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keep getting sent faulty broadband routers

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22 REPLIES 22
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broadband95838
Popular Poster

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 

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Community Team

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

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broadband95838
Popular Poster

ive updated all my details now

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Community Team

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

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broadband95838
Popular Poster
Hi yes connection still drops when wired
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broadband95838
Popular Poster
Hi just cut out again right now
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Community Team

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

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broadband95838
Popular Poster

OK no problem 

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Community Team

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

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broadband95838
Popular Poster
quick update
ive been disconnected 5 times since your reply
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Windsor1024
First Timer

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.

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broadband95838
Popular Poster

update 2:

 

internet still disconnecting 

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broadband95838
Popular Poster
am i going the get this resolved please
otherwise ill have to move to EE cause my contract ends soon
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ferguson
Community Star

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

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Community Team

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. 

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broadband95838
Popular Poster
maybe cause its been a week and i havnt got a reply
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Community Team

Hi broadband95838,

 

Apologies. Have you ever tested with a HG633 router?

 

Thanks

 

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broadband95838
Popular Poster

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

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Community Team

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

 

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broadband95838
Popular Poster

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