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FIbre Support

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Replacement Router Required

MarkJQuin
Chatterbox
Private Message TalkTalk
Message 23 of 23

Hi Talk Talk, how do I go about obtaining a replacement router?

I have had speed issues and connection dropping out for many months now. Have previously talked with an agent who confirmed that periods of the router dropping out for 5 minutes is normal!

I was asked if I wanted a new router to improve the connection and was promptly advised there would be a charge!

I have been a customer for probably in excess of 15, and the latest router I have is at least 7 years old, having renewed the contract a few times. My contract is due for renewal in November this year.

Surely this should be supplied FOC as I’m under contract?

Please provide good news. 

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22 REPLIES 22

Message 1 of 23

OK, if you need any further assistance just let us know


Chris

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Message 2 of 23

Hi Debbie

Yes the devices are further away in different areas of the house - just need to monitor them

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Message 3 of 23

Hi Mark

 

That's great, thanks for letting me know.

 

In regards to a booster, are these for devices further away from the router?

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Message 4 of 23

Hi

 

Glad the new router has proven more stable for you.

 

Thanks

 

Karl

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

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Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.

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Message 5 of 23

Hi Debbie, sorry for the delayed response. 
All seems good so far, no dropouts as with the old router. May need to get a booster for some devices

Message 6 of 23

Hi Mark

 

How's the connection been over the weekend?

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Message 7 of 23

Hi Mark

 

That's great. I will check in again with you after the weekend to make sure everything is still working ok.

 

Debbie 🙂

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Message 8 of 23

Hi Debbie

That worked. Will let you know if any other issues

KeithFrench
Community Star
Private Message TalkTalk
Message 9 of 23

Hi @MarkJQuin 

 

Let's see what happens when you do the factory default of the configuration.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

Message 10 of 23

Hi Mark

 

Could you try factory resetting the router using the pin hole reset for ten seconds and then try the steps I linked again?

 

Thanks

Message 11 of 23

Hi Keith

I am trying to set the 5G and 2.4G as separate SSIDs. Have changed the network SSIDs and can only see one

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Message 12 of 23

Hi Debbie

Thanks for the details. I have tried splitting the SSID bu just changing the 5Ghz one by adding 5G to the end. I cannot see the 5G SSID! When the 2 networks had the same name nothing connected to the 5G side

Any suggestions?

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Message 13 of 23

Morning Mark,

 

Just checking back in to see how you're getting on?

 

Thanks

 

Michelle

 

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KeithFrench
Community Star
Private Message TalkTalk
Message 14 of 23

What sort of instructions are you after/what do you want to know?

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

Message 15 of 23

Hi Mark

 

That's great 🙂

 

In regards to splitting the SSID's, I have included some steps below:

 

Wi-Fi Hub (Sagemcom)

 

  1. Open your browser and type in 192.168.1.1 to go to the router admin page
  2. Login with your router username and password. You’ll find these on the sticker underneath the removable settings card on back of your Wi-Fi Hub
  3. On the Dashboard page, select the See Wi-Fi settings button
  4. Now choose Manage advanced settings
  5. Select the blue cog icon in the Wi-Fi 2.4GHz section
  6. Type a new network name into the SSID text box
  7. Select the Apply button
  8. On the change confirmation box, select the Continue button
  9. To change the SSID for 5GHz too, simply follow the steps above but choose the blue cog icon in the Wi-Fi 5GHz section instead

 

 

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Message 16 of 23

Hi Debbie

Thanks for asking. Yes it arrived the next day. Installed it on Saturday and all looking good so far.

Have tried to set up the 2.4 and 5 GHz bands as different networks but it does see the separate 5G network. I simply added 5G to the existing name. Are there any instructions?

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Message 17 of 23

Hi MarkJQuin

 

Have you received the replacement router?

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Message 18 of 23

Hi Mark,


I've ordered a replacement router, it should be with you within a couple of working days


Chris

Message 19 of 23

Thanks Debbie, all updated

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KeithFrench
Community Star
Private Message TalkTalk
Message 20 of 23

Hi @MarkJQuin 

 

There @Debbie-TalkTalk from TalkTalk has already offered you a replacement. You can forget my questions now.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they?