Sagemcom F@st 5464 failed compounded by awful TT customer service

[Retired4Good]

My router failed earlier this week. Spent over an hour on Chat "fixing" . I was told there was congestion on the line (no idea what that means). Suddenly, the flashing orange reverted to constant white and all seemed well again.

Away for a few days and arrived home yesterday to find the flashing orange light again. Two hours on Chat this time with no resolution other than an appointment with Openreach this morning.

Openreach checked and found no problem with the line, ONT or cable to the router. Reset the router (for the 5th time) and still no joy. Established that the "profile" for my premises is not compromised and even proved this by connecting an old Plusnet router the engineer happened to have with him and which connected immediately.

Rather than Chat on a mobile keyboard today, I telephoned and spoke to 3 TT agents for 90 minutes before being able to finally convince them not to send me an Eero, but replace the faulty router with another Sagemcom.

Throughout the entire 90 minutes no awareness or concern about the situation. I now have no internet, no landline and am told I will have to wait up to 5 days for the new router.

A complete lack of compassion from TT staff. They almost deliberately place barriers up to deflect obtaining a resolution.

Just an awful company 

[Michelle-TalkTalk]

Morning,

Just checking back in to see how you're getting on?

Thanks

Michelle

[Chris-TalkTalk]

It looks as though a wifi hub 2 has now been requested too, so you'll probably receive both. Could you just return the eero in the returns bag provided 

Thanks

Chris

[Retired4Good]

Hi @Debbie-TalkTalk ,

I told the TT support agents on a number of occasions last week and yesterday, the Eero router is not fit for purpose. If I had a Sagemcom when I took the Full Fibre contract out in February 2023, why can't I have the same hardware today?

[Debbie-TalkTalk]

Hi Retired4Good

It would only allow for an eero to be ordered based on your package. Please ignore the email, there will be no charge for the eero sent.

[Retired4Good]

Hi @Debbie-TalkTalk 

Thank you for arranging for the new router. I have a separate email from TT confirming a "spare" Eero router is being sent with a charge of £89.

I've told TT on numerous occasions that the Eero is not suitable as it doesn't have enough ethernet ports.

Can you check again to ensure it's a Sagemcom (as per the subject line). Also, why am I being charged when it's a faulty router that's causing the issue.

I hope you receive this message as I've just got home , but your urgent action is requested. Can you get back to me asap - thank you!

R4G

[Debbie-TalkTalk]

HI @Retired4Good 

I'm sorry to hear this.

The router is on its way and you should receive this within the next 48hrs.

Thanks

Debbie

[KeithFrench]

Just in case there is any problem with the order of a replacement Sagemcom, I have asked one of TalkTalk's support to pick up your thread and ensure it is fulfilled 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.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture and then clicking on "My Settings" followed by:-


Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.