Out of date router

[AnnSi]

Got an old Huawei router that has bricked.  Spoken to customer services and they are going to send a new power cable thru to see if that fixes it but I was wondering if I could just get a new router as mine is very old.  Have been with talk talk for years and don't want to go thru weeks of no internet trying to fix if I can just get a new one.  Not sure if I got right package forum as I can't access my talk talk information just says unavaible

[mandisa1-TT]

I have sent you a Private message, as I require you to confirm some personal details.

[mandisa1-TT]

I am sorry @AnnSi we are unable to send out equipment if we have not detected any issues with the current one. The router you have is compatible with the package you are on, if the Power adaptor does not resolve the issue, we will be able to order a replacement router.

[AnnSi]

Was told within 2 weeks.  But if it's  3 days not so bad but if  I'm not eligible for a new router unless mine is broken  after being with talk talk for so long I guess I'm looking for a new provider when my contract runs out.  Thank you for your help anyway

[mandisa1-TT]

I understand and sincerely apologize for the inconvenience caused, however in order for the router to be sent out free, the checks need to detect the fault with it and looking into your account the checks recommended a power adaptor to be sent out to you, I can see you were advised it will be delivered within 2-3 working days.

[AnnSi]

I have a Huawei hg633 which I believe is 10 years old and I have been told by customer support it will be aa week or 2 for the cable and then another week or so if that doesn't work and I will have no internet for a almost a month over Christmas and new year.  Is there no way I can just skip to the router seeing as it is so old

[mandisa1-TT]

Looking into the account, I can see diagnostics checks were completed and resolution was for a power adaptor to be ordered for you. I would advise please wait for the equipment, should the issue still not be resolved, we will then be able to order a free replacement for you.

[AnnSi]

Yes but there is no lights whatsoever showing on the router

[mandisa1-TT]

Hi there @AnnSi We will need to complete diagnostics to detect if there is a fault with your router, for us to be able to send out a free replacement, will this be okay with you?