topic Re: Router no longer supported email in Fibre

Router no longer supported email

Poppy24 — Fri, 07 Mar 2025 14:37:28 GMT

Hi, I have just received an email about my router no longer being supported for security or firmware updates. Can you supply me with a new router please. Thanks A..

Re: Router no longer supported email

fr8ys — Fri, 07 Mar 2025 14:57:17 GMT

I suspect it's spam as I'm not aware TalkTalk would send such an email. If a router was unsupported they would probably just send you a new one, but it's not routinely done.

Was this purportedly from TalkTalk?

Can you hover over the sender's address. Is it a TalkTalk email address?

If so does it include a person's name?

Also, to clarify, which router do you have.

Re: Router no longer supported email

Poppy24 — Fri, 07 Mar 2025 15:11:14 GMT

Router HUAWEI HG633

Email informing me of price increase in April plus the info on my router. Message came to my talktalk email with my name, it does say they will be in touch soon about how to get a new router but thought I would post on here ( did try chat but no luck ) . Thanks

Re: Router no longer supported email

fr8ys — Fri, 07 Mar 2025 15:24:54 GMT

Ah ok. I haven't seen a mail like that.

I'll let support staff advise if they can help or if you need to wait as per the mail.

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: Router no longer supported email

Gliwmaeden2 — Fri, 07 Mar 2025 16:05:58 GMT

Huawei seems to have fallen out of favour - they no longer supply the Huawei hub, @Poppy24, and that hasn't had updates for many months. The other models are older, so it must be that they are catching up with the backlog of out of date [therefore vulnerable] equipment.

It will be after the weekend now before you get a reply from staff.

Re: Router no longer supported email

Draxster99 — Fri, 07 Mar 2025 18:46:46 GMT

I have also received an identical email 're price increase and router no longer security supported. Said they would be back in touch how to get a compatible router. I am suspicious. Can Talk Talk confirm

Re: Router no longer supported email

ferguson — Fri, 07 Mar 2025 18:48:58 GMT

Check the full sender details. If the message included some personal details and did not include any dodgy looking links then it is probably genuine.

Re: Router no longer supported email

Poppy24 — Sat, 08 Mar 2025 04:51:03 GMT

Updated profile

Re: Router no longer supported email

Debbie-TalkTalk — Mon, 10 Mar 2025 07:40:44 GMT

Morning @Poppy24

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

Let us know how the connection compares with the new router.

Thanks

Debbie

Re: Router no longer supported email

Poppy24 — Mon, 10 Mar 2025 07:51:06 GMT

Morning, thankyou for your help...

Re: Router no longer supported email

Debbie-TalkTalk — Mon, 10 Mar 2025 08:07:05 GMT

Hi @Poppy24

You're welcome 🙂

Debbie

Re: Router no longer supported email

Debbie-TalkTalk — Mon, 17 Mar 2025 07:05:09 GMT

Hi @Poppy24

Have you received the router?

Re: Router no longer supported email

Poppy24 — Tue, 25 Mar 2025 14:16:39 GMT

Hi, router received and working fine. ( sorry for late reply )

Thanks

Re: Router no longer supported email

Karl-TalkTalk — Tue, 25 Mar 2025 14:17:37 GMT

No Problem 🙂

Thanks for confirming.

Karl

Re: Router no longer supported email

inkie — Tue, 25 Mar 2025 19:09:33 GMT

These seem to be genuine emails- I have a Huawei router branded TalkTalk by the looks of it and have also received the same email as the original poster. It landed in my spam folder last week so I ignored it but it has been followed up with a postal letter received today. Zero info in the email or letter to tell customers if TalkTalk will be automatically replacing the router with one that is supported or if I need to request a replacement.

Re: Router no longer supported email

ferguson — Tue, 25 Mar 2025 19:35:37 GMT

@inkie

If you would like the support team to look into this for you then please start your own topic.

Re: Router no longer supported email

fr8ys — Tue, 25 Mar 2025 19:55:30 GMT

More information can be found here.

https://community.talktalk.co.uk/t5/Articles/Telecoms-Security-Act-Unsupported-Devices/ta-p/3102538

Re: Router no longer supported email

inkie — Tue, 25 Mar 2025 21:00:44 GMT

Thank you for the link info - would have been useful if TalkTalk had included an explanation in the communication.

Re: Router no longer supported email

ferguson — Tue, 25 Mar 2025 21:12:34 GMT

@inkie

It doesn't alter the fact that you need to start your own topic if you want help from the support team e.g. a replacement router.

Re: Router no longer supported email

inkie — Tue, 25 Mar 2025 21:25:58 GMT

Thanks Ferguson, I wasn’t trying to jump on someone else’s thread to request support for myself, I was simply confirming multiple customers are getting the same email so people know it’s not a spam email.