New router

[3Hawkstwo]

Back in march I recieved a message from TT saying that the old router I have had for the last 10 years or so is no longer supported by the manufacturer. How do I go about being sent a more up to date model, I am sure after all this time a more recent model is appropriate.

Many thanks

[fr8ys]

@Helphelp2 

Hi,
Please start your own thread as each case is considered unique and it is easier for support to be given to one person per thread and also less confusing.
To start your thread click the Browse button, then Help With Your Service and select the appropriate category. You will then see a Blue Button "Start A Topic"
Please also note that you should only post back on that thread and not start another on the same topic as multiple posts cause delay to you and others seeking help.
Thank you

[Helphelp2]

I too had the message advising me to update my router, I clicked the button as suggested and assumed I would be sent a new router compatible with my set up (part fibre but copper cables at the end). I was sent a new router but it was for a full fibre set up. I tried to call and chat but the machine who answered me couldn’t understand I’d been sent the wrong router for my set up. After several days, and more emails raising a complaint, I managed to get a new router sent to me. I spent and hour today disassembling my current router and fitting the new (using all the new cables and telephone connection filter) only to discover that the new router connected to Wi-Fi but failed to connect to broadband, constant orange flashing light. The advice in the booklet was to go to online advice. But (you’ve guessed it) without any broadband I could access the internet or view the site. I disassembled the new router set up and reinstalled my old one (another wasted hour) and accessed the site that gave me no additional information than I already had!!! Still unable to get the new router up and running and I am at a loss what to do next? So I’ve sent another email asking for help…

[kanya-TT]

Hey there, @3Hawkstwo. Please advise us when you are at home, we will run checks for you.

Kanya

[ferguson]

If you would like the support team to look into this for you make sure that your personal details including TalkTalk phone number or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

[3Hawkstwo]

My internet connection drops frequently, especially when multiple devices are using Wi-Fi. This is disruptive to my daily work and streaming activities. I am also concerned that as this router is no longer supported there may be security issues either now or in the future.   As I said in my first post, my current router is over 10 years old and I fear it is coming to the end of its useful life and not providing the best service.

[fr8ys · Accepted solution]

The notification was a legal requirement to let customers know that the router is no longer supported nor supplied by them any longer.

It will continue to work ok.

If, however,  you are having issues with it, please explain what these are so support staff can look into and decide what action is appropriate.

Thank you