Router

[MarkHarrison]

Hello, just wondered if I could get a replacement for my router seeing as the white light is no longer showing up.

[MarkHarrison]

No, that's everything, thanks.

[sabelo-TT]

Mark, I have just placed the order on your account of the returns bag. 🙂 as explained earlier that I have also attached care notes and provided the delivery timescale. 

While I still have you on the platform, would there be anything else you would like for me to further assist you with apart from what we have discussed today?

[sabelo-TT]

Perfect! I just wanted to make sure that your connection is fine which is one of the most important things. 🙂 I have shared over a private message to the matter as I will need to confirm minor detail on your account. 

[MarkHarrison]

Pardon? My connection is working, fine.

[sabelo-TT]

@MarkHarrison, have you tried checking the status of your connection on MyConnection via MyAccount? 🤷

[kanya-TT]

Okay, that should be`easy we can send you a returns bag. I will need you to confirm some details on your private message section.

Kanya

[MarkHarrison]

I received a letter along side my new router saying that I may be charged £50 if I don't return my old equipment so if it is necessary to return my old router then yes, I would like a return bag, thank you.

[kanya-TT]

Hey there, @MarkHarrison. I take it you received the router but now want a return bag.

Kanya

[MarkHarrison]

Back again 😂 Forgot to ask if I will be charged for this router or for not returning my old, broken router? Cheers.

[sabelo-TT]

Thank you for chatting in, should you require further assistance please do not hesitate to get back to us :).

Have a good day!😊

[MarkHarrison]

No, that is everything, thanks. I appreciate all the help.

[amahle-TT]

Hi there @MarkHarrison, I escalated this for you and got the feedback. I have ordered a new router for you since the one you have is faulty. The new router will be delivered in the next 2 - 3 working days, thanks.

While I still have you on the platform, would there be anything else you would like for me to further assist you with apart from what we have discussed?
 

[MarkHarrison]

Appreciate all the help, mate. You'll have to excuse my lack of technical skills.

[KeithFrench]

OK, thanks for that, we got there in the end. I have asked one of TalkTalk's support team to pick up your thread and replace it for you.

They aim to respond within 48 hours (Monday - Friday), excluding Bank Holidays, but if more urgent, you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

[MarkHarrison]

But the light is still not working on my router, btw. 

[MarkHarrison]

Thanks, the indicator switch is on.

[KeithFrench]

Hi @MarkHarrison 

OK, that one is different. Log in to it & go to:-

Dashboard > See Internet Settings > Manage advanced settings > Advanced Configuration > Maintenance Diagnostics > Indicator Status Management

[MarkHarrison]

Huawei DG8041W 

[KeithFrench]

Exactly which router do you have?

There are four Wi-Fi Hubs and they can be different:-

• Huawei DG8041W (Wi-Fi Hub 1)
• Sagemcom FAST5364 (Wi-Fi Hub 1)
• Sagemcom FAST5464 (Wi-Fi Hub 2)
• Sagemcom FAST5359 (Wi-Fi Hub 3)

[MarkHarrison]

I have now managed to login but after clicking on Manage advanced settings, there is no TalkTalk Wi-Fi Hub > Device info > Light control. Now I did click on hardware check and the status came back as normal so I guess it's okay, I'll just have to deal with there being no white light on, I suppose.