Replacement router for fibre 65

[dchl2]

I am currently on the fibre 65 plan and my Internet speed isn't very good from my router. I did an online test and it said my internet speed was good, but the speed to my devices is getting worse and worse, and cuts out frequently meaning I have to constantly keep restarting my router.

I have tried changing channels that my wifi signal is on but to no avail I keep experiencing the same problem. I have also tried using the master test socket and also my landline phone is working as normal.

The router I use currently is very old and I never received a new one when upgrading to the fibre 65 plan. I'm certain that the problem is the router.
 
Is there any way for me to get a replacement router?

[Debbie-TalkTalk]

Hi dchl2

I'm so glad to hear that this has been resolved. Thanks for letting us know 🙂

Debbie

[dchl2]

Hi Debbie,

The engineer came today and now the problem seems to have been resolved 🙂

Apparently one of the ports in the fibre cabinet had crashed/stopped working.

Thanks for all your swift responses and help, I really appreciate it.

[Debbie-TalkTalk]

Hi dchl2

Ahh you're welcome 🙂

Please let us know how you get on.

Thanks

Debbie

[dchl2]

Hi, that time is perfect for me thank you very much for the help.

I will let you know how I get on tomorrow.

[Debbie-TalkTalk]

Hi dchl2

Thanks for confirming your details.

I have arranged the engineer visit for tomorrow 26/03 AM (8am- 1pm)

Please let us know how you get on following this visit.

Thanks

Debbie

[Debbie-TalkTalk]

Hi dchl2

I'm just sending you a Private Message to confirm some details so we can arrange this visit.

Thanks

Debbie

[dchl2]

Yes, thanks.

[Debbie-TalkTalk]

Hi dchl2

Thanks for your reply.

If you are experiencing this fault with 2 different routers, cables and filters at the test socket then the next step will be an Openreach engineer visit.

Would you like me to arrange this visit?

Thanks

[dchl2]

Yes, I am using the new cables provided with the new router as well as the new microfilter.

I don't have anything connected to the WAN port on the new router.

[Debbie-TalkTalk]

Hi dchl2

Did you use the new cables?

The line test is clear. Do you have anything connected to the WAN port at the back of the router?

[dchl2]

Hi Debbie,

I've received the new Sagemcom router but now its stuck on a flashing amber light. I've tried using the test socket, changing the cables and using a new microfilter yet nothing seems to have worked. Using the old router also results in it being stuck on the flashing amber light.

My landline works and the ring tone is fine so I can't seem to figure out what the problem is.

[Debbie-TalkTalk]

Hi dchl2

You should receive a text message from the courier.

Thanks

Debbie

[Skynet_TX]

You should get an email or text from the courier with tracking details on the day they are going to deliver the replacement router

[dchl2]

Hi, is there any way for me to track my order? I saw a pending order notification on my account dashboard earlier and it seems to have gone.

[Debbie-TalkTalk]

Hi dchl2

I'm sorry to hear this.

I have ordered you a replacement router, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[Skynet_TX]

Hi @dchl2,

The TalkTalk Support Team on this community will be able to help, they will hopefully be able to respond to this post tomorrow. If they think that your router might be at fault they would be able to arrange a replacement for you.