Replacement router delivery details

[Sunflower14]

Faulty router reported finally Friday 22nd Nov after trying speak someone from Wednesday. Flashing orange can’t connect. New router ordered after loads checks and tests. Confirmed Monday 23rd on way but would be sent tracking number. Still no router, no fibre wifi now Thursday 28th Nov. No email or tracking details. Help! 

[Karl-TalkTalk]

Hi

The router is on it's way so  hardware issue can be ruled out, and if that fails to resolve, I can escalate this to our network teams here.

I've sent you a PM with the Tracking number for the router.

I don't know why a router order was not placed as agreed, and can only apologise for this.

As soon as the router arrives, connect this up and let us know here, so we can take this further if required.

Thanks  

Karl. 

[Sunflower14]

Hi yes all checks were done on Friday during two and half hours online chat with talktalk agent who ordered the replacement. Concerned had no email, contacted on Monday again through chat that yes ordered but as weekend would be 2-3 working days. Thank you for placing another order but can someone check what has happened. I have received an email from you.  We are over a week now with no wifi.  

[Karl-TalkTalk]

Hi

I'm unable to locate a recent router order for your account.  

I've placed an order here, and will check this first thing in the morning to see if this has been dispatched and assigned a tracking number.

While waiting for this, can I just asked, have you powered off the router and ONT Box for a full 30 minutes to allow the session to restart ?

Also, have you checked the cable between the ONT and router is connected securely ?

Thanks  

Karl.