on 10-06-2019 10:05 PM
I received the new fast router at the end of May it worked fine until the 8th Jun when it was not receiving power no light, on carrying out checks I found that the AC/DC adapter was not working. I contacted TalkTalk via live chat and after chatting to several operators and various checks being carried out they eventually stated that I needed and engineer visit. I informed them that the problem was the adapter not the line, but to no avail they insisted an engineer attended which I reluctantly agreed too. Engineer from OpenReach arrived on the 10th Jun and found no faults on the line, which I already knew. I was then received a Text from TalkTalk stating the issue was resolved, which obviously it wasn't as the problem was the Power Adapter. On contacting Customer Services and explaining that I had a faulty Power Adapter and requested a replacement they informed me that I would have to pay for a replacement. This I totally disagreed with as the adapter was just a week old and was faulty. Under the Customer Terms of Reference I am entitled to a repair or replacement of faulty item. I have also emailed a complaint to Concerns TalkTalk PLC. Having looked on this Community Forum I see that this problem is not a one off with a faulty adapter. Can anyone advise how to get a replacement as I am currently using my old router. MGS
on 11-06-2019 06:17 AM
on 11-06-2019 10:22 AM
Thanks for the reply, that would be great thankyou. However is there a problem with the Power Adapters as it appears that others have had the same fault? Also how do I return the faulty Adapter and Router.
on 11-06-2019 11:13 AM
As far as I'm aware there's no known issues with the adapter and I don't recall seeing anyone else reporting any problems specifically with the adapter.
Would you like me to send the replacement router (we will also send a returns bag to send the old router back in)?
on 11-06-2019 11:24 AM
Yes please send a replacement router, thankyou. The people reporting the same issue with the adapter is under the heading; "New router SAGEMCOM Fast 5364-3. T8 No Power".
on 11-06-2019 11:53 AM
I've ordered the router, should be with you within a couple of days but please allow up to 5 working days for delivery
As with any electrical equipment there will always be a small number that develop a fault but as I've said, there are no known issues as far as I'm aware, specifically with the power adapter
on 11-06-2019 02:21 PM
on 12-06-2019 02:23 PM