 9 am this morning? 

Thanks, P.

[Chris-TalkTalk]

No problem, thanks 🙂

Chris

[Pablo444]

Hi Chris, 

Thank you very much for this and I will use the new cables with the new Router. I'll give you an update on the situation when I receive the new Router. 

Many thanks, P. 

[Chris-TalkTalk]

OK. I'll order a replacement router, can you please use the cables supplied with the new router too

Thanks

Chris

[Pablo444]

Hi Chris,

Thank you for the response. Yes my router is connected to the test socket.

The problem is that despite the router having a white light on display and the line test passing, the internet connection drops off completely and the only to resolve this is by constantly restarting the router. 

[Chris-TalkTalk]

Hi Pablo444,

Line test is passing, Is your router currently connected to the test socket?

Chris