Router

[norfolkdave]

Hi there

About 3 weeks ago my internet kept dropping out. I went on chat and did all the checks, line checks etc. All OK. He said it looked like a router problem and did a factory rest. Fine. He said if it happened again to contact TalkTalk and said the router would need replacing as it's quite old now. Started dropping out again. Just been 2 1/2 hours on chat. Did all the checks, passing me from expert to expert and said nothing wrong . If i wanted a new router I'd have to pay for one. I was originally told there was a problem with the router. I gave up in the end. Been with TalkTalk 16 years. My contract runs out next year otherwise I would change provider. Shame really but today I just round and round in circles not getting anywhere!

[g7mjv]

That really is awful 😞

[ElleGee]

I think there will be a fair few of us loyal customers walking away.

I'm utterly disgusted

[ElleGee]

I have sent an email

[norfolkdave]

I'm also very disappointed. My contract finishes next August so I'll be looking for another provider,

. TalkTalk's loss!

[sabelo-TT]

Hello there @ElleGee, kindly start a new thread as we will be able to further assist you with the matter at hand. 

[ElleGee]

Hi @norfolkdave ,

I've had an email from TalkTalk recently to say that my router was no longer able to update, obviously things progress, I understand this, & was advised that I'd be emailed again for further advice.

In the meantime, the internet connection had become increasingly unreliable. I have just received an email to say my options are to either stay with the 1 we have, baring in mind, it is no longer supported for security updates etc., or order a new 1 at a cost to me of £80 to be put on my next bill!!

As you, I have been a loyal & dependable customer, initially with AOL & the transition to TalkTalk for 21 years, in that time, I've been sent updated routers when the current one I had was becoming obsolete, so to now have to pay £80 for a piece of equipment that should be provided as part of the service, I'm disappointed & sadly, when I feel well enough, I'll be looking for an alternative provider.

21 years?! Come on TalkTalk.

[amahle-TT]

Please do confirm @norfolkdave, thanks.
 

[Mandisa-TT]

Hi @norfolkdave Nothing is more distressing that feeling like you are passed around when all you want is help. I will be able to check this on my end and assist you with your query, are you at home to be able to proceed?