£80 for a router

[RL1010]

Talk Talk asking an 80 year old lady who lives alone for £80 for a new router as current one will not be able to receive updates including security updates. Who owns the router us or talk talk? Am I wrong to think this upgrade should be provided as its a security issue? 

[siphosethu-TT]

Any out of warranty equipment will no longer receive automatic software updates but please be reassured that this does not mean that the device isn’t secure or not performing, as we will continue to monitor devices for security vulnerabilities.

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*New WiFi Hub 3 Router: £80 (30% off)

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Depending on the equipment that requires updating, the customer will either receive a link in their email communications or be directed to MyAccount to upgrade. The email link will guide them to a form which will capture their intent to purchase new equipment, and the price will automatically be added onto their next bill.

Why Upgrade?

WiFi Hub 3: Stronger, faster, more energy-efficient, and mesh-ready.

Boosters: Seamless whole-home coverage with a single network ID—no more dead zones.

If you do not upgrade your equipment or recontract onto a new package, your current services may not meet the new TSA guidance. This could affect the reliability of your telecom services in the future as you will no longer receive automatic software and security updates once the equipment has stopped being supported.

Please note this is a Ofcom requirement affecting all telecoms providers so we must comply with making customers aware of the new guidance.

There is no requirement to upgrade if you’re happy with how your current equipment is performing. However, we can take a look at other packages with newer models of equipment to see if this is more suitable to your needs.

Customer network or data will not be immediately at risk as we will continue to monitor the security and performance of all devices. Thanks

[ElleGee]

And in another thread, of the same context (currently 3 active I believe), 1 of the advisors said that TalkTalk are not aware of the request that has been emailed to us & to send the received email to the phishing address, which I have done

[siphosethu-TT]

It's @RL1010 who's connected so don't worry about it, I'm currently speaking to him as we speak thank you fr8ys. Thanks

[fr8ys]

@siphosethu-TT reading this thread I don't think @ElleGee is connected to the person @RL1010 is contacting us about.

Admit it's confusing but @ElleGee  does say she is separate from the 80 year old lady.

If that's the case @ElleGee and you have your own issue please start your own thread. Thank you.

[siphosethu-TT]

That's great, since I'll need account information will take this conversations to PMs. Thanks for the help @ElleGee. Thanks

[RL1010]

I do have authorisation, happy to be contacted

[siphosethu-TT]

Thanks for all the help, we do appreciate all the help as we get, and I would be really grateful if you we're able to get someone to contact on her behalf so we're able to get the issue resolved as soon as we can.

[siphosethu-TT]

I need them to contact with the account details available with them and will see what we can do please. Thanks

[ElleGee]

@RL1010 

[siphosethu-TT]

I need someone who has access to the lady's account so we're able to have this looked into, they'll need to have access to the account so we're able to gain access and have this looked into. This is due to the fact that I need account information and such so we're able to see where we can help. Thanks😇

[ElleGee]

I am separate to the 80 year old lady. Thanks

[ElleGee]

It is my account

[siphosethu-TT]

Hi there @ElleGee, please elaborate on the issue whether you have access to the lady's account so we're able to have this looked into as soon as possible. Thanks

[ElleGee]

In 21 years of being a loyal & dependable customer, I too have received this email.

In all those years, I have always been issued a new piece of equipment when my current one was becoming obsolete/unsupported, with no extra cost.

£80 is not acceptable on top of the payments we make monthly.

[fr8ys]

Hi,

Do you have authority to discuss thid from the account holder and are TalkTalk aware of such authority?

Of not the may well be GDPR issues in staff discussing this with you as they would be breaching confidentiality by doing so.

If you are able to, I suggest the customer start their own thread within the forum and ask the question.

For info it would be a help to know under that thread, if the customer asked for a new router, or if TalkTalk offered one.

The notification was purely regulatory and legally required to let customers know when equipment is no longer supported. It does not mean its faulty and needs replacing.