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Anyone Resolved Their Issues With (TalkTalk Fibre) Huawei HG633 Router? Wi-Fi Woes!

£0.00 @ TalkTalk
I'm on Fibre Medium, for the last few weeks. My desktop PC is hard wired to the Master Socket but, otherwise, my phone, tablet and Beelink box (not used that often at present) connect to Wi-Fi. Wi-Fi… Read More
louiselouise Avatar
1y, 1w agoPosted 1 year, 1 week ago
I'm on Fibre Medium, for the last few weeks. My desktop PC is hard wired to the Master Socket but, otherwise, my phone, tablet and Beelink box (not used that often at present) connect to Wi-Fi.

Wi-Fi is awful with this router, and it seems I'm not alone, from looking at the TalkTalk Community Forums.

I've tried inSSIDer 4 to determine the best Wireless Channel. Still I can see my wireless signal fluctuating on my phone (I'm sat right next to my modem!) and my Linx tablet has disconnected from the internet, as it tends to do, every day. I live in a small flat, so it's not a mansion :p

My previous ADSL router was a D-Link DSL-3780, no problems with Wi-Fi, and I got around 16meg Broadband.

To top off my troubles, my speed hasn't significantly improved either! It seems to fluctuate throughout the day - and still I see "buffering" when trying to watch streams.

So - TalkTalk customers in the same boat, what's the way forward? Seems there is a Firmware roll-out (v1.18) happening soon - I'm currently on v1.15t. Thought resetting the modem might make it upgrade, but no luck.

Apparently, at present, the HG633 is the ONLY model TalkTalk will offer Fibre customers - the previous HG635 was apparently much better all round.

Sorry to waffle, but I'm frustrated!
Other Links From TalkTalk:
louiselouise Avatar
1y, 1w agoPosted 1 year, 1 week ago
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Top Responses

(1)
bobdylan
Have a read of this: http://community.talktalk.co.uk/t5/Superpowered-Fibre-Broadband/Wireless-speed-issues-with-HG633-router-testing-required/td-p/1737410/page/14
If you're not happy, then you are entitled to just leave and get out of your contract
Thanks, I've read every thread I could on there (sadly didn't get many replies, but it's likely because it's such a common complaint and it's been covered many times).

The last post on that thread you quoted is mine :p

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#1
have look on Gumtree if someone has older version see if that helps? my talk talk is OK. . and does job. you can set it to modem only and use old router for WiFi.
#2
There are HG635s available on eBay etc at times. I got the latest firmware 1.17t update about 4 weeks ago, still getting wifi dropouts, although not as many. Ethernet seems solid enough. Was still getting wifi errors on 2.4ghz channel until I realised the channel select was still on auto. 5ghz was set to a permanent channel and had no errors. I have also set the 5 and 2.4ghz so they have different names.
If 1.18 is coming out maybe it may help further but I doubt it. Until it's available the only way your router will be updated is if you ask for 1.17t to be pushed to it as you need wireless vpn access for work etc.
#3
We're on TalkTalk fibre and couldn't stand all the dropouts, in the end, I plugged my old black Sky router back in and started using that instead, works perfectly now!

I'll be seeing out my 18 month contract and then finding something else....
#4
Have a read of this: http://community.talktalk.co.uk/t5/Superpowered-Fibre-Broadband/Wireless-speed-issues-with-HG633-router-testing-required/td-p/1737410/page/14

If you're not happy, then you are entitled to just leave and get out of your contract
#5
bobdylan
Have a read of this: http://community.talktalk.co.uk/t5/Superpowered-Fibre-Broadband/Wireless-speed-issues-with-HG633-router-testing-required/td-p/1737410/page/14
If you're not happy, then you are entitled to just leave and get out of your contract
Thanks, I've read every thread I could on there (sadly didn't get many replies, but it's likely because it's such a common complaint and it's been covered many times).

