I have been a customer of talk talks for a few years now. Firstly being on one of the lesser packages and then upgrading to the fiber 250 package last year. Since being a customer I have had a very patchy service experiencing multiple drops and periods of very low speed. This continued once I upgraded and I have raised these issues on four separate occasions over the years which has resulted in numerous engineer visits and many, many hours wasted on the phone with talk talk trying to get to the bottom of the problem, to no avail. I recently experienced a terrible period of service over a few days which prompted me to try to get my issue finally rectified. I went through the usual process and an engineer was tasked and did visit. This engineer stated that my current router the WiFi hub was now old and talk talk have just brought a new router out which when installed will remedy the fault. My router has always been the type which also required the open reach modem to run. The engineer said because I am now on the fiber 250 the old style of router can not handle the quicker speeds hence why you need the new style of router and told me the new router does not need the modem to run . Unfortunately the engineer did not have any in his van so told me he would report this issue his end and told me to contact talktalk to prompt them to arrange delivery. I subsequently gave talk talk a few days and then contacted them and much to my annoyance the engineer had lied according to talk talk and said there was no mention of me needing a new router at all and he had written that he could not find a fault and everything was fine. The call handler was very reluctant to assist and made me, yet again, jump through all the usual tedious hoops before finally passing me through to the hardware team, which she only did because I had given up at this point and asked to be put through to someone who could advise me on how to cancel my contract.
Once put through the next rep quickly agreed to send out the new style of router so I agreed to this and try it when it arrived.
Unfortunately I took delivery of the router but it was the same old style so now I'm at a complete loss.
So I just wondered if anyone in the community, has had a similar experience and also does anyone know if talk talk has even brought out a new style of router that doesn't need the openreach modem. If so is it identical to the old style in appearance? I have checked the label on the back of both routers and they both appear to be identical (same serial, model etc). I know I should phone talktalk again but I don't think I can take the stress again hence me trying my luck on here first. Anybody please help!
