G604T - Qualify for replacement?

Forums › Spark New Zealand (including Skinny and BigPipe) › G604T - Qualify for replacement?

hachi

51 posts

Master Geek

#29133 24-Dec-2008 22:49

I'm suffering ongoing problems with my Telecom supplied G604T router/modem. I have it networked to a pc via ethernet, and it works great, nice speeds, good syncing etc, except after about a month or so of solid use, it just stops recieving connection.

For no apparent reason, the Status light and ADSL light just go out and stay out. If I unplug and plug it back it, it works a couple of times, and drops the connection again and fails terribly. Leave it along for a few weeks and plug it back it, and it goes again for a month or so.

So does this qualify for replacement by Telecom? (Inside the warranty period, of course).

jfnz

211 posts

Master Geek
+1 received by user: 6

Trusted

#186038 24-Dec-2008 23:30

Yes.

Call the helpdesk and explain. They'll be able to issue a replacement modem.
It will be a Thomson branded router which are better than the older ones.

Please note: Any posts, comments, or contributions in this forum are posted by me as an individual acting in my own right and do not necessarily reflect the views of any company I work for, clients I've consulted for, or anyone else.

starkiller

7 posts

Wannabe Geek

#186182 26-Dec-2008 18:25

Otherwise, call 0800 22 55 98 and get a case number.

You can bring it (with all your parts incl filters) to a Telecom Retail Store and as long as the Broadband Helpdesk have approved it, someone should be able to swap it in store conditional on stock availability.

Saves having to wait over the holidays with no internet for a modem to be sent out :)

jfnz

211 posts

Master Geek
+1 received by user: 6

Trusted

#186209 26-Dec-2008 21:57

starkiller: Saves having to wait over the holidays with no internet for a modem to be sent out :)

Yeah, considering his problem only happens after a *month* of the router being on continously I'm sure maybe 1 reset maximum is a real inconvinence.

Couriers run ever day except public holidays, and the helpdesk is open 24/7-365.

hachi

51 posts

Master Geek

#186233 27-Dec-2008 07:12

Anarkist:
starkiller: Saves having to wait over the holidays with no internet for a modem to be sent out :)

Yeah, considering his problem only happens after a *month* of the router being on continously I'm sure maybe 1 reset maximum is a real inconvinence.

Couriers run ever day except public holidays, and the helpdesk is open 24/7-365.

Maybe I should clarify, it happens after a month, and maybe a couple of resets, and the connection drops and won't connect properly for a couple of weeks. So I basically get to use it for a month, don't get to for a couple of weeks, and it cycles like that. Let me assure you that it isn't just cycling the router.

starkiller

7 posts

Wannabe Geek

#186235 27-Dec-2008 07:19

Sounds like it might be a problem with either the line or the modem if the ADSL light isn't lit.
If you call Broadband Helpdesk, they're still probably your best bet. They can either run a line test or authorise a replacement modem.