The last post on that thread you quoted is mine :p
#6
louiselouise
bobdylan
Have a read of this: http://community.talktalk.co.uk/t5/Superpowered-Fibre-Broadband/Wireless-speed-issues-with-HG633-router-testing-required/td-p/1737410/page/14
If you're not happy, then you are entitled to just leave and get out of your contract
Thanks, I've read every thread I could on there (sadly didn't get many replies, but it's likely because it's such a common complaint and it's been covered many times).
The last post on that thread you quoted is mine :p

To be honest, if my old Sky router wasn't working, I'd have got out of the contract ages ago
#7
bobdylan
louiselouise
bobdylan
Have a read of this: http://community.talktalk.co.uk/t5/Superpowered-Fibre-Broadband/Wireless-speed-issues-with-HG633-router-testing-required/td-p/1737410/page/14
If you're not happy, then you are entitled to just leave and get out of your contract
Thanks, I've read every thread I could on there (sadly didn't get many replies, but it's likely because it's such a common complaint and it's been covered many times).
The last post on that thread you quoted is mine :p
To be honest, if my old Sky router wasn't working, I'd have got out of the contract ages ago
Reminds me of the old days of my BT Voyager 100, which I kept digging out the cupboard as my BT Home Hubs (version 1) kept dying on me! The Wi-Fi on those were crapola as well, but you're talking probably about eight years ago!

I was trying to listen to SoundCloud earlier (Adam Buxton :p) and couldn't get a ruddy connection - my bathroom must be about two metres away. My flat is tiny.

Unfortunately I don't have an alternative router to hand, but I'm going to complain to Talktalk later, then figure out what to do next.

Edited By: louiselouise on Jun 14, 2016 14:34
#8
Not having much luck! Boyf bumped into a Talktalk seller out in the city centre who apparently gave him an English-based Talktalk number, great! So I'm on hold for twenty minutes and speak to a lady with an Indian accent.

She said, they can manually change the channel for the router at their end (?) after I said I have manually went through each one, and then used the program inSSIDer 4, in frustration to determine the best one.

I am still getting intermittent Wi-Fi dropouts. I asked for an alternative router and she said I would have to pay for one!! She said she is sending an email to enable me to connect to 5ghz (thought it was already). Really think they're just hitting me with tripe to make me go away.
#9
It appears that the firmware update to v1.18 is on hold due to some HG633 routers showing a red internet light and hence making them unusabe. Just when I thought an upgrade to the new firmware may finally resolve the wifi issues on this router. See the link http://community.talktalk.co.uk/t5/Superpowered-Fibre-Broadband/Router-firmware-update-HG633-v1-18t/m-p/1917044#U1917044
#10
I'm so disgusted by TalkTalk's response to this I have bought a TP-Link N600 (luckily, it was on Amazon Warehouse for £19.43 - currently reading how to set it up). I'm not letting this go, though. I have had over a month's nightmare with Wi-Fi in here and don't feel I'm getting the service I'm paying for.
#11
Okay, so I got the impression a TalkTalk Community member would help me with the HG633, it seemed promising so I cancelled the TP-Link N600 order.

Thread here: http://community.talktalk.co.uk/t5/Superpowered-Fibre-Broadband/Frustrated-Huawei-HG633-User-Wi-Fi-Woes-Bought-A-TP-Link-N600/td-p/1923402

However, I am being told that it's due to the congestion in my area (I have lived here for a decade, city centre location) "The reason why it used to be OK, is probably down to the number of people who have now got broadband in your area, who didn't have it a few years ago."

But - I've only had the HG633 a few weeks since my move to fibre, Wi-Fi was pretty great before this.

I have a tiny flat and was told to hard-wire everything (hard to do with a tablet and smartphone) and buy Powerlines! Also to wait for the firmware update v1.18 (I'd already mentioned this - there are a lot of reports saying it bricks the HG633).

I got quite annoyed as there are Wi-Fi complaints about the HG633 all over the forums, some members either leave or buy new routers.

I'm being told not to be rude to a member who was only trying to help, but I got the feeling he wasn't paying attention to the information I'd already given.

Can anyone help, give me some advice what to do here??

Edited By: louiselouise on Jun 18, 2016 17:06
#12
The weeks roll on, Wi-Fi is still crapola - even after the 1.18t firmware upgrade. TalkTalk, to my great surprise, are sending out an Engineer in a week to dismiss "line problems" but they apparently did a line check weeks ago (and sent a text confirming all was well?).

This reply today did at least make me lulz -
mikewll23 wrote:
Louiselouise. I haven't been on here for a long long time since throwing the HG633 it the wall in fact. I bought a Netgear D7000 very expensive but a mans got to do what a mans got to do. You shouldn't have cancelled your order from Amazon. I had over 6 months of useless advice from these so called numpty experts. Believe it on not Keith French doesn't work for TalkTalk but has suffered from radio waves to the Brain. Have you tried living in an old farmhouse miles from anywhere. With no neighbours for miles. That might cure your over congestion. I've never heard so much dross in all my life. I hope you get to read this before they delete it or move it to another section . They are well known for that too. As I said throw the HG633 and move on. Shame on TalkTalk

No idea if what Mikewll23 says is true, but isn't it a massive waste of money sending out OpenReach, if it's simply the HG633 at fault?

