topic Re: Requesting a new Router - my HG635 keeps doing a factory reset in Broadband

Requesting a new Router - my HG635 keeps doing a factory reset

nick_andrews — Sat, 08 Jan 2022 14:06:39 GMT

Hi,

We have been with Talktalk for some time and have had this router for many years but for the last week we keep loosing wifi as the router keeps automatically reseting to factory defalts (including the admin password!!!!)

We have checked that the line/connection is fine and that it has the latest software update (maybe this was the cause); ethernet connections work fine.

The current Router is

Super Router HG635, Hardware ver: G.1.01, Software ver: v1.14t

PS: Your support system is the worst I have ever used. It seems to be designed to make it difficult for people to find the solution they need, and this is the only place to ask for assistance! 1/10 😞

Re: Requesting a new Router - my HG635 keeps doing a factory reset

ferguson — Sat, 08 Jan 2022 14:17:23 GMT

If you would like the support team here to look into this for you make sure that your personal details including TalkTalk landline number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond. Bear in mind that they won't be back online until Monday.

Re: Requesting a new Router - my HG635 keeps doing a factory reset

nick_andrews — Sat, 08 Jan 2022 14:35:20 GMT

Thanks Ferguson,

I have managed to update my profile now, and will see how many times I have to re-enter all the router setings before this is resolved.

Re: Requesting a new Router - my HG635 keeps doing a factory reset

ferguson — Sat, 08 Jan 2022 14:40:59 GMT

I am sure they will arrange a replacement router as soon as they can. If you want a quicker response you can call 0345 172 0088, or try Live chat, details and opening hours are here:

https://community.talktalk.co.uk/t5/Articles/Our-live-chat-team/ta-p/2230529

Re: Requesting a new Router - my HG635 keeps doing a factory reset

Debbie-TalkTalk — Mon, 10 Jan 2022 08:02:46 GMT

Hi nick_andrews

I'm sorry to hear this.

I've ordered you a replacement router for testing, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

Re: Requesting a new Router - my HG635 keeps doing a factory reset

nick_andrews — Sat, 15 Jan 2022 17:19:04 GMT

Hi Debbie,

The new Router arrived on Thursday and was easy to switch over.

Everything seems to be working fine now.

Thanks for your help with this.

Can you clarify, do I need to return the old Router, or can I just take it to the local recycling centre? (I looks like this is fine, but don't want to get rid of it only to be asked to return it in a coulpe of weeks).

Re: Requesting a new Router - my HG635 keeps doing a factory reset

Debbie-TalkTalk — Mon, 17 Jan 2022 06:57:17 GMT

Hi Nick

Thanks for keeping us updated 🙂

Please can you return the old router using the pre paid returns bag.

Debbie