FIbre Support

Get expert support with your Fibre connection.

Showing results for 
Show  only  | Search instead for 
Did you mean: 

New router problem

First Timer
Message 4 of 4

Hi, not sure what to do so i'll post here.


My old router broke and talktalk sent me a new huawei HG633. Now sometimes my devices randomly disconnect or slow down so much i cant watch an online video. I had no issues with the old one.


I spoke to online chat and ended up wanting to send an engineer with a callout charge of £40. I insisted that this is a router problem but the advisor would only offer an engineer and didn't want to know anything else I said. Was a strange feeling, like talking to a program.


Well, I was never given the new wifi hub after upgrading to faster fibre last year and feel this would fix the problem as this new router I was given is poor quality.


So not very happy atm, wanting me to pay £40 for an engineer, that could go towards a new router, that I should have got for free anyway. Leaving me with little options than to start thinking of leaving talk talk.




Message 1 of 4

Hi  @DJ_Dodgy


I will send you a new router, and a returns bag for the old one,  The reason an engineer has been suggested is line tests are showing a bridge tap on your line, this is usually star wiring in your property, this will slow your connection as the wiring is usually outdated.  




Support Team
Message 2 of 4

Hi @DJ_Dodgy


I will look into this for you and get back to you. 





Community Star
Message 3 of 4

Assuming that you connect wirelessly I can probably solve this for you. However, as you were promised a WiFi hub which never materialised, I have asked one of TalkTalk's OCEs to pick your thread up and investigate what has happened to the hub order.

The forum is not real-time 24/7 support, so depending on how busy they are & how many are working at any one time, this can take 24 - 48 hrs (excluding weekends & limited cover on Bank Holidays). Alternatively, you can call the call centre or use online chat. The posts are responded to in time/date order, oldest first. So the fewer entries you make on your thread now, the sooner they will pick it up.

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 then click 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.

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?