Wifi drops out

[Dodger272]

Hello, I reported my wifi dropping out and an open reach engineer tested my line etc yesterday. He told me the cabling and line were fine and it looks like a problem with your router.  He said he would report this with his job notes. I then received an email from talk talk saying an engineer had fixed my issue, and any questions post on this community.  I loose connection even when the router lights are on.  The open reach engineer and myself think I need a new router.  Please advise.

[Debbie-TalkTalk]

Hi @Dodger272 

That's great, thanks for letting me know 🙂

Debbie

[Dodger272]

Hi Debbie, 

All set up and been working fine all week. I've been meaning to let you know, but life gets in the way doesn't it. Thanks again for all your help.

Warwick. 

[Debbie-TalkTalk]

Hi @Demetrius1 

Please can you create a new topic on the Community, we can then take a look at this for you.

Thanks

Debbie

[Debbie-TalkTalk]

Hi @Dodger272 

Thanks for your reply.

I'm glad to hear that the router has arrived. If you do experience any further issues then please let us know.

Debbie

[Gliwmaeden2]

You must start your own thread, @Demetrius1.

For most issues, ex Shell customers are being directed to the Shell Migration team for support, so please ask for that department on live Chat after 9am, Sunday. 

If you still need support via the forum, return to the message board and click on start a topic to begin your thread. 

[Demetrius1]

My issues seem identical to yours, I've had the chats and re-setting of my router to factory settings twice already and the issue still persists. Maybe it's because I migrated from Shell recently. How do I go about requesting a replacement router?

Thanks

[Dodger272]

Hi Debbie,

Sorry for the late reply, it's been a busy busy week, and I don't see notifications of these chats unless I'm looking back to sort out emails.... any way, yes I have received a new router (thank you very much for arranging that). It came Friday and I haven't had chance to set it up yet, it is on my list of jobs to do tomorrow.  

[Debbie-TalkTalk]

Hi @Dodger272 

Do you still need help with this?

[Debbie-TalkTalk]

Morning @Dodger272 

Have you received the replacement router?

[Debbie-TalkTalk]

Hi @Dodger272 

No problem 🙂

Please let us know how you get on.

Thanks

Debbie

[Dodger272]

Thank you Debbie.

[Debbie-TalkTalk]

Hi @Dodger272 

Thanks for updating your Community Profile.

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

Let us know how you get on.

Debbie

[Divsec]

Hi @Dodger272 no need to do anything now till Chris returns to work Monday😀 thanks for letting us know.

[Dodger272]

Hi Chris,

I think I have now updated my community profile. 

[Dodger272]

I think I have now updated my community profile.

[Divsec]

Hi @Dodger272 your post has been escalated and you should hear soon.  In the meantime please check your community profile and add your landline number and/or account number so your account can be identified. Please don't post personal information here

[Chris-TalkTalk]

Hi Dodger272,

Can you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris