Replacement Router

[SFowler]

Hi.

Is it possible to get a replacement router?

My current router is 'acting up'. Resulting in an interrupted service. I am due to renew my contract soon and want to make sure I am getting the best possible connection.

Thankyou.

Stephen Fowler

[sabelo-TT]

Well, I have double checked on my end and indeed the router you are currently using you have received back in 2019. However, I can confirm that I also found an issue which is currently affecting your line from your local exchange all the way to your home and in process to resolving this. 

@SFowler, I'll need you to take some pictures of minor items in your home. To keep your privacy safe, I'll send you a private message for this. Once you've shared the images, we can continue our conversation here publicly. 🙂 

[SFowler]

Nothing. No building work or wiring damage/changes.

The router is never turned off (security cameras etc.).

Looking at my previous posts is looks like I have had this router since 2017.

Thanks.

[sabelo-TT]

No stress @SFowler 

Just to double check on a few things on your end, for example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home? 

Also, do you regularly turn your broadband router off? For example, do you switch your router off at night and have there been any recent changes in your home that could have impacted your service? For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home? 🙂 

[SFowler]

Thankyou.

[sabelo-TT]

With this being said, I would like to confirm something with you @SFowler 

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.

Thanks. 

[sabelo-TT]

I understand and thank you for confirming with feedback. 

What I will do on my end is to further check on your line and should everything be fine, I will therefore consider the router option. Sounds fine @SFowler? 🙂

[SFowler]

Thanks for the reply.

Everything has been fine since I last had a replacement router many years ago. Recently I have been experiencing the internet connection being lost and the only option has been to reset the router. When this happens the router appears to be working (the correct light is on) but I am unable to connect with any device. This has been happening multiple times a day.

I have gone through all the diagnostic tests and everything appears fine.

[sabelo-TT]

Good morning to you @SFowler, 

Thank you for reaching out! I’m really sorry to hear you’re having trouble with your broadband services. When you mentioned that the 'router is acting up,' it usually means that there might be some hiccups with the connection to your internet line. This can cause your router to be a bit unstable, leading to interruptions in your service. If you could share a bit more about what you’re experiencing, I’d be happy to help you troubleshoot and get everything back on track. 

Thanks.