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Faulty router

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13 REPLIES 13
lordcox
Team Player

Hi

Over the past few weeks my router (Huawei super router) has been rebooting itself repeatedly and my YouView box started saying I'm not connected to the internet even though I am.

 

Since the last reboot the router just stays on a red light and does absolutely nothing else. I've had to start using my old Sky router which does not support Talk talk TV.

 

How do I get a new one? I've tried contacting customer service but they're pretty useless and keep blaming my computer!

 

Thanks in advance for your help.

Paul 

Community Team

Hi Paul

 

I'm really sorry to hear this.

 

The replacement router is on its way, please allow 24-48hrs for this to arrive.

 

Let us know how the connection compares with this router.

 

Thanks

 

Debbie

lordcox
Team Player
Thanks Debbie.
New router received and is working perfectly. Old router has been returned as requested.
Community Team
lordcox
Team Player

Hi @OCE_Debbie @OCE_Karl 

I was sent a replacement router but the new one has started constantly rebooting and dropping WiFi the same as the previous one. Iis it not possible to have it replaced with the newer hub as I can't keep going on with dodgy routers, it's very annoying.

 

Many thanks,

Paul

Community Team

Hi Paul

 

Apologies for this.

 

We can only send a replacement HG633 or DSL3782 router for testing via the Community. Our Customer Service Team can discuss sending a WiFi Hub.

 

Have you tested with both the HG633 and DSL3782 routers?

 

Thanks

 

Debbie

lordcox
Team Player

Hi @OCE_Debbie 

I've only ever been sent the HG633.

Community Team

Hi Paul

 

Thanks for your reply.

 

Would you like me to send a DSL3782 router for testing?

 

Debbie

lordcox
Team Player

Yes please @OCE_Debbie .

Community Team

Hi Paul

 

The DSL3782 router is on its way, please allow 24-48hrs for this to arrive.

 

Let us know how the connection compares with this router.

 

Thanks

 

Debbie

lordcox
Team Player

Thanks @OCE_Debbie , I'll certainly let you know how I get in with it. 

Community Team
DebzDeax
First Timer

Hi there , 

 

i collected my router yesterday and have set it up and today there is no power and not working 

 

debbie 

Community Team

Hi debbie,

 

I'm sorry to hear this. I've just posted on your thread.

 

Thanks