Router randomly cutting off internet

[Pabroon46]

I have been having problems with my talktalk router disconnecting from the internet. Wi-Fi is still showing, but each time, I have to reboot the router, and it reconnects. It seems to occur randomly. I have had all the chat/bot conversations and line tests say all is working - which it is, until it’s not. It is a very irritating problem. In desperation, I have started using another router hub from Nowtv, and there is no problem with that one. After many long conversations with Talktalk about whether my router needs replacing or updated, I was promised a call back to discuss things. That was a week ago, but I’ve heard nothing. 

[Anonymous]

Morning,

Thanks for letting us know.

Thanks

Michelle

[Pabroon46]

The new router is installed and everything is much better.  I have returned the old equipment. Thank you. 

[Debbie-TalkTalk]

Hi @Pabroon46 

Thanks for your reply.

I've ordered replacement router, there will be no charge for this.

Please allow 24-48hrs for this to arrive. Let us know how the connection compares with this router.

[Pabroon46]

I think I have replied to this, but if not, then yes please. I assume there will be no charge, as my router is not working properly

[Debbie-TalkTalk]

Hi @Pabroon46 

Would you like me to send a replacement router?

[Debbie-TalkTalk]

Hi @Pabroon46 

I'm sorry to hear this.

I think we should replace the router, are you happy for me to arrange this for you?

Thanks

Debbie

[Divsec]

Hi @Pabroon46 good to know you are back up and running and effectively diagnosed the issue. The team will be back on Monday and will get this sorted for you.