HG635 Replacement

[CarmenKane]

Hi,

I've got a HG635 which frequently drops connection.  I called support yesterday and requested a replacement, but was told in no uncertain terms that this wasn't necessary and if I wanted a new router it would cost £80.

Is this the case?  The HG635 is no longer supported and is getting quite old, am I stuck with it until I change providers?

Thanks!

[nomfezeko-TT]

Thank you for your update regarding the line test. I'm glad to hear that an engineer will be visiting tomorrow to investigate the fault. We hope this will resolve the issue promptly.

Regarding your contract renewal and the router refresh, I understand that it can be difficult to keep track of these details. Typically, a router refresh may be included as part of a contract renewal, but it can vary based on the specific terms of your agreement.
 

I recommend checking your contract documents or any communication you received at the time of renewal for details about the router refresh. If you need further assistance or clarification, please feel free to reach out, and I’ll be happy to help.

-Fez. 

[CarmenKane]

Thanks for your reply.

I've just run a line test and it did find a fault which I have an engineer visiting tomorrow to investigate.  So hopefully that should resolve the issue.  

I renewed my contract about 6 months ago, and have 12 months left.  I cannot remember anything about a router refresh.

[fr8ys]

Did you receive an email recently with options to keep the existing router, or purchase another?

The £80 charge applies if you wish a new one now and are under contract with more than 4 months remaining, or not under contract.

I understand though that if you are within the last 4 months of your contract, or not currently in a contract, you can re-contract early, and at that time request a new router as part of that contract. It's then free of charge (may be a delivery charge). You need to ensure you ask for this so phone the loyalty team / better value team for the best deals.

If the router is faulty though and after tests is found to be, then again I understand a replacement will be sent.

The router will continue to work though, and the notification that it is out of support is a regulatory one imposed by Ofcom.

If you are experiencing issues and want this looked into then please state the issue in full, giving times of dropouts if possible and what you have tried to rectify the issue such as performing a pinhole factory reset.

Staff will then perform checks on your line as this may be the issue rather than the router and also check your router logs and performance etc. remotely.