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Poor WIFI Sagem router

skinnykins
Chat Champion
Message 14 of 14

My WIFI hub drops connection a bit too frequent for me. Does it need a firmware update or is it just faulty? I replaced cables and filters but it still happens.

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13 REPLIES 13

Message 1 of 14

Hi @skinnykins

 

Apologies the charge has been removed as agreed. 

 

You can see the updated amount in the transaction history in My Account. 

 

Sorry again. 

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Message 2 of 14

I was billed for the equipment unfortunately 1ttbill.PNG

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Message 3 of 14

Ok and thank you

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Message 4 of 14

Hi @skinnykins

 

If the charge is applied to your account post back here and I will clear it as its a mistake. 

 

Sorry for inconvenience caused

Message 5 of 14

Nothing in Junk mail at all 

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Gliwmaeden2
Community Star
Message 6 of 14

It's very annoying that they claim to have previously sent out the emails, @skinnykins. No sign of anything in junk mail?

 

Did you happen to keep a certificate of posting or a record of the tracking number?

 

There's a tendency for Talktalk to be tardy processing already delivered returned equipment which leads to these alarming emails being sent out. 

 

They have performed badly with this most of the year.

 

Most staff will not be back on here before Friday. 

 

I'll re-escalate this thread for their attention. 

Gliwmaeden2, a fellow customer.
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skinnykins
Chat Champion
Message 7 of 14

I sent back your equipment at the start of December and the only emails I have from you were billing ones. 

skinnykins_0-1640818915964.png

 

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Message 8 of 14

Hi skinnykins

 

The replacement router is on its way, please allow 24-48hrs for this to arrive.

 

Let us know how the connection compares with this router.

 

Thanks

 

Debbie

Gliwmaeden2
Community Star
Message 9 of 14

Staff are away now till Monday, @skinnykins. I'll re-escalate this thread  - please look out for replies from staff early in the week. 

Gliwmaeden2, a fellow customer.

Message 10 of 14
The light remains white while all wired and wifi devices lose connection 
 
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Message 11 of 14

Yes, please send out another router. Thank you

Debbie-TalkTalk
Support Team
Message 12 of 14

Hi skinnykins

 

I'm sorry to hear this.

 

I've completed a line test which hasn't detected any faults, would you like me to send a different router for testing to see how the connection compares?

 

Thanks

 

Debbie

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Skynet_TX
Community Star
Message 13 of 14

Hi @skinnykins,

 

Do you know if the problem is with the router losing its connection to the internet (in which case the white LED will go out and then flash amber / white), or is it that you are losing Wi-Fi connection between your device(s) and your router (in which case the LED will remain solid white).

 

Do you have any ‘wired’ devices, do they also lose connection ?

 

The TalkTalk staff on this community will be able to help, they will hopefully be able to respond to this post tomorrow.

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