Faulty Router ?

[MerseyRayUK]

I have just swapped over to Full Fibre 500  (Took just over 3.5 months from initial install date) and was first told I would be getting the super duper eero router.   Now that my install date came I received a router in the post... not an eero

I got the TalkTalk Wi-Fi Hub 3 with Firmware Version: SGEK10004A00

After around 100 minutes, the internet stops working.

Looking in the router admin panel, the connection still says its connected, but it just isnt working on any device, wired or wireless.

So I have gone to the logs in the router to see if that helps and I see the following (See pics)

It looks like somebody has been having problems with this router in 2013. Im guessing its then been sent back to talktalk for a replacement and they have sent me this faulty router.

The only way to get the internet working on my devices again is to restart the router, it works for around 2-3 hours and then the same error happens.. All devices yet again dont work, and the router light is still lit and says connected in the router admin panel.

The majority of the errors are pointing to the DNS resolution failing.  I checked in the DNS settings and somebody had entered 192.168.1.1 as the DNS server, which is the router IP so wouldnt achieve anything..  I have removed that IP and the error is still there.  This leads me to believe that the last person was experiencing the same issue that I am now getting.

[Philile-TT]

@MerseyRayUK Ollie applied the credit on the same day that the instruction was submitted, the same amount that was taken from your bank account is available as a credit and you can request that as a refund, the compensation credit is also on the account. 

[MerseyRayUK]

@Philile-TT , please be advised that Ollie, the very helpful higher level tech guy that was dealing with my first complaint said because of the time on the phone dealing with your issues, that the current month's bill would be waived, therefore it should have been zero.  Next month's bill, should then be less the measly £31.20 that I was given for around 115 days in the delay of my service.  That is set out by ofcom at £6.24 per day.  My next line of action will be contacting Ofcom because nobody at TT seems to know what's going on.

You should not have taken any money whatsoever from my bank this month!

[Philile-TT]

@MerseyRayUK Please be advised that TalkTalk does not compensate for time spent over the phone. 

[Philile-TT]

@MerseyRayUK the credit was added into your account on the 18/08/2025 to cover the engineer charge, the direct debit went off yesterday and it did not include the engineer charge. Compensation for poor quality of services was applied on your account to cover the bill on the 21/08/2025 and your bank was already instructed by TalkTalk that they will be deducting that amount hence it is now a credit. Please log into MyAccount to see the credit available. 

[MerseyRayUK]

Yes I can clearly see how to claim a refund in the My Account section.

Thats not the point.

I have still been charged £75 for an engineer visit, when your CS person told me he had voided the £75 (It should never have been put only my account in the first place) and I would not need to pay the £75.  

This months bill should have been £0.  This was authorised by Ollie that I have spent hours on the phone with attempting to get the Hub 3 working, but it wouldnt work and I have currenltly been downgraded to a Hub 2.

Next months bill, without any agreement by myself, I was given £31.20 compensation, for around 115 days @ £6.25 per day, delay in the provisioning of my service.  This should be much more than £31.20.  And I was told the team would contact me to discuss the compensation.

I will be calling CS yet again to put in another complaint and inform them that I am seriously considering getting rid of this TT.   Over 4 months and it still isnt what I agreed to.  ( Eero Pro 6 Hub, which is still advertised at the top of this forum, I never received.   Hub 3 which I was told is the replacement, isnt working,   3.5 months delay in the provisioning but only been compensated for a measly 5 days )

[Philile-TT]

@MerseyRayUK credits are not automatically refunded to your bank account, you should request a refund as advised by @Gliwmaeden2 this can be done via MyAccount. 

[Gliwmaeden2]

Refunds will be credited in My Account, @MerseyRayUK.

You can then put it towards covering future bills or you claim it back to your bank account via My Account, using the same details as for the DD.

The same happens after people leave, if there's been an overpayment. Money has to be claimed back and is not sent directly to the customer's bank account. 

[MerseyRayUK]

Then once again, I have been fed another load of lies by your customer service people.

Listen to the voice recording from 17/8/2025.  This is the date I received my bill, and I called immediatley because its totally unnaceptable to even think about charging me for an engineer visit.   I spoke to a gentleman, cant remember his name, and he assured me that he had checked the BT engineer visit record, and could see that the router was the problem ( which we all know ), and that the £75 would not be charged.  He told me that he had credited it on his end, and it has been approved, even though my end it hadnt updated.

