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Where is Support? No chat no phone assistance?

JoSolinas
Team Player
Message 44 of 44

I have just bought Fibre35 but have not received the router.

 

Is my router too old for the new speed? The email says I will receive a new router but I can't talk or chat to anyone.

 

Where do I turn?

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43 REPLIES 43

Message 41 of 44

Hi, thank you for your reply, they sent me emails and letters saying I will get a new router, that's why I was expecting one.

 

I can read the S/N number, is this something that I can write here publicly?

 

I have now updated my profile with my details.

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Michelle-TalkTalk
Support Team
Message 42 of 44

Hi JoSolinas,

 

Can you please update your community profile to include your:

  • Name
  • Telephone number
  • Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated. 

 

Thanks

 

Skynet_TX
Community Star
Message 43 of 44

Hi @JoSolinas,

 

What router do you currently have ?

 

As long as it supports fibre (VDSL) then it should work. If you are an existing TalkTalk customer and you have upgraded from a slower package to Fibre 35 then TalkTalk will only send out a new router if your existing router would not work with Fibre 35.

 

For one of the TalkTalk staff on this community to be able to look into this you will need to update your community profile to include your name, landline telephone number that your TalkTalk service is provided on & an alternative contact number. This will allow them to identify you, and they will then be able to help.

 

Don't post any personal details in this thread, just add them to your community profile.

 

Then they will hopefully be able to respond to this post within a working day or two. You may get faster support from the live chat during opening hours. Main customer services phone number is 0345 172 0088