Requesting a replacement for my outdated Huawei HG633

[SH2071]

I am a longtime TalkTalk user, currently on Fibre 65 package, and still using the original 2015-vintage Huawei HG633 modem/router. It's starting to perform poorly, not surprising given its age. 

Could someone within TalkTalk support please organise a replacement modem/router be sent to me. Presumably the Sagemcom FAST5364, currently being provided as standard for the Fibre 65 package.

Thanks in advance.

[amahle-TT]

We are glad to hear that. Should you require further assistance please do not hesitate to reach out to us again.

Have a good day 🙂

[SH2071]

Thank you for your help Gliwmaeden2 - the new router was delivered on Friday morning.

[Gliwmaeden2]

I have re-escalated your thread, @SH2071.

There's a chance that the order was caught by a new policy - these unsupported routers can be replaced free of charge if you are less than 4 months from the end of your contract, so if you renew, a new one can be sent out with the new contract. 

Otherwise, it's £80, unless sent after doing diagnostic tests to check that it's faulty, in which case it would simply replace the old one.

But things have tightened up a bit since the spring.

[SH2071]

I am re-opening this conversation, because contrary to Philile-TT's assertions on 23 May below that "have placed an order for a new router and it will be delivered in the next 3-5 working days", nothing has turned up.

Could you please update me with the status of my request for a new, compliant router.

[Philile-TT]

You are welcome. Goodbye. 

[SH2071]

Thank you.

Appreciate your assistance with this.

[Philile-TT]

Situations vary and that is why we need to conduct diagnostics sometimes as the system may prompt to send a new router, but you get charged for it hence I had to ask that you are available to chat just incase we needed to conduct a diagnostics test and send out a free router. I have placed an order for a new router and it will be delivered in the next 3-5 working days. 

[SH2071]

Let me have one more try....

The modem is the HG633, which TalkTalk have formally informed me is no longer supported with security and other updates.

This must adversely impact me. I see many other posts, with the same fact pattern, where a suitable, supported modem/router has been promptly provided, without quibbling.

Could you oblige please.

[Philile-TT]

I understand that and I am willing to assist, if you are unavailable to chat right now, we can chat later.

[SH2071]

No, I am offsite.

If it's not possible to meet what I thought was a simple and reasonable request, please close this chat.

[Philile-TT]

Are you currently at home? 

[SH2071]

It's getting slow and needs frequent rebooting.

[Philile-TT]

What issues are you currently facing with this router? 

[Philile-TT]

Hi there @SH2071 I will have a look into your account.