On the bright side, TalkTalk are now offering an alternative router - the D-Link 3782 (which I can't see any discussion about yet, must be hot off the presses).

I have an older D-Link DSL-3780 (used before my switch over to Fibre, and trouble-free Wi-Fi) but it doesn't connect.
#13
I have just got fibre and have been sent a HG633 and it drops the wifi ,showing millions of errors in the wireless stats
Interface.
As a test I have connected my old 3780 via cable to the 633 so now have wifi from both and will see if the 3780 is better.
#14
simonvf400
I have just got fibre and have been sent a HG633 and it drops the wifi ,showing millions of errors in the wireless stats
Interface.
As a test I have connected my old 3780 via cable to the 633 so now have wifi from both and will see if the 3780 is better.
Not sure if you've posted on the TalkTalk Community like I did, but I can see another user is using the D-Link DSL-3780 with success, but you still need a modem (said user was given a BT OpenReach modem by an Engineer and hooked the D-Link up to it). The 3780 won't work on its own with Fibre (confirmed by an OCE on there).

Another member said there was a lot of noise on her line with the Huawei HG633 connected, but disconnected it was fine! (I suspect this might be happening to me, as OpenReach are coming tomorrow to check my line for faults - only an issue since I got this router). The TalkTalk Technical Team said they could see lots of errors in the wireless stats too, dropped packets, etc.

Edited By: louiselouise on Jul 10, 2016 14:47: a
#15
I have not posted on talktalk but have read a few posts.The 3780 is just being used for wifi .
#16
I've been told I'll be given a D-Link DSL-3782 once the Engineer visits (depending on his report), might be worth mentioning if TalkTalk are now offering these instead (the OCEs on the forum insist that TalkTalk still only offer the HG633, there's a bit of confusion around this newer model's availability).

Specs here http://www.dlink.com/uk/en/home-solutions/connect/routers/dsl-3782-wireless-ac1200-dual-band-vdsl-adsl-modem-router

Edited By: louiselouise on Jul 10, 2016 12:38
#17
louiselouise
I've been told I'll be given a D-Link DSL-3782 once the Engineer visits (depending on his report), might be worth mentioning if TalkTalk are now offering these instead (the OCEs on the forum insist that TalkTalk still only offer the HG633, there's a bit of confusion around this newer model's availability).
Specs here http://www.dlink.com/uk/en/home-solutions/connect/routers/dsl-3782-wireless-ac1200-dual-band-vdsl-adsl-modem-router
Any update?
#18
simonvf400
louiselouise
I've been told I'll be given a D-Link DSL-3782 once the Engineer visits (depending on his report), might be worth mentioning if TalkTalk are now offering these instead (the OCEs on the forum insist that TalkTalk still only offer the HG633, there's a bit of confusion around this newer model's availability).
Specs here http://www.dlink.com/uk/en/home-solutions/connect/routers/dsl-3782-wireless-ac1200-dual-band-vdsl-adsl-modem-router
Any update?
I'll quote myself from the earlier TalkTalk thread -

"As the (TalkTalk) Engineer appeared on Monday I thought I'd give it a few days before phoning the Technical Help section back.
Wow, I'm fizzing mad. Seems the Engineer has left eff-all of a Report (seems he didn't believe I had a problem after all eh!) and I was back to the old "Change the channel on the router, I will send you an email telling you how to do this", malarkey.
Well, I've done this weeks ago! Do they even have any call history notes on customers?
What's happened to the "noise on my line" they found when I phoned last week (which prompted him to book an Engineer visit)?! What about "turning Beamforming off"? That wasn't even mentioned.
I was using my tablet an hour ago and it disconnected three times in about an hour.
"We are seeing nothing showing wrong on your line or your router so we can't help you further Ms XXXX". Yeah, because you only check my internet connection in the ten minute call - not a longer period, and I can't browse very much when I'm in the middle of a phone call.
No mention of the promised D-Link DSL-3782 either.
What the flipping flip?!
Edit: I'm tempted to put in a complaint about that Engineer. Not only did he offer me complete bollacks information-wise (re D-Link being a rebadge of Huawei) but he basically said I was a customer exaggerating about my router. He did hint this but I'm certain he meant me, as he checked the Router History log not long afterwards. His non-existent "Report" speaks volumes."


