Awaiting New Router

[Vicky1575]

I was told last Friday that I would have a new router sent within 3 working days estimating delivery by yesterday, so far I have not received it and have had no communication that it is on it's way.  The chat doesn't appear to be working for me to chase this up and I have received multiple text messages and emails to say that my issue has been resolved but I am still without a router.  I am nearly out of contract and am exploring new providers to switch to that have better customer service.  My colleague, who is with Sky, received her new router the next day.

[Vicky1575]

Hi Chris

It's a FAST5464 2T4

My electricity tripped last Friday morning and after switching it back on my router wouldn't connect again, it was coming on but I was only getting the amber flashing light.  That afternoon I contacted support using the online chat and after several hours and trying everything they told me to do; switching it off for 30 seconds then switching back on, resetting, sending them pictures of the ONB etc. they eventually ran a diagnostic test and told me that my router was now faulty and that I need a new one.  On Friday they said one had been ordered and would take 3 working days for delivery but I haven't heard anything since.  No delivery yesterday and Royal Mail have already been today with no router again.  I asked if I could pay to have it fast tracked as I work from home but was told that only standard delivery is available.  To get by just now my neighbour has shared his Wifi password with me so that I can still work but none of my TV's are working as my SkyQ will not accept his router details.  I am getting very frustrated with this now and am having to spend work time trying to chase it up which is affecting my work performance.

[Chris-TalkTalk]

Thanks that's fine. Could I just ask which router you currently have and why you are being sent a new one?

Chris

[Vicky1575]

I think I have managed to do this but am not sure.  Thanks

[Chris-TalkTalk]

Hi Vicky,

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
Chris