Replacement fibre router

[Yeovilviks]

After going through chat on Weds night and then having it confirmed that my router was faulty I’m yet to receive a replacement. I am unable to work from home watch an tv etc and it’s now Sat pm and I’m worried about how to work from home next week. Does anyone have any idea how long it usually takes for a replacement router? Or how I manage to actually get hold of somebody to find out? 

[Debbie-TalkTalk]

Hi @Yeovilviks 

Our order management team have advised that there has been an issue with a blockage in the ducts so Openreach were unable to complete the order, they are trying to get it sorted today.  The customer does not need to be at home for this work to be completed.

Debbie

[Debbie-TalkTalk]

Hi Yeovilviks

I'm really sorry to hear this.

I've contacted our order management team now and I will post back shortly.

Thanks

[Yeovilviks]

I’m sorry to have to come back again another eero has been delivered today not a WiFi hub and no live date yet for full fibre due to problems with line into house. Can I please have a hub I can use with the phone line? As have been unable to work from home and no tv etc for over 3 and a half weeks now. This issue is still not sorted. Let’s hope no one else experiences this it’s truly shocking. 

[Yeovilviks]

Thank you. It was really bad timing that my old router broke weeks before my full fibre upgrade was due to happen. But to be left without any broadband for weeks as no working router, whilst still paying  for existing broadband has been a bad experience and hopefully won’t happen to others. Thank you for your help and for trying to sort this out 

[Debbie-TalkTalk]

Hi Yeovilviks

From further investigation I've been advised that the FTTP is due to go live on 02/05 AM.

Please keep the eero for when the FTTP service goes live. I have also ordered a WIFI hub so you can use your current service for now, please allow 24-48hrs for this to arrive.

Thanks

[KeithFrench]

Hi @Yeovilviks 

I am sorry but the Eero is certainly not compatible with your current fibre. TalkTalk should send you a Sagemcom 5364 or 5464, either of these will be fine. I have no idea why it's taking so long to get you one, but trust me, you are in excellent hands with @Debbie-TalkTalk 

[Yeovilviks]

I just have a normal master socket until next week when open reach engineer is coming to fit new socket

[Debbie-TalkTalk]

Hi Yeovilviks

I'm really sorry about this. I'm just looking into this further to find out what's happened.

Can I check, have Openreach installed an ONT socket in your property or do you just have a normal master socket?

[Yeovilviks]

It’s an eero so won’t work on my existing line into the house so still stuck with no broadband for another week. 

I did see your link and have a call with TalkTalk later this week. Just so frustrating to be looking at over 3 weeks without broadband now and unable to work from home, watch tv etc is pretty much unacceptable when I am still being charged full fee for this month which I hopefully will get refunded as I have no service at all 

[Gliwmaeden2]

If it's the Sagemcom Hub2 it should work fine with the ordinary fibre too, @Yeovilviks, I believe. 

Just alerting @KeithFrench, to confirm that or otherwise. 

If it's an EERO it'll be a different ballgame. 

As mentioned before, autocompensation may well apply. Did you read the link I posted previously?

[Yeovilviks]

I’ve recieved a new full fibre router for when my package upgrades in May but still no router to be able to use with my existing fibre broadband so still completely cut off from my broadband. 

[Debbie-TalkTalk]

Hi Yeovilviks

Can I just check, did the router arrive over the weekend?

[Debbie-TalkTalk]

Hi Yeovilviks

I'm so sorry about this.

I have escalated this to our warehouse team to see if they can get this sent out as soon as possible.

I will keep checking for additional updates.

[Yeovilviks]

No and I have now submitted a complaint as agents on chat are saying that there is not one on order so have had no broadband now for over a week now. Just hoping something can be sorted and I can can get my money back for this months contract as have no service 

[Debbie-TalkTalk]

Hi Yeovilviks

Have you received the router?

[Gliwmaeden2]

If it's classed as a total loss of service you will get an automatic compensation payment:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

Read the whole article for details and examples, @Yeovilviks.

[Yeovilviks]

Does it normally take this long (almost a week) with no service at all to get a new router? Am I able to have a refund on my bill as clearly not able to use the service i’m paying for? 

thanks Vikki

[Debbie-TalkTalk]

Hi Yeovilviks

Sorry for the delay.

I've checked and I can see a router order has been placed and you should receive this within the next 48hrs.

Thanks

[Gliwmaeden2]

It would be unlikely to be processed before Thursday, @Yeovilviks - I understand that Chat support etc suggest several days, though when ordered by staff on here they usually come in a couple of days. 

No staff on here before Monday.