topic Re: Replacement router request in Broadband

Replacement router request

SueR1234 — Sun, 27 Apr 2025 10:12:01 GMT

Hello. I received an e-mail saying my Huawei HG633 router is out of maintenance and support with the manufacturer and you would be in touch about a replacement. But I have been getting dropouts for quite some time and I am constantly having to reboot it. Can a replacement router please be expidited?

Re: Replacement router request

Divsec — Sun, 27 Apr 2025 10:29:52 GMT

Hi @SueR1234 your post has been escalated and you should hear soon. In the meantime please check your community profile and add your landline number and/or account number so your account can be identified. Please don't post personal information here.

https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info

Re: Replacement router request

Philile-TT — Mon, 28 Apr 2025 07:43:15 GMT

Hi there @SueR1234 I will continue with the checks so that we can send the router without a charge. Are you currently at home at the moment?

Re: Replacement router request

SueR1234 — Tue, 29 Apr 2025 18:55:24 GMT

I am next at home and able to progress this on Wednesday after 3pm

Re: Replacement router request

sabelo-TT — Wed, 30 Apr 2025 14:42:42 GMT

Hi there @SueR1234, shall/can we continue?

Re: Replacement router request

SueR1234 — Wed, 30 Apr 2025 14:51:27 GMT

Yes, ok that's fine

Re: Replacement router request

sabelo-TT — Wed, 30 Apr 2025 14:54:46 GMT

Perfect! So, what I will do on my end is to firstly check on your line for the drops currently affecting your broadband services. Thereafter we will be able to proceed to checking on the router. 🙂

Thanks

Re: Replacement router request

sabelo-TT — Wed, 30 Apr 2025 14:56:45 GMT

Just a quick one @SueR1234. Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line? For example a care alarm, lifeline, health pendant or fall detector.

Re: Replacement router request

SueR1234 — Wed, 30 Apr 2025 15:08:07 GMT

Re: Replacement router request

sabelo-TT — Wed, 30 Apr 2025 16:27:51 GMT

Thank you for this @SueR1234.

So, I have checked on your line and can confirm that everything is in perfect order. With this being said, I have managed to order a replacement router for you on your account which will be delivered within 2-3working days. Should there be any delays with your delivery, please note that it will take a maximum of 3-5working days for your equipment to be delivered to you. 🙂

In addition, I have included a returns bag for you to kindly return the router you have at your possession.

Re: Replacement router request

SueR1234 — Wed, 30 Apr 2025 16:40:38 GMT

It is strange that you say everything is working ok, because I am getting dropouts. However, hopefully new router will solve problems. Could you please confirm that this will be free of charge?

Re: Replacement router request

siphosethu-TT — Thu, 01 May 2025 09:59:05 GMT

Yes, it will be free of charge. Thanks

Re: Replacement router request

SueR1234 — Thu, 01 May 2025 15:44:24 GMT

Great! Thanks

Re: Replacement router request

siphosethu-TT — Thu, 01 May 2025 15:57:18 GMT

You are most welcome. Thanks 😇