Requesting new router

[NatHarry]

We’ve been advised from a recent engineer visit to request a new router as ours was purchased in 2020. We've had drops in connection and more recently, despite download speed showing as ok, the actual download comes out very slow. Please can we have an updated router? Thanks @@Debbie-talktalk 

[Chris-TalkTalk]

Hi NatHarry,

Line test isn't showing any disconnections today, did you notice if the light changed on the router when the connection dropped?

Chris

[NatHarry]

Hi Michelle,

We don’t have access to the voice service.

Thanks

[Michelle-TalkTalk]

Hello,

Thanks for the update and I'm sorry to hear this. I've run a test on the line now which has detected a potential fault. Is the voice service ok with no noise on the line please?

Michelle

[NatHarry]

Hi Debbie,

The router arrived really quickly! We tested and there seemed to be less connection drops in the beginning but the download issue stayed the same.

I used TalkTalk’s connection test which prompted another engineer visit, as the problem was said to be between the exchange and our home.

The engineer swapped out the wires and power cable. Once he had worked on the router, the download/upload speeds more than doubled, but this morning the connection has dropped three times following the “resolved” email. Is there any way this can be double checked?

Thanks

[Debbie-TalkTalk]

Hi NatHarry

Have you received the router?

[Debbie-TalkTalk]

Hi NatHarry

Thank you for creating a new topic. I've ordered the replacement router for you, please allow 24-48hrs for this to arrive.

Let us know once you have received and tested with the new router.

Debbie