Hi Lee, welcome to the community your post has been flagged for assistance and you should hear during the day. In the meantime please check your community profile and add your landline phone number if necessary it is used to identify your account please don't post personal details here.
Which router do you have, It'll be on the underside of the router.
Don't despair this is generally an easy fix with a quick firmware upgrade.
Hi Lee, thanks for the info try looking in the my account section usually a phone number can be found there, if not just add your account number to the community profile in the personal profile, private notes section, sorry it is a bit fiddly but....
Failing that I'm sure the team will find a way.
I'm sorry to hear this.
I've checked and your router has the latest firmware version.
I can send a replacement HG633 router for testing, would you like me to arrange this?