Faulty Routers

[andrewcg]

I've been without internet access for over two weeks now.

The router flashes the orange light fast then flashes the orange light slow but never connects. It just keeps repeating this. I've had 2 "new" routers sent but they do exactly the same thing. Reseting the router does nothing. It's like they're stuck in a constant boot loop. The ethernet light on the wall box comes on when it's flashing fast but goes off when flashing slow.

Two seperate engineer visits can find no problem with the line and plugging my laptop into the wall box directly also shows there's a connection, but obviously I can't do anything with it without a working router. The ethernet light stays on constantly when I have it connected to my laptop so it's not a problem with my line, it's clearly a problem with the routers.

I've tried using the online help chat 4 times and every time it's taken 2 hours+ because they keep asking the same questions when nothing has changed on my end, and there doesn't seem to be a fast track option just to get a new router sent that might actually work.

I need a router that will actually work or for my contract to be terminated so I can go with a company who can provide the service I'm paying for.

[Karl-TalkTalk]

Hi

I'm glad to hear you have got to the bottom of this.

Karl.

[andrewcg]

The lady I was speaking to today said it might have been a dodgy plug. When I got home I found a different plug for another device that fits and has the same power rating, and it works.

So all this time it was just some a couple of dodgy plugs. I don't know whether to laugh or cry. It's been 3 weeks...

[Chris-TalkTalk]

That's great, thanks for letting me know

Chris

[andrewcg]

Yes, they have.

Thank you.

[Chris-TalkTalk]

Hi Andrew,

Has anyone contacted you today?

Chris

[andrewcg]

Still waiting on someone to reach out to me.

[Karl-TalkTalk]

Hi

I've confirmed that, and also included your comments from the first post.  They will try to contact you again.

Karl.

[andrewcg]

Apologies, I was at work.

Everything is on and connected with the supplied cables.

[Karl-TalkTalk]

Hi

Our teams tried to give you a call but got no answer, so will try again.

They have asked to confirm the following : 

1) The Router is connected to the ONT using the supplied Ethernet cable.

2) Router and ONT are connected to the correct power supply and turned on.

Thanks  

Karl. 

[Karl-TalkTalk]

Hi

i've emailed the team to chase.

Thanks  

Karl. 

[andrewcg]

Is there any update on this? I've had no communication about anything trying to be fixed and nothing has changed on my end.

3 weeks I've been paying for a service I'm not getting and I can't cancel without having to pay a fee.

I've had to sign up for a mobile broadband service just to keep my home connected during this time.

I've completed a monitoring form to ofcom and have logs of all chats with customer service for when I need to take this to CISAS.

I just want it sorted.

[Karl-TalkTalk]

Hi

I don't think this is a router issue, bit something to do with authentication.  

I've passed this to our network team to take a look.

Thanks  

Karl. 

[andrewcg]

Hi.

Done that. Still no change.

The engineer today suggested an Eero 6 router as he's not come across any problems with those but is finding the normal one is constantly failing and causing problems for customers.

[Karl-TalkTalk]

Hi

I've made a change to the profile, can you power off the router and ONT for 30 minutes, then power on and retest.

Thanks  

Karl. 

[KeithFrench]

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.