TalkTalk router faulty

[Georgie35]

 

Hi, I’m writing in behalf of my aunt. We believe we’ve still got an issue with her router.

The router has been losing connection, its light flashing blue/orange for a minute then it reconnects. Sometimes it flashes orange for quite a while and sometimes shows no light at all. This was happening multiple times per day, and became more frequent during the last few weeks.

An engineer from TalkTalk visited recently and said there was a fault on the line outside of the property. TalkTalk then charged my aunt £75 for that visit which is completely unfair as they promised they wouldn’t (see screenshot).
Things seemed to work fine for a while with a steady blue light on the router, but now it’s started to happen again.

The intermittent WiFi connection is the likely cause of my aunt’s phone putting out multiple copies of texts. (8-9 copies sometimes.) This is quite irritating for her friends and relations. With the router switched off texting works normally.

I’ve already tried turning the router off for more than 30 mins and done another factory reset with no change.

I’m now almost certain that the router is faulty. Is it possible to get a replacement sent? Also that £75 should be refunded for the engineer’s visit as there were no faults on any of her devices.

For info:

Date first reported

11/10/2024

Case Reference

REP-14856121

[Michelle-TalkTalk]

Hi Georgie,

How are you getting on?

Thanks

Michelle

[Debbie-TalkTalk]

Hi @Georgie35 

I'm so glad to hear this.

The replacement router is on its way and you should receive this within the next 24-48hrs.

Thanks

Debbie

[Georgie35]

Thanks for the advice Gliwmaeden2

[Gliwmaeden2]

Staff will be back on here after the weekend, @Georgie35.

There's usually an update by email about the progress of a delivery once equipment is in transit.

If this wasn't picked up before closing time today, as staff have been busy, it will be on its way after Monday....so hopefully reaching her in the middle of next week?

Glad to hear that the £75 was sorted!

[Georgie35]

Hi Debbie. We’ve spoken to the Billing Team and they’ve refunded the money for the engineer visit.  We just need the replacement router now. Can you tell us if it’s being sent?

[Georgie35]

Thank you Debbie. I’ve added my aunt’s name and TalkTalk number to the Private section. I’m seeing her again on Monday when we can connect to chat about the refund. If you could send the router in the meantime we would appreciate it.

[Debbie-TalkTalk]

Hi @Georgie35 

I'm really sorry to hear this.

I can send a replacement router for your aunt. Please can you add your aunts name and TalkTalk landline number to the Private Notes section of your Community Profile.

In regards to the engineer charge, would it be possible for your aunt to contact our Billing Team using Live Chat?