Internet keeps disconnecting but the light on the router remains white.

[Butterfly17]

Hi, Internet keeps disconnecting but the light on the router remains white. I have to keep turning it off and on again to get it to work. Does the router need replacing? Thanks.

[Debbie-TalkTalk]

Hi @Butterfly17 

No problem, I've just asked them to arrange this now 🙂

[Butterfly17]

Yes please, if they could that would be great, thank you.

[Debbie-TalkTalk]

Hi @Butterfly17 

The team have asked me to check if you would like them to expedite the eero order so it arrives sooner? (before the upgrade date)

[Butterfly17]

I thought that may be the case, at least I only have a week to go, thank you for checking anyway.

[Debbie-TalkTalk]

Hi @Butterfly17 

Our warehouse team have confirmed that the order for the router was cancelled as an eero has now been ordered as part of your upgrade. The eero is due to be delivered for 28/01. I'm really sorry for the confusion.

[Debbie-TalkTalk]

Hi @Butterfly17 

I'm really sorry about this. The router has been ordered but I'm just checking this now with our warehouse team to find out why this has been delayed.

I will post back here as soon as I have further information.

Thanks

Debbie

[Butterfly17]

Hi, no it still hasn’t, I’m guessing there’s no tracking available? Further to this I am due to upgrade soon so there seems little point in sending now, I thought it would arrive within two days you see.  Also after Keith initially replied on here I phoned Talktalk and they refused to send a replacement so perhaps it has been blocked as my upgrade date is so soon? Thanks.

[Chris-TalkTalk]

Hi Butterfly17,

Have you received the router yet?

Chris

[Butterfly17]

Hi, no not yet, is there any tracking available at all? Thanks.

[Debbie-TalkTalk]

Hi @Butterfly17 

Have you received the replacement router?

[Debbie-TalkTalk]

Hi @Butterfly17 

No problem 🙂

Debbie

[Butterfly17]

I will do, thanks very much.

[Debbie-TalkTalk]

Hi @Butterfly17 

The router is on its way, please let us know how you get on.

Thanks

Debbie

[Butterfly17]

Yes please. Thanks very much.

[Chris-TalkTalk]

The router will usually arrive next working day or the day after, would you like me to arrange to send it?

Chris

[Butterfly17]

Hi, thanks, I would yes but I wonder how quickly it is likely to arrive? The reason I ask is, as it stands I will be upgrading with TalkTalk on 27th Jan so will receive a different router however I don't really want to put up with these connection drop outs until then if it can be avoided. Given how close I am to upgrading (should it go through successfully) i'm not sure what the best option is now really . Thank you.

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. I've run a test on the line now which is clear. Would you like us to send a replacement router for testing purposes to rule this out?

Thanks

Michelle

[KeithFrench]

No problem, they'll be in touch on Monday hopefully.

[Butterfly17]

Oh oops! Yes it is the FAST 5364. Thank you very much for this, much appreaciated. 

[KeithFrench]

Alas, that is just Sagemcom's post code in France, but no worries, I expect it is the FAST5364. I think that this is faulty & I have asked one of TalkTalk's support to pick your thread up and replace it for you.

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