Old router?

[Vickytom]

Hi all,

I have been a customer of talktalks for many years. My current router is the HG633 model.

I've had issues with speed and connectivity for about 2 years but each time I speak to someone they sa there's no issue. 

I thought it may have been the house I lived in but have since moved 15 mins away and still have issues, and they connectivity is somewhat worse!

We often use 4g as we find is quicker than the Internet provided buy talktalk.

Do you think the old router is the problem? I've asked advisers when I've rung if they would replace it and I was told no.

Any advice greatly appreciated 

[Michelle-TalkTalk]

If you click on Community at the top of the page, then help with your service, then broadband and then click on the start a topic button in blue towards the top.

Thanks

Michelle

[ferguson]

@FranB4-ok 

Click on the blue Start a topic button near the top of the page here. 

[FranB4-ok]

How do you select a topic? Help!!! Not a tech person at all and find it hard navigating on here! Help.

[Michelle-TalkTalk]

Hi @FranB4-ok 

Please can you create your own topic and we can look into this further for you.

Thanks

Michelle

[FranB4-ok]

Hi there,

I am also experiencing poor speeds and get buffering. 
I have one plugged in and another one, not sure which is the most up to date box?

lights flashing on box all the time, is this normal?

Not a tech person so find it all very confusing.

 

 

[Debbie-TalkTalk]

Hi Martha29

Please can you create a new topic on the Community, we can then take a look at this for you.

Thanks

Debbie

[ferguson]

@Martha29 

This is a very old thread. If you start your own topic then the support here will be happy to help. 

[ferguson]

@Martha29 

This is a very old thread. If you start your own topic then the support here will be happy to help. 

[Martha29]

1. Hi I have had the same problem. The only way to resolve it is to switch the router off and on again which I now need to do on a daily basis. A Google query suggested that my router is on its way out. It is 8 years old. I have asked TalkTalk for a new router but they would not give me one. I think they must have a policy not to give new routers out to old customers. I have an old alternative but to change into net providers now!

[Michelle-TalkTalk]

Good morning,

How are you getting on?

Thanks

Michelle

[Chris-TalkTalk]

Router order seems to be going through OK. It will hopefully be dispatched today in which case you should receive it tomorrow or Monday

Chris

[Chris-TalkTalk]

I'm sorry, it doesn't look as though the router has been dispatched yet so I've re-ordered one. I'll check again later to make sure that the order is progressing

Chris

[Vickytom]

Hi Chris,

Will I receive any email confirmation to say the new router is on the way?

Thank you

[Chris-TalkTalk]

I'll order it now, it should be with you within a couple of days

Chris

[Vickytom]

Hi Chris,

That would be great. Thank you very much. How would it take to get here please?

[Chris-TalkTalk]

We can send another router to  test with, would you like us to arrange this?

Chris

[Vickytom]

Is there a way I can increase the speed to my devices without me paying for an engineer please?

[Vickytom]

 this is what we get at the moment. 

[Chris-TalkTalk]

The charges would only apply in the circumstances outlined in the help article. If you do change your mind just let us know

Chris

[Vickytom]

Thank you for getting back to me quickly.

I'm unable to afford the charges sorry. I'll have to leave it as it is and just use the Internet in 2 rooms downstairs. 

[Chris-TalkTalk]

Potential engineer charges are explained here - Engineers charges

We can usually get an appointment next working day or the working day after. Could you provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

Thanks

Chris