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Router issues and low speed after Fibre 65 upgrade


I have recently extended my contract and upgraded to the fibre 65 but did not receive the free wifi hub that is meant to be on offer with this package.


I am still only receiving download speeds of around 35mbps which was the same on the previous fibre 35 package, despite our upgrade and price increase.


Our old router (HG633) fails to establish a connection in several rooms in the house including the entire upstairs and the speeds have not improved post upgrade even when stood right next to the router.


Could we please be sent a replacement black WiFi hub as is supposed to be standard with the Fibre 65 package? 



Community Star

Hi @cfrazher,


When you upgrade you will not normally be sent a new router unless your existing router does not support the package you are upgrading to.


Have you checked the sync speed that you are getting on your router. If this has increased to speeds of over 40mbps then have you tried switching the router off for over 30 minutes, then when you switch it back on it will start a new 'session' in the street cabinet, this can sometimes help get your speed test results up to something closer to the sync speed.


The TalkTalk staff on this community will also be able to help, they will hopefully be able to respond to this post within two or three working days. You may get faster support from the live chat or by phoning up during opening hours.


If the staff did think there was a problem with your current router they would be able to arrange a replacement for you.


Thank you for your reply.


I have checked the sync speed and even that is only reaching around 42mbps each time I look.


I have now reset the router and left it off for over half an hour as advised, but the speed has not been affected.


The main issue is still that there is no connection possible in some parts of the house, which is probably the range of the router, and I would like to test it with a WiFi Hub, as is supposed to be standard with the fibre 65 deal that I'm on.

Community Team - TT Staff

Hi cfrazher


Apologies for the delay.


I have ordered you a replacement router, please allow 24-48hrs for this to arrive.


Let us know how the connection/speed compares with this router.