Old Router - Huawei HG633 low speeds

[Termickb]

Hi.

We currently have a old huawei router - HG633. we have had this for ,many years and when i managed to speak to someone on the phone from the talktalk team beginning of this year, they said this was the newest and best router they have(i am not tech savvy but my daughter has informed me that it is actually a very old router)

The download speed frequently falls to below 3.2mbps and we have to reset everyday to try and reboot it and quicken the speeds. This some times does not work.

It also falls under my guaranteed speed so how do i go about speaking to someone about this?

How do i also speak to someone about ordering a new router hopefully free of charge as over the phone is near enough impossible.

kind regards

[Michelle-TalkTalk]

Good afternoon,

How are you getting on?

Thanks

Michelle

[Debbie-TalkTalk]

Hi @Termickb 

Have you received the router?

[Debbie-TalkTalk]

Hi @Termickb 

Thanks for updating your Community Profile 🙂

The replacement router is on its way, please allow 24-48hrs for this to arrive.

Please let us know how you get on.

Thanks again.

Debbie

[Gliwmaeden2]

It will now be after the weekend before staff reply, @Termickb.

[Termickb]

Thanks for the replies. i have updated my details now. thank you.

[Debbie-TalkTalk]

Hi @Termickb 

Do you still need help with this?

I can send you a replacement router. Please can you add your name and TalkTalk landline number to your Community Profile.

Thanks

Debbie

[Debbie-TalkTalk]

Morning @Termickb 

I can send you a replacement router. Please can you add your name and TalkTalk landline number to your Community Profile.

Thanks

Debbie

[KeithFrench]

That router is very old. I have asked one of TalkTalk's support to pick your thread up and update it for you FOC.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture and then clicking on "My Settings" followed by:-


Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.