topic Re: Equipment Update - new router in Broadband

Equipment Update - new router

harpo1981 — Wed, 19 Mar 2025 19:47:53 GMT

I received an email saying my "router is no longer supported by the manufacturer with software and security updates." When I've checked my account, My router: Huawei-HG635. There wasn't much information provided on the email. Surely as TalkTalk are my provider, they will provide me, free of charge, with the equipment needed to be a customer. Slightly concerned and not sure if I need to start looking for other providers. Anyone have anymore information about this or know if a new free router will be provided to replace the current one?

Re: Equipment Update - new router

fr8ys — Wed, 19 Mar 2025 20:11:37 GMT

There is a move to replace these over time and I thought the email mentions this.

You are in the staff's queue for a response amd so they can look into this, for a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and the support staff can view.
Please post back when done.
Thank you

Re: Equipment Update - new router

Debbie-TalkTalk — Thu, 20 Mar 2025 07:03:53 GMT

Hi @harpo1981

I can send you a replacement router, are you happy for me to arrange this?

Re: Equipment Update - new router

harpo1981 — Thu, 20 Mar 2025 07:39:12 GMT

Hi Debbie, yes please if you are able to do that. Thank you.

Re: Equipment Update - new router

Debbie-TalkTalk — Thu, 20 Mar 2025 08:05:14 GMT

Hi @harpo1981

No problem 🙂

The router is on its way, please allow 24-48hrs for this to arrive.

Thanks

Debbie

Re: Equipment Update - new router

sunshine93 — Tue, 01 Apr 2025 19:25:38 GMT

Hi Debbie, I also received an email saying my "router is no longer supported by the manufacturer with software and security updates." My router is Huawei-HG633. Please can you send me a replacement router? Thank you!

Re: Equipment Update - new router

Gliwmaeden2 — Tue, 01 Apr 2025 20:07:28 GMT

@sunshine93, for something as specific to your account as this, you do need to start your own thread.

Please return to the message board and click on start a topic to begin your own.

Re: Equipment Update - new router

Debbie-TalkTalk — Wed, 02 Apr 2025 05:59:17 GMT

Hi @sunshine93

Please can you create a new topic on the Community, we can then take a look at this for you.

Thanks