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Wireless Wifi Hub loss of power

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4 REPLIES 4
WillC1
First Timer

I had recently had the Fast Fibre package and received the Sagemcom FAST 5364 router.  It worked decently for a few weeks before suddenly losing power and I was unable to switch it on.  I had contacted the LiveChat team and the responses ranged from testing connections on a powerless router to buying a new router.  I found that unhelpful and would have appreciated if they offered to repair the router/or power adapter or send over a replacement router.

KeithFrench
Community Star

I have asked one of TalkTalk's OCEs to pick your thread up and investigate it for you. I expect they will offer you a replacement.

The forum is not real-time 24/7 support, so depending on how busy they are & how many are working at any one time, this can take 24 - 48 hrs (excluding weekends & limited cover on Bank Holidays). Alternatively, you can call the call centre or use online chat. The posts are responded to in time/date order, oldest first. So the fewer entries you make on your thread now, the sooner they will pick it up.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please mark it as the Best Answer.
OCE's and Community Stars - Who are they? 

Community Team

Hi WillC1

 

I'm really sorry to hear this.

 

I can send you a replacement router, would you like me to arrange this?

 

Thanks

 

Debbie

WillC1
First Timer

Dear Debbie,

 

Thank you for the reply.  I would appreciate a replacement Wifi Hub router.  Is it free of charge?  My profile has been updated.

 

 

Community Team

Hi WillC1

 

The replacement router is on its way, there will be no charge for this.

 

Please allow 24-48hrs for this to arrive. Let us know how you get on.

 

Thanks

 

Debbie