Ive just checked my bank and that bill has come out.  I want that refunding as soon as possible.  Failure to refuned it to my bank this week, and I will be cancelling my DD with TT and cancelling which I am within my right to do!

3.5 months to provision my service and another couple of weeks to get a working router and TT are charging me for visit!

And they have the cheek to compensate me for 5 days delay 

[nomfezeko-TT]

Absolutely, @Gliwmaeden2, I appreciate you highlighting this point.

[Gliwmaeden2]

Once issued, a bill cannot be changed, but if the £75 is waived it will be credited and the changes will show in your next bill.

Check in transaction history as this may show up there.

[nomfezeko-TT]

Thank you, I will have a look into the account to check what is going on or if there is any information that could help us. 

[MerseyRayUK]

Have updated profile with account number.

Could you also make sure that I am not going to be charged the £75 for the BT engineer to visit.  It is still showing on my bill which is due today. 🤔

Thanks

[nomfezeko-TT]

We will need to check into this for you. In the meantime, please update your community profile and add your landline number and/or account number so your account can be identified. Please don't post personal information here. Please do confirm once done. 

https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info

[MerseyRayUK]

HI nomfezeko, 

Yes I still need assistance with this.

They have paid me for 5 days whereas it should have been much more.

If you can have a look throught my account,, or listen to the calls,  you will see/hear the notes from multiple persons on the 1st attempt.  They told me multiple times that I would be getting the "provisioning delay compensation", from the date of my 1st agreed install date (14th April).   Because of the delay in TT letting BT know to do the install, BT then cancelled.  I called TT and they confirmed that it was cancelled due to TalkTalks incompetence in communicating with BT and they re-ordered the install the very same day that the 1st one was cancelled.

I would totally understand if I had cancelled the install and then re-ordered, because I would then have brokent the agreement, but when it was totally out of my control and totally TalkTalks fault then the compensation should still stand

( I never asked for this compensation by the way, I never even know about it.  Talktalk are the ones who told me I would get it, and it is automatically applied to my account )

They also told me I would be getting an eero Pro router, which didnt happen.

They then changed that to a Super Duper Hub. 3, of which none worked, so I have ended up with an older Hub 3 whilst they work on a firmware fix for the issue.

[nomfezeko-TT]

We will need to check into this for you. In the meantime, please update your community profile and add your landline number and/or account number so your account can be identified. Please don't post personal information here. Please do confirm once done. 

https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info

[MerseyRayUK]

Hi Ferguson, 

No the compensation that they told me I was going to receive wasnt a"lack of service" compensation, it was a "Delay in provisioning" compensation.   The Delay was just over 3.5 months in total.  I was told that the higher team will be contacting me to discuss the compensation, instead they text me and told me thats what I am being paid.   

(Basically, they paid me for 5 days because their 2nd attempt was delayed by 5 days due to BT putting in a fibre cable, and damaging it at the same time)

[nomfezeko-TT]

Thank you so much @ferguson and @Gliwmaeden2 for the information you have provided. @MerseyRayUK , please let us know if you still need assistance or clarity on this. 

[Gliwmaeden2]

It's an issue that crops up quite often, @MerseyRayUK, as customers are given to understand that they are owed compensation for the late start to their service but in practice companies seem to wriggle round it if you have an ongoing working service meanwhile. A similar case in another company:

https://community.plus.net/t5/My-Order/Compensation-scheme/td-p/1993767

There, there was another grey area mentioned about estimated  / confirmed dates. Worth a read!

The official rate from Ofcom's guidelines is at £6.24 per day, so it looks like the discretionary payment covers exactly 5 days.

[ferguson]

I am not sure you ever qualified for compensation at the level you described, that only applies if you are entirely without a service. So I imagine that the amount you have been offered is an ex gratia payment. If you are unhappy at that then you should refuse and put your case for more via the complaints process. 

[MerseyRayUK]

Now that my services is somewhat working, albeit on an older router, the Higher team in TalkTalk have agreed to pay me my compensation which they told me I would be entitled to.....

TalkTalk CS told my on numerous occasions that they pay £6.20 per day, for each day delayed from the installation date.

My install date was April 14th, and the service has only just been rectified.

I make that over 3.5 months waiting for the service, at £6.20 per day.... and the joke of a company pay me £31.20.

UNBELIEVABLE!