Replacement router

[Nessie3276]

Hi my router got water damage last Wednesday 20/10. It will not turn on at all now.  I reported the fault to talk talk who then went on to say there was a line fault (line was fine up to the water damage!) I asked for a replacement router to be told in needed a

BT Open reach engineer to visit. 4 days later no Wi-Fi/TV and no update online since the 20/10. I work for NHS and need my wifi but there are no contact numbers to chase the fault. So frustrating! 

[Debbie-TalkTalk]

Hi Nessie3276

If you contact the team on the number provided in my last post they can send you a replacement router.

Thanks

Debbie

[Nessie3276]

So we have just had an engineer visit to say the line is perfectly fine. Showed a fault because there was no router attached. We disconnected it as had no power. Anyway he, as suspected doesn’t carry new routers in his van as he is a line engineer. So now he has to do a report asking for a new router to be posted out. This is what I asked for in the first place! Nearly a week later and no further forward!! So frustrating 

[Gliwmaeden2]

Yes, @Nessie3276, the same 03451 720088 number and specifically ask for the Shell Migration team. 

They will be dealing with anything and everything to do with your service as an ex Shell customer. 

[Nessie3276]

I’ve already logged it as a fault though. Do in need to ring this migration team too? 

[Debbie-TalkTalk]

Hi @Nessie3276 

Thanks for your reply.

To get the help you need please give the dedicated Shell Migration team a call on 0345 172 0088, they'll be able to help.

[Nessie3276]

Yes I have migrated from shell. Does this make a difference?

[Debbie-TalkTalk]

HI @Nessie3276 

I'm really sorry to hear this.

Can I just check, have you recently migrated over to TT from Shell?

[Nessie3276]

Thank you I’ve updated my profile details. The water damage was a pet related incident. The weather was fine that day, nothing to do with any storms etc. I’m desperate to have this fixed. Will even pay for the new router if I have to!

[ferguson]

How did the router get water damage? It may well be if you have been subject to severe wet weather that there is indeed a line fault.

If you would like the support team here to look into this for you make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.