Huawei HG633 issues

[JLJLJL]

Hi,

Can I check if when I upgraded to Fibre 65 should I have been sent a new router as I'm still using the one I've had for many years and I think it is the reason I am having issues with my internet connectivity all the time.  I've tried to log into my account today but it's not uploading and just keeps spinning etc which happens often.  My TV often won't load programmes or it takes forever so I'm assuming this is to do with my old router? 

Can you advise please?  My account number is Account number removed .

Thank you.

Jan

[Gliwmaeden2]

It would always be exchanged if the current router is not working  - staff just need to diagnose what is actually causing problems with a service first of all. It's not always the router that is the issue.

That's why customers needing support are always asked to start their own thread. 

Closing this topic to new posts, as staff are dealing with this elsewhere and it's not supposed to be in their workflow now.

[steve_x99]

I had problems with my Huawei HG633 after upgrading to Fibre 65 FFTC.
It kept dropping connections (wifi and wired) when several people at home were using the internet.
TalkTalk sent me a new router Sagecom FAST 5364 which fixed the problem.
They gave me the new router for free.

Hope that helps.

[mandisa1-TT]

Thank you so much for the support @KeithFrench and @Gliwmaeden2 

Hi there @JLJLJL I will be closing this thread as it is a duplicate,  you have sent a PM and my colleague is assisting you there.

[JLJLJL]

Yes the contract is misleading as you say.  Thanks for all of your advice.

[Gliwmaeden2]

They won't replace a router unless it's developed a fault, or if it's not receiving firmware updates AND you are within 4 months of the end of contract. If you renew then, they'd replace it with their latest router, @JLJLJL.

They are charging £80 to replace the routers that still work (but aren't getting updates) if you want it changed before then.

If it doesn't actually work, they'll replace it anyway, but they need to establish whether any problems you are having are to do with the line between your house and the cabinet  / exchange; internal wiring in your house OR the router.

They'll need you to be at home to run through their checklist. 

The contract always states a router is included, which is somewhat confusing, as, when challenged about it, they have always said it's not replaced if the one you still have is working fine and is up to the job.

[JLJLJL]

Hi I have FTTC.  How do I check how old my router is please?  I can't seem to find this info anywhere..  I'm sure I've had the same router for quite sometime and I believe this can cause issues.  My contract does state a router is included but I wasn't sent one in April 2022 when I upgraded to Fibre 65.  I then renewed again in April 2024.

Thank you for your help.

[Gliwmaeden2]

Is your router plugged in at an Openreach master socket,  @JLJLJL or did a new set up get put in with a completely different box on the inside wall?

You have FTTC if you still use the ordinary landline for phone calls and the traditional mastersocket in the wall.

See if you can identify which of these you have:

https://help-centre.talktalk.co.uk/Broadband/Manage_my_network_and_devices/Your_guide_to_main_phone_...

Full Fibre would be a different set up and you would need a different router, particularly to accommodate a different way to connect a phone:

https://help-centre.talktalk.co.uk/Broadband/Find_info_or_guidance_about_my_product/All_about_your_F...

Check also the description of your package in My Account and any contract emails sent at the time. 

If you simply have fibre to the cabinet you would not inevitably need an upgraded router. Staff will check your line first of all when they are back on here after the weekend, before checking the router, but it will be helpful if you can check which socket you have. 

[JLJLJL]

Sorry I've no idea how would I find this info out? would it be shown in my account? I've just been on the TalkTalk website to check if full fibre is in my area but an error message just appears.

[KeithFrench]

Hi @JLJLJL 

How is the Fibre 65 delivered to your property? Is it still via FTTC with the existing copper wires to the house, or is it over Full Fibre?

[JLJLJL]

Hi Keith it was April 2024.

[KeithFrench]

When did you renew your contract? How is the Fibre 65 delivered to your property? Is it still via FTTC with the existing copper wires to the house, or is it over Full Fibre?