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WiFi disabled

platipud
Team Player
Message 3 of 3

I have been having problems with my new fibre install (upgrade from fast broadband), after about 4 webchats and an openreach visit a new router was despatched as the old one couldn't reach the speed. When received I still received poor speed but via information talk talk sent to me I managed to resolve this and get to the correct speed.

However......

2 days later I had no WiFi it had vanished ....... I plugged in a ethernet cable and the internet was working.....but the router said WiFi disabled.....

THEN.....

I contacted talk talk via webchat the operative went through the usual process did not seem to understand the issue at all, despite me pointing our the issue many times, after 2 and a half hours I kept requesting to speak with a supervisor but he kept refusing....eventually I was put through to the supervisor....after another hour she agreed that the problem was with the router and not the line and has no eventually dispatched a new router (I have only had the existing one for 2 days), hopefully that will resolve the issue.

The supervisor has raised a formal complaint, however I wish to raise this matter in this forum as upon looking it seems that this is a know problem, but given the comments in her it seems normal that the webchat tech team do not understand this problem. Since upgrading to fiber I have spent at least 6 hours of my time I'm a webchat with the tech team, clearly this is a poor service and need addressing.

Luckily I haven't yet sent the older router back so I am using the old one for WiFi, hopefully the new router will fix the problem, and then I will send the 2 broken ones back.

Why do the tech team know nothing about a known issue in this fo

Steve
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2 REPLIES 2

platipud
Team Player
Message 1 of 3

Thankyou for such a supportive and helpful response to a detailed posting !!!

 

 

Steve
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Karl-TalkTalk
Support Team
Message 2 of 3

Hi

 

I'm showing a router has been ordered for you.

 

Thanks  

 

Karl. 

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