topic Re: Please can i get a new router as replacement for a super router in Broadband

Please can i get a new router as replacement for a super router

JaneSt — Fri, 05 Dec 2025 18:40:41 GMT

I have a very old Super Router DSL-3782 which is no longer supported or secure according to your emails. I haven't had a new router from you since this one in 2018 so please could i be sent a new one e.g the wi-fi hub please?

Re: Please can i get a new router as replacement for a super router

KeithFrench — Fri, 05 Dec 2025 20:42:24 GMT

Are you having problems with your router & if so what?

You should can buy a new one for £80.

Just because it's out of date and support doesn't mean it will not work. Informing you of obsolete equipment is an Ofcom regulatory requirement.

If, though, you are in the last 4 months of your contract, or out of contract, you can phone the Better Value Team to renew and as part of that renewal, request a new free router.

If you wish to discuss a renewal, please call the Better Value Team (Old Loyalty dept) on 0345 1725157.

Opening hours:-
Monday to Friday 9AM to 7PM
Saturday 9AM to 6PM
Sunday Closed.

Re: Please can i get a new router as replacement for a super router

Mandisa-TT — Mon, 08 Dec 2025 07:01:45 GMT

Hi @JaneSt can you elaborate on what issue are you experiencing with your router.

Re: Please can i get a new router as replacement for a super router

JaneSt — Tue, 09 Dec 2025 09:36:55 GMT

Hi Mandisa, I am not having issues as such but my old router is not supported anymore and could have security implications according to your emails. That is worrying. I was never sent a new router when I last renewed and it is now very old. As I have been with TT for many many years I am hoping I could be sent a new router as a show of goodwill and to put my mind at ease. Thankyou, Jane

Re: Please can i get a new router as replacement for a super router

Mandisa-TT — Tue, 09 Dec 2025 10:08:45 GMT

Thank you for reaching out and expressing your concerns about your router. I understand how important it is to feel secure with your internet equipment. I want to reassure you that just because a router is outdated, it does not mean it will stop functioning.

While our policy typically limits sending routers free of charge in the absence of technical issues. To receive a new router, you would need to recontract/upgrade your package since you are out of contract. Alternatively, we can explore available options for a discounted price, which would allow you to upgrade your equipment while ensuring your internet connection remains secure.

Your long-standing loyalty to our service is greatly appreciated, and I want to assist you in any way I can. Please let me know how you would like to proceed, or if you have any other questions or concerns.

Re: Please can i get a new router as replacement for a super router

JaneSt — Tue, 09 Dec 2025 10:23:50 GMT

Hi, thank you for your reply. I am not inclined to recontract at the moment and It is a shame TT can’t send out a new router free of charge after so long being a

loyal customer.

Please let me know the available options for a new router at a discounted price please.
Thankyou , Jane

Re: Please can i get a new router as replacement for a super router

Mandisa-TT — Tue, 09 Dec 2025 10:27:44 GMT

Thank you for your prompt response @JaneSt . I understand your position regarding recontracting.

I'm pleased to inform you that we can offer you the Wi-Fi Hub at a discounted price of £60.00.

Re: Please can i get a new router as replacement for a super router

JaneSt — Tue, 09 Dec 2025 14:20:57 GMT

Thankyou for your time and info and Ito let you know that I have now resolved this a different way.
Many thanks.

Re: Please can i get a new router as replacement for a super router

Mandisa-TT — Tue, 09 Dec 2025 14:23:29 GMT

@JaneSt I’m glad to hear that you’ve resolved the matter.

I also noticed that you upgraded your package during your call, which is great news! If you have any questions about your new plan or need further assistance, please don’t hesitate to reach out.