Unsupported router

[Cristne]

Hi I also have an email saying my router is unsupported. The Talktalk website says......In compliance with the Telecommunications Security Act (TSA), we’re required to inform customers when their TalkTalk equipment will no longer be supported by the manufacturer.

What does it mean if my device is no longer supported? This means that your device will no longer receive automatic software and security updates from the manufacturer. It’s important to note that this does not mean that your network or data is immediately at risk, as TalkTalk continually monitor the security and performance of all devices. Your device will continue to deliver Wi-Fi connectivity but you can choose to upgrade to a device that remains supported. We encourage you to call us on 0345 172 0088 and speak to one of our team, so we can provide advice tailored to your specific device(s). This is because once a device is no longer supported by the manufacturer, it will become more susceptible to being compromised over time, as it will not receive security patches for security risks found at a later date.

Which devices are no longer supported? Please note that these devices are now unsupported. If your device is on this list, you can contact us to upgrade to a newer device if you wish

So, I contacted Talktalk by 'chat' to request a new router but the Agent said the email was a phishing email and to ignore it. But, clearly looking at similar posts, others have received the same email and considered them to be genuine and have been recipients of a new router.

I started a new chat as some other users said this was the best thing to do.

I'm hoping to learn how best to get a new router, Kind regards, C

[Karl-TalkTalk]

Hi Cristne 

A new router is on the way to you.

Karl.

[ferguson]

OK, that is an old unit! As @KeithFrench said, make sure that your personal details including TalkTalk phone number or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

[Cristne]

Hi there, yes, it is on the list. The Huawei  HG633

[ferguson]

@Cristne 

Is your router on the list, which one is it? 

[KeithFrench · Accepted solution]

I have asked one of TalkTalk's support to pick your thread up and replace it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture and then clicking on "My Settings" followed by:-


Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.