Old router?

[Vickytom]

Hi all,

I have been a customer of talktalks for many years. My current router is the HG633 model.

I've had issues with speed and connectivity for about 2 years but each time I speak to someone they sa there's no issue. 

I thought it may have been the house I lived in but have since moved 15 mins away and still have issues, and they connectivity is somewhat worse!

We often use 4g as we find is quicker than the Internet provided buy talktalk.

Do you think the old router is the problem? I've asked advisers when I've rung if they would replace it and I was told no.

Any advice greatly appreciated 

[Michelle-TalkTalk]

Good morning,

How are you getting on?

Thanks

Michelle

[Chris-TalkTalk]

Router order seems to be going through OK. It will hopefully be dispatched today in which case you should receive it tomorrow or Monday

Chris

[Chris-TalkTalk]

I'm sorry, it doesn't look as though the router has been dispatched yet so I've re-ordered one. I'll check again later to make sure that the order is progressing

Chris

[Vickytom]

Hi Chris,

Will I receive any email confirmation to say the new router is on the way?

Thank you

[Chris-TalkTalk]

I'll order it now, it should be with you within a couple of days

Chris

[Vickytom]

Hi Chris,

That would be great. Thank you very much. How would it take to get here please?

[Chris-TalkTalk]

We can send another router to  test with, would you like us to arrange this?

Chris

[Vickytom]

Is there a way I can increase the speed to my devices without me paying for an engineer please?

[Vickytom]

 this is what we get at the moment. 

[Chris-TalkTalk]

The charges would only apply in the circumstances outlined in the help article. If you do change your mind just let us know

Chris

[Vickytom]

Thank you for getting back to me quickly.

I'm unable to afford the charges sorry. I'll have to leave it as it is and just use the Internet in 2 rooms downstairs. 

[Chris-TalkTalk]

Potential engineer charges are explained here - Engineers charges

We can usually get an appointment next working day or the working day after. Could you provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

Thanks

Chris

[Vickytom]

Thank you Chris

Would it cost me anything for the engineer and how long would it be before they come out?

[Chris-TalkTalk]

OK thanks. To investigate further we'll need to arrange an engineer visit. If you'd like us to do this please let us know and we'll confirm some details with you

Chris

[Vickytom]

We only have one and I think it's in the test line now

[Chris-TalkTalk]

OK thanks. How many telephone sockets do you have? Is your router currently connected to your test socket - Your guide to main phone sockets - TalkTalk Help & Support

Chris

[Vickytom]

Hi Chris,

Don't think we have noise on the line at the moment. The biggest issue is the lack of signal and slow speeds 

Thank you

[Chris-TalkTalk]

Hi Vickytom,

Line  test is passing and router is in sync at 65Mbps, however line test does show some disconnections. Are you experiencing any problems with your telephone service, any noise on the line?

Chris

[Vickytom]

I also had the wrong make router. We have a dsl 3782

[Vickytom]

Forgot to mention that I have fibre 65