Unsupported Router

[gnasher12]

Hello,  

I am so disappointed with TalkTalk.  I received a letter on 25 March 2025 regarding equipment update. My Router HG635 is no longer supported with software and security updates.  It ends by saying "we will be in touch soon with details on how you can get devices which are still supported by the manufacturer. .."

This was over one year ago.

When I go to my talktalk on line account to do speed test and check my service there is a banner saying "we do not recognise your router or software " ?!

I am now out of contract, so I have been on line chat to try and get a new router with a new contract. I have been passed from technical Dept to Better value Dept and back again.  All painfully slow.  One agent said they would renew my contract, but couldn't be sure I would get a new router because my broadband is working ok.  Another agent said you only get a replacement router if faulty.  Another agent checked my router and said it was still in warranty and would push the latest firmware. I am left not sure what to believe. ?!

I am not willing to renew my contract with my present unsupported router.  New customers get new routers. I am willing to send back my old router.  

I feel like I have no choice now but to look around for another provider.  I have been with TalkTalk for many years (since it was carphone warehouse!) All I am asking for is a newer router that is supported and secure.  Is that too much to ask ?!  I am not happy with my present router and don't feel safe. It is leaving me vulnerable and unsecure.  Does loyalty count for nothing?

And now I hear that this community help is to go . This was always the best place I found in the past to get help. So dissappointing.

P. S. I now have an open fault case on my account. (didn't report anything was wrong, just that I wanted a newer router) ??!!!!

[ferguson]

Good luck. In any event, the support team here would never have been able to help you with contract renewal issues, something that has not changed in that particular respect. 

[gnasher12]

@KeithFrench @Gliwmaeden2  Thank you for your replies.  

It is a shame about this community forum, but at least you guys are still here to give excellent advice. Long may it continue.

I am on fibre 65 (FTTC) so I am sure a sagemcom wifi  hub 2 would suffice.

Will call Better Value Team tomorrow and see how I get on.

Many Thanks,

[Gliwmaeden2]

@gnasher12, 

A year ago, forum staff were able to simply swap these out but the rules were tightened since then.

This has been the general principle:

 

As KeithFrench says, you appear not to be being given the correct information, but there are no staff on this forum going forward. You will need to chase up as advised.

[KeithFrench]

Hi @gnasher12 

From Full Fibre 150, the standard router is the Sagemcom Wi-Fi Hub 3 (Wi-Fi 6); slower packages may still use the  Sagemcom Wi-Fi Hub 2 (Wi-Fi 5).

When you take out a new contract, despite the misinformation that you seem to have been given, you are entitled to a new router free of charge. Contact the Better Value Team (old Legacy Dept) and stand your ground, please call:  0345 1725157. 

Opening hours:-
Monday to Friday 09:00 to 19:00
Saturday 09:00 to 18:00
Sunday Closed

Live chat is also available, see my signature below.