@sajid, @nambuso-TT and colleagues are the equivalent support team to the previous OCEs (that hadn't been called that since quite some time before they left earlier this year).
Like the old team, they are not on here at weekends, so the issue cannot be followed up through the forum staff before Monday.
Chat support is available over the weekend, and phone support on 03451 720088 [Saturday 9am - 6pm]. Let us know if you make any headway with these.
The Huawei routers won't have received firmware updates for most of this year, so if it's causing problems it should be replaced, but of course tests will have to be done to ascertain if it's the cause of the issue with the speeds.
That router can also be replaced anyway if you are within 4 months of the end of the minimum term of your contract and choose to renew.
But, again, the changing of the router is only going to be effective if it's the cause of the problem - so diagnostics will still have to be done.
Meanwhile you can also run tests yourself from My Connection which you can access from Service Status Dashboard (see the forum menu). That will get the ball rolling for detecting any faults.
Details of the Complaints process are in the link at the foot of any Talktalk page.
Gliwmaeden2, a fellow customer.
