Router Wi-fi has suddenly stopped working

[Tipman60]

Router briefly lost connection night before last and when it connected again I realised the wifi wasn't working 

Logged into the router hub settings and saw that the wifi had been disabled and I could not enable it even after doing two factory resets None of my devices can find the wifi connection 

Had an online chat for half an hour last night went through the usual script  but got nowhere the agent more concerned about internet connection rather than the wifi issue (internet is fine) .

Spent an hour and half on the phone this morning going over the same issues and script before finally managing to get the agent to order a new router at my expense (because I'm out of contract) but I'm slightly concerned that I've had no e-mail response regarding the purchase or indeed giving any feedback for the agent dealing with this 

Would be grateful if someone in authority could confirm the router purchase please

This is my first time commenting on the Community after being with TalkTalk since the early days of Tiscali circa 2004 

Just to reiterate router wifi is dead 

[Debbie-TalkTalk]

Hi @Tipman60 

Apologies for this.

Our warehouse team are aware of this issue and a new returns bags/label will be sent out to you.

Thanks

[Gliwmaeden2]

It's one of a batch of faulty codes, @Tipman60, so a new one will be sent out to you.

[Tipman60]

Evening all just after some more advice

Bagged up the faulty router and attached the provided address label and took it to the post office this afternoon

Was advised to ask for a proof of posting but the post office staff said the barcode/qr codes weren't scanning properly (was told apparently had happened to another customer recently too) 

Just wondering on what to do next post as is with no proof of posting or request alternative address details TIA 

[Michelle-TalkTalk]

Good morning,

I'm really glad to hear this and thanks for letting us know 🙂

Michelle

[Tipman60]

Just to mention new router arrived this evening set it up and seems to be working fine 👍 Thanks again for the quick and thoughtful responses 

[Karl-TalkTalk]

No Problem 🙂

Karl 

[Tipman60]

Thanks once again Karl appreciate all the help given here (wish I came here in the first instance now I might have saved on the stress levels) ✔️

[Karl-TalkTalk]

Hi @Tipman60 

Good news , badnews situation.  Bad news, the cancellation request did not stop the order, the router was dispatched and this will apply a charge to your account.

Good news bit, I've added a credit to cover the charge, so the router is essentially free of charge for you.

Regards,

Karl. 

[Karl-TalkTalk]

You're Welcome 🙂

Regards 

Karl 

[Tipman60]

Many thanks Karl what a brilliant response and also the power of the Community spirit 👍💪

[Karl-TalkTalk]

Hi

I can see a router order placed earlier today.

I'm going to cancel this and send you out a router for no charge.  You should not be charged for replacing a faulty router, that is very poor service.

Thanks  

Karl.