keep getting sent faulty broadband routers

[broadband95838]

Hi 

Ive had a problem with my broadband speeds and the open reach engineer confirmed my router was faulty. 

Therefore TalkTalk sent me out a router as a replacement. Since the new router the speeds were fine buy every 5 minutes the internet cuts off. TalkTalk sent me another router but the same thing happens. 

Talktalk on the phone have been useless and keep just sending out these faulty routers to me.

I then tried my friends router and connected it to my wires and theres no cut outs, as the same for the original router i had. 

Its like TalkTalk are sending me faulty refurb routers which is frustrating. 

Is there anyway i can have an actual router that works with no issues! 

thanks 

[OCE_Debbie]

Hi broadband95838

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

Debbie

[broadband95838]

ive updated all my details now

[OCE_Debbie]

Hi broadband95838

Thanks for updating your Community Profile.

I've completed a line test which hasn't detected any faults. Is the connection also dropping when connected wired?

I have also updated your router firmware version.

Thanks

Debbie

[broadband95838]

Hi yes connection still drops when wired

[broadband95838]

Hi just cut out again right now

[OCE_Debbie]

Hi broadband95838

Thanks for your reply.

Please can you monitor the connection today after the firmware update? We can then check the connection stats again tomorrow to see if we can see any re connections on the line.

Thanks

Debbie

[broadband95838]

OK no problem 

[OCE_Debbie]

Hi broadband95838

Thank you. If you do experience any drops in connection please can you make a note of the time and let us know on this thread.

Debbie

[broadband95838]

quick update
ive been disconnected 5 times since your reply

[Windsor1024]

I have exactly the same issue in respect of being sent faulty Sagecom routers. I am now on the third router that has failed. I have 40 mb measured by engineer going in to the router but only 6mb output either wifi or hardwired.

All customer services want to do is run through a standard script without understanding the actual issue.

I am now left with either cancelling the contract or buying my own router.

The entire situation is a complete farce.

[broadband95838]

update 2:

internet still disconnecting 

[broadband95838]

am i going the get this resolved please
otherwise ill have to move to EE cause my contract ends soon

[ferguson]

Just wait until the OCE reply again, repeat posting just bumps you to the back of the queue.

[OCE_Karl]

Hi broadband95838

As ferguson advises, each time you post on the thread it pushes it to the back of the queue.

We work oldest posts first.

Have all the routers you have tested been the wifi Hub ?

Have you ever had a Huawei router from us to test ?

Thanks

Karl. 

[broadband95838]

maybe cause its been a week and i havnt got a reply

[OCE_Michelle]

Hi broadband95838,

Apologies. Have you ever tested with a HG633 router?

Thanks

[broadband95838]

hi 

as im with fibre i use the sagemcom fast 5364 routers

but its just weird how my friends sagemcom fast 5364 he let me borrow had no issues and with my router im getting disconnected all the time

[OCE_Michelle]

Hi broadband95838,

Thanks, do you want us to send a HG633 router in the meantime while we are trying to get to the bottom of this? Do you know what version of firmware is currently on your friends wifi hub?

Thanks

[broadband95838]

hi there

i just bought a new talktalk 5364 router from amazon and it arrived today 

so will give update if this sorts the issue

thanks