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!

[Slick88]

Hi Debbie

Returned my old router via the return bag on Tuesday.  However, I got another TT return bag posted to me today!

I shall ignore!

Regards

Slick88

[Debbie-TalkTalk]

Hi Slick88

That's great 🙂

Thanks

Debbie

[Slick88]

Hi Debbie, 

Yes, the bag arrived yesterday - thanks.

Regards

Slick88

[Debbie-TalkTalk]

Hi Slick88

Have you received the returns bag?

[Debbie-TalkTalk]

Hi Slick88

That's great news 🙂

I have asked our Warehouse Team to send you a returns bag, please allow 48hrs for this to arrive.

Thanks

Debbie

[Slick88]

Hi Debbie

Also, I have not received the router return bag - has it been sent?

Regards 

[Slick88]

Hi Debbie

All good at the moment. No complaints from kids!

Thank you! 

[Debbie-TalkTalk]

Hi Slick88

How's the connection been since your last post?

Thanks

Debbie

[Karl-TalkTalk]

You're Welcome 🙂

Regards 

Karl 

[Slick88]

Thanks Karl

I'll keep you posted in a couple of days time!

Regards 

Slick88 

[Karl-TalkTalk]

Hi

I've turned off Optimisation for your router now, see if this helps over the next day or two.

Karl.

[Slick88]

Hi Karl

I have done a reset to the router and hopefully you should see it now.

Regards

Slick88 

[Karl-TalkTalk]

Hi

I'm not seeing the router in our database to turn off optimisation.

Can you try a pin reset of the router - hold a pin or paperclip in the reset hole at the back for 10 seconds and this will fully reset the router. 

this should then register in our system.

Karl

[Slick88]

Hi Debbie, 

Yes the router is on. From what I have read from other posts, it could be because wifi optimisation is on? can that be turn off? Not sure if that is true, just speculating....

Regards

Slick88

[Debbie-TalkTalk]

Hi Slick88

I'm sorry to hear this.

Is the router currently switched off?

[Slick88]

Hi Debbie

Not sure if I should start a new chat on this. I had the new replacement router for a day now and my kids (at home yesterday because of teachers strikes) said their wifi signal keeps dropping and slow at times.  So I done a quick wifi speed test and only getting about 35mbps download speed and 40-50mbps upload speed. This never happened on my old router. Is there some settings I can adjust on my router? like channel settings? 

[Debbie-TalkTalk]

Hi Slick88

I'm so glad to hear that this is now working ok with the new router.

Apologies you didn't receive a returns bag, I have ordered this now, please allow 48hrs for this to arrive.

Thanks

Debbie

[Slick88]

Hi Ferguson

There was no return bag in the box.  Please advise the support team to send one - thanks. 

Regards

Slick88

[ferguson]

Check and see if there is a returns bag in the box with the new router. If not, let us know and the support team will arrange for one to be sent to you. 

[Slick88]

Hi Debbie, 

Got my replacement router today and all is working now! Just need some guidance on how to return the faulty one back to TT.  Thank you so much for helping and resolving my issue. 

Regards