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Broadband help

For queries about your TalkTalk broadband service.

Old Router - Huawei HG633 low speeds

Termickb
Visitor
Private Message TalkTalk
Message 9 of 9

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

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8 REPLIES 8

Message 1 of 9

Good afternoon,

 

How are you getting on?

 

Thanks

 

Michelle

 

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Message 2 of 9
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Message 3 of 9

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

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Message 4 of 9

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

Gliwmaeden2, a fellow customer.
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Termickb
Visitor
Private Message TalkTalk
Message 5 of 9

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

Message 6 of 9

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

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Debbie-TalkTalk
Support Team
Staff
Private Message
Message 7 of 9

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

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KeithFrench
Community Star
Private Message TalkTalk
Message 8 of 9

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.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they?