Sagemcom router has failed and talktalk can't seem to order a replacement

[lynn1234]

I have a failed sagemcom router and talktalk can't/won't order me a new one.  It has been two weeks and each time they say it's been ordered but when I finally get through on the chat they say their system was broken and it hasn't actually been ordered.  They have been lying about it and then disconnecting me from the chat.

I have tried to raise a complaint and I get stuck on the live chat waiting to be connected.  I am now wanting to cancel as talktalk have not been able to rectify this within a reasonable timeframe.  They can't send me a case reference or even a tracking number.  

[fr8ys]

Hi,
You are in the staff's queue for a response.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and the support staff can view.
Please post back when done.
Thank you