Router out of date

[pbrown48]

Last year I was informed by e-mail that my broadband router was out of date and that you would contact me later about a replacement. I have heard nothing more since then so is it possible to send me a more up-to-date broadband router now to replace the old Model HG633 that you sent me Free of Charge about 10 years ago? The replacement needs to be compatible with COPPER Broadband if you still have these, NOT just Fibre. Since a few weeks ago I have experienced momentary network interruptions, “Couldn’t download - Network issue”, which might be caused by the aging router, I do not know. If you can send the replacement by tracked delivery that would be helpful. Thank you.

[mandisa1-TT]

Thank you. Does the problem occur everywhere you try and use the Wi-Fi, or just in certain parts of the house - for example upstairs, or outside the house?

[pbrown48]

No I do not have any of those.

[mandisa1-TT]

Thank you so much for providing that information. Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

[pbrown48]

The speeds if anything are slightly faster than they used to be but there are occasional dropped connections. Both of these changes, the faster speeds and the interruptions, began on or about 20 December last year, if that helps.

[mandisa1-TT]

Awesome. Just to confirm are you experiencing a dropping connection or is it slow speeds?

[pbrown48]

Yes I am at home now.

[mandisa1-TT]

Are you messaging us from home?

[pbrown48]

 Can we please complete diagnostic checks to detect if there is a fault?

Yes please.

[mandisa1-TT]

Hi there @pbrown48 .The Communication sent out advised customers would need to purchase the equipment if they wanted to upgrade to a new router. Can we please complete diagnostic checks to detect if there is a fault?

[pbrown48]

Thank you.

As I said at the beginning, it might not be the router that is causing the brief interruptions, but unless I try a new one I shall never know.

In any case it would be advisable for me to have a new router because of what I was told last year, as below.

Equipment Update

We also need to inform you that your router is no longer supported by the manufacturer with software and security updates. Your device is currently working and will continue delivering WiFi and service as normal. We continually monitor the security and performance of all devices, so you can keep using your equipment even though it will no longer be able to receive further automatic updates. We will be in touch again soon with further details on how you can get devices which are still supported by the manufacturer with software and security updates, if needed.

[amahle-TT]

I have accessed your account, and I do see that you have a legacy package. in order for you to get a new router at no additional cost we should explore the option of upgrading the current package.

[amahle-TT]

Thank you for confirming

[pbrown48]

Yes thank you. I can respond here now so please delete the duplicate.

Just to repeat my reply to the original question:

The error message only appears occasionally so I am able to use the internet normally otherwise.

[amahle-TT]

@pbrown48 I can see that your conversation has been duplicated, kindly confirm if you are able to respond now.

[nambuso-TT]

@pbrown48 Before proceeding, I want to confirm that you mentioned getting an error message stating "couldn't download - network issue." Just to clarify, are you able to use the internet for other activities, like browsing the web?

[nambuso-TT]

Hi there @pbrown48 I am very sorry to hear this. I will look into this for you.