Router not work and no wifi help!

[Slick88]

So frustrating with the TT system. Not sure if anyone can help! It all started on Monday (6th) when the wifi signal packed in and my router started blinking orange!  I consider myself tech savy so I checked the connections and cables, all fine.  Re-setted my router and restarted after a fews hours but still no wifi. I logged a fault using the TT website on the day.  To my surprise, I got a TT email the next day requesting me to call TT Technical so I called whilst in the office but they said I have to be home!  So on Thursday (9th) I decided to WFH hoping to resolve the issue and be back in the office by later morning..... How wrong was I in making this silly assumption!

I called at 9am on the dot, got thru to a nice lady and she started her trouble shooting questions and after nearly an hours, it was obvious it was the router (still blinking orange) and not the fibre line into the house as I could get on the web via a RJ45 cable connected to my laptop (by-passing the router). Then the line got cut off.  So I called again, got connected to a nice man who again had to go through the same trouble shooting routine and won't believe me it was the router!  I tried to speak plain English, - "the fibre conectrion was fine, I've got a faulty router, please replace it.  My kids can't do their homework and need it fixed ASAP." 

Anyway. having gone thru the same trouble shooting exercise, he said he can order a new router but I will have to pay for it.  I said "Erh? - why do I need to pay for it? Your router is broken?"  Having refused to pay for a new one, he now requested an City-Fibre engineer to call and make an appointment to visit.  So after over two hours on the phone, that was the final answer!  Today is Saturday (11th) and still no call from the Engineer.....so frustrating.....

I called back to TT Technical and they will chase up for me but they don't have a number for me to call direct.....Surely there must be a more effecient way in dealing with these sort of issues! I'm now paying for a serivce I'm not getting! By the way, I'm typing this post using my laptop connected to the Fibre box via the RJ45 cable by-passing the 'fauly' router!

[Debbie-TalkTalk]

Hi Slick88

Thank you 🙂

Debbie

[Slick88]

Hi Debbie

Thank you. I shall keep you posted and update this post when I have received my replacement router.

[Debbie-TalkTalk]

Hi Slick88

Sorry for the delay.

I've requested that a replacement router is sent, please allow 48hrs for this to arrive.

Please let us know how you get on.

Thanks

Debbie

[Slick88]

Thanks Gliwmaeden2. The TT staff didn't mention about a charge for an engineer visit! I have filled out my profile so hopefully a replacement router can be sent. 

[Gliwmaeden2]

You have to agree to potential charges when engineers are sent out.

Better to try the alternative router first to eliminate an unnecessary call out.

[Gliwmaeden2]

Staff are not on here at weekends, @Slick88, but it is worth waiting for them to pick this up.

If they can send you a router for testing purposes, to show that the fault is with the old router, it comes with no charge, but you must send back the faulty router.

There's a returns bag with prepaid label included with the new router.

However you must complete your community forum profile details for TT staff to identify your account. 

Go via your avatar/name; settings; add your landline phone number / Talktalk account number in Personal Information. SAVE CHANGES.