Email from TT saying an update to your system..

[GBy1231]

Today I received an email from TalkTalk headed, 'an update to your system'.    It looks genuine, but...   It says that TT recently wrote to me telling me that my router would no longer receive software and security updates.  As promised they were getting in touch with updates available to me.  I can keep my old router if I am happy with it, or I can purchase a new one at £80.  I did not get a previous email and so this was a surprise.   I could not find any emails in spam, trash, Webmail or anywhere else.    I did not click on any links, but tried to find out information on the internet and also went into 'My Account' to see if there was anything about this there.    Nothing.  

Is this genuine?  If so, where do I find anything about this and details of the router etc. 

I am happy with my router at present, but if there is a vast improvement with a new one, then I may consider it - However, I would need cast iron assurances that my package would not change and there would be no increase in payments (apart from the normal annual one). 

If it is not genuine, then I need to report this to TalkTalk and alert others!

Incidentally, I have been receiving masses of spam 'TT' emails to my tiscali address about various things (being cut off, closed down, etc)  so am doubly wary.    They all get put into spam and deleted. 

[kanya-TT]

Hey there, @GBy1231 , please note that if you do not upgrade your equipment or recontract onto a new package, your current services may not meet the new TSA guidance. This could affect the reliability of your telecom services in the future as you will no longer receive automatic software and security updates once the equipment has stopped being supported.

Please note this is a Ofcom requirement affecting all telecoms providers so we must comply with making customers aware of the new guidance. 

There is no requirement to upgrade if you’re happy with how your current equipment is performing. However, we can take a look at other packages with newer models of equipment to see if this is more suitable to your needs. 

Customer network or data will not be immediately at risk as we will continue to monitor the security and performance of all devices.

Kanya

[GBy1231]

Thanks everyone.  Email appears to be genuine and I don't have to worry too much about updating router at the moment.  However, where do I find details of the router that would be sent and also if it changes anything on my contract, which is fibre 35  phone and broadband package, ending early 2026!   The advice you gave suggests waiting a while if all good my end.  The email about this change does not give very much information, or appear to make it clear if it affects current live contracts.  (perhaps the original one I never received did?).    I am sure in the future I will have to do something different but for now I hope I can keep everything as it is.

[fr8ys]

@GBy1231 

As @mandisa1-TT confirms the email is legitimate.

I understand though, if you wish to leave it for a while, once you are within the last 4 months of your contract, you can renew early and then get an upgraded router for free.

I'd suggest you phone the loyalty team at that time to get the best deal and make certain you request a new supported router at the same time.

You can find your contract end date within My Account, so you can consider your options.

If you go down that route, phone 0345 172 0088

Opening Hours can be found here - https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529#

[mandisa1-TT]

I can confirm the mail is indeed from us, as we are currently sending communication regarding this. This is part of our compliance with the Telecoms Security Act (TSA)—a government initiative to strengthen the security of telecom networks. If you do not upgrade your equipment or recontract onto a new package, your current services may not meet the new TSA guidance. This could affect the reliability of your telecom services in the future as you will no longer receive automatic software and security updates once the equipment has stopped being supported.
 

Please note this is an Ofcom requirement affecting all telecoms providers so we must comply with making customers aware of the new guidance. 

There is no requirement to upgrade if you’re happy with how your current equipment is performing. However, we can take a look at other packages with newer models of equipment to see if this is more suitable to your needs. 

Customer network or data will not be immediately at risk as we will continue to monitor the security and performance of all devices.

[fr8ys]

I have seen this text on another post and did click the link that then said the router has been ordered. I was not required to put anything else in or give any personal information.

It gave me the option to cancel the order if I had clicked by mistake and then said your order has been cancelled.

I've raised this with the forum manager to see if it's legitimate, but it seems it might be, especially if it's addressing you by name.

I'll post back when I get an answer but support staff may be able to answer quicker.

@kanya-TT do you have any thoughts on the legitimacy of this mail or able to find out please as we are now seeing a few such posts?

Thank you.

[GBy1231]

I have no idea how to do a screen shot on my pc, but copy the body of the email here.    I have just seen another post about this on 'Broadband' forum.    

It has my Christian name and the TT email address looks ok.   Being cautious and checking it out though.   

We recently wrote to you, advising that your broadband router will no longer be able to receive further software and security updates. As promised, we're now getting in touch again with an update on the options available to you.

If you're still happy with the performance of your current device, you can continue to use this, in which case there's nothing further you need to do.

If you want to update to the latest device to get the best from your broadband service, you can do so by clicking the link below. The cost of a new Wi-Fi Hub is £80, which would be added to your next bill*. To purchase a new router click below, and we'll process this order for you.

Click here to order a new router

Even though devices will no longer be able to receive further software and security updates, we continually monitor the security and performance of all devices – so you can keep using your current equipment. For more information, click here.

Your TalkTalk Team

[fr8ys]

I understand it may be genuine, but that it only really applies if you have more than 4 months left on your contract.

If you are within 4 months, then you can renew early and request a new router as part of the deal.

Your router will continue to work and advising it is no longer supported is a regularlatary requirement 

If you are happy with the performance my personal advice would be to wait until you are within 4 months of renewal and then phone the loyalty team for a good deal and make certain a new router is part of the deal.

Of course, if you are experiencing issues with the router then please post back with details so that support staff can look into and advise.

[kanya-TT]

Hey there, @GBy1231. Please show us a screenshot of this.

Kanya