If you are still in contract, then the modem will still be covered by the warranty, so I can get a replacement modem sent out. If you are outside of contract then the modem will be chargeable or we may be able to offer one as part of a contract renewal.
If you are unsure if the modem is faulty then we can arrange to send a modem and a returns bag for testing purposes.
Thanks for your response. My faith in TalkTalk may yet be restored.
I did state I'm out of contract.
If you could send a router on loan for testing purposes and a returns bag, that would be fine.
If it works O.K. I would be happy to sign up for another contract.
When the router is working well, the service is reasonable and I have no reason to leave TalkTalk.
It's said that "recruiting a new customer is up to ten times more than the cost of retaining an existing customer."
Will TalkTalk be responding please?
On Sunday, the router took 5 hrs to connect.
Monday - after 1 hour I gave up trying to connect.
Tuesday - instantaneous. The connection stuck like glue all day.
Wednesday - ditto.
Thursday - ditto.
Friday - after 4 hours I gave up trying to connect.
(the connection drops out overnight - the router isn't turned off)
Whilst constructive comments are appreciated, ones like the previous aren't helpful.
This problem is having a major impact on the huge free web site I run for RAF veterans.
I need to sort it.
(sent from the local Library Wi-Fi)
Best of luck then.
I would try that well known auction site as talk talk specific routers are going from as little as 99p there with no reserve.
A lot less capital to commit than a new contract and this way you get to test your line.
I'm out of contract like you, have been for many months too, too many to count. I had a problem on the 4th of October 2012 when my router was playing up. I contacted talk talk and they told me to sign a new contract to get a new router, I refused, but because I've been a customer for so long, couple of years at least I talked them into it. They sent me a new HG533 for free and I can cancel my rolling contract any time I please. Sadly I'm having a different problem at the moment highlighted in another thread.
I have checked your account and there is not fault ticket advising that the router is faulty, but there is an issue on your line our tests have detected a loop fault, this could be internal setup, so I feel the replacement modem may not be the answer.
We need you to answer these
questions and post results
Also if after these tests we need issue a new router we need you to Please send the information requested in
security questions via the contact us link (bottom right) ensuring you select the security questions option. Please do not post any of the information requested on the open forums. Please post the reference once it is received by e-mail.
Once we have a better idea of your setup and the router is in the test socket for at least 48 hours, I appreciate this may be inconvenient but we must follow these diagnostic checks to avoid any potential charges being incurred should an engineer eventually be required.
The situation has deteriorated. Connection to the Internet is now virtually impossible most days. The ADSL light flashes all the time but I rarely get the Internet light.
Also, occasionally now it can take the Power light on the router several minutes to light up when I reboot. Im becoming very concerned about a
possible fire risk if its faulty?
1. What make/model router are you using? Echolife HG520b.
2. Have you tested with a different router, if so what is the make/model? Not available.
3. Have you tested a different micro filter? Yes.
4. Do you have an NTe5 BT Master Socket? Yes.
5. If yes, did you notice any improvement in your speed when in the test socket? Connection is no better.
6. If no, is your modem connected to the master socket? In test socket via a filter with one phone.
7. How many telephone extension sockets do you have? As 6) above.
8. Are you using any extension cables, alarm systems or sky boxes? No
9. Do you have any issues with your phone service? No
10. Apart from the stability of your broadband, do you have any other issues? No.
In order to send a replacement modem for testing purposes we will need to confirm some details. Please see this link
Security Questions in regards to what information we require and also how to send us this information.
You will be sent a reference via e-mail. Once you have this please post it in this thread. Please do not post any of the information requested in the sticky post on the open forums.
The old router eventually gave up completely. Even when it very occasionally displayed a constant Internet connection light, none of several laptops could connect to, or even see our connection amongst those listed.
So thank you very much indeed for the replacement router sent for test purposes. It connected without problems and over two weeks has rarely, if ever, dropped the connection. Thank you.
However, using the TalkTalk Speed checker, on several occasions immediately before Christmas, with only 1 computer in use with the LAN cable, typically showed only 0.29 Mbps Down and 0.74 Mbps Up.
However, the same test twice today gave 2.2 Mbps Down and 0.7 Mbps Up.
Is that it or could I reasonably expect any further improvement please?
I am now prepared to honour my promise to renew my contract with TalkTalk.
Connection details remain as previously posted but now with Huawei HG523a router.
Yes, still connected in the test socket via a filter with one telephone only.
TalkTalk speed checker now regularly gives above 7.6 Mbps down and 0.65 Mbps up.
If the technical aspects are satisfactory at your end, Im happy to conclude this matter.
If I now renew my contract online, do I get to keep the router sent for test purposes, free of charge?
My broken previous router was obviously a major source of my problems.