TL;DR: The Engineer visit was a waste of time, I was insulted by him (I took his comments that way anyway), there was no Report, no new router has been offered, TalkTalk say there's nothing wrong.

Edited By: louiselouise on Jul 26, 2016 19:51
#19
Not good.
Using my set up as posted has been a small improvement in connection but the wifi still drops out too often.
Is there an option to get an openreach(bt) engineer or are they all the same?
#20
Sorry, I didn't see your reply till now simonvf400. I think you'd be better asking on the Forums about BT OpenReach engineer visits (though you get inconsistent replies on there, kinda lost respect for a few Forum members in recent times).

For hardware issues such as this it seems as though they send out their own (TalkTalk ID badged) Engineers, not OpenReach. The guy was hopeless.

(TalkTalk Technical Help on the phone didn't correct me when I referred to the "Engineer Visit" as OpenReach either!).

Edited By: louiselouise on Aug 03, 2016 14:23: a
#21
I've got an HG635 and up until recently it was fine but I get issues with not being able to see the DNS servers from any equipment, wired or WiFi.

The support is crap and the danger in getting them to send an openreach Engineer out is that you may likely find that they will find no fault at one specific time and then charge you for it.

Dido Harding needs to be replaced as she knows all about the issues that TalkTalk have and does nothing about it.

I noticed that they have also quietly removed 0870 and 0845 numbers from the anytime option.

My HG635 will be available one I've switched to Plusnet.


Edited By: reddit on Jul 29, 2016 04:24
#22
I'm waiting on a TP-Link Archer VR200 AC750 ADSL2+/VDSL2 Modem/Router, second hand, gently used, got it for under £40 :)

Really wanted the VR900 but it's a bit pricey. If anyone has experience of the VR200, would be interested to hear. Got to be better than the bag of poo the HG633 is!
#23
Line is fine, rated at 73+ and on WiFi I get 50+ at 2mtr and 25 at 20mtr through a ceiling and brick wall. For me it's very useable and although I would like faster but it's not worth buying a new £100 router.
#24
liamf12
There are HG635s available on eBay etc at times. I got the latest firmware 1.17t update about 4 weeks ago, still getting wifi dropouts, although not as many. Ethernet seems solid enough. Was still getting wifi errors on 2.4ghz channel until I realised the channel select was still on auto. 5ghz was set to a permanent channel and had no errors. I have also set the 5 and 2.4ghz so they have different names.
If 1.18 is coming out maybe it may help further but I doubt it. Until it's available the only way your router will be updated is if you ask for 1.17t to be pushed to it as you need wireless vpn access for work etc.


I was having similar problems with constantly getting "connection to server lost "
Rang up the tech department and advisor guided me through setting up 5ghz to have a different name so both could be identified separately.
Didn't understand what I was doing but it has definitely improved the Internet connection with far fewer drop outs.
Anyone having similar problems with this router ring up and ask to speak to the technical department when you get the automated message system and hopefully it should get sorted out as I seem to see quite a significant improvement
#25
I ended up buying another router - though if anyone does the same, it's best to be cautious with TalkTalk when seeking Technical Assistance, as they will only help you if you use the ISP provided router.

Wi-fi is now stable (a week in, using my TP-Link VR200 - made sure I did the manufacturer firmware upgrade) and there's even a bit of a speed improvement.
#26
I am also using a HG633 router (hardware version: H.1.01, software version: v1.15t) and decided to use a PFSense as an intermediary proxy server. I live in a 3rd floor flat (and the router is in a neighbour / housemates flat on the 2nd floor).

I have managed to sort the problem of the router dropping wifi signal by setting up a PFSense based proxy / gateway / firewall with two wifi usb based adapter that I had laying around / had spare (both have a RaLink 2800 based chipset within them). I then setup PFSense to accept one of these usb devices has a WAN interface (making this interface to use 802.11/G only, and forcing it to only use channel 11), and then setting up the other USB device has my internal WLAN.

Now it seam like I have a stable connection (with an avg. 64 byte ping time of 2.40 ms approx. between my enclosed network and the router, and around 18.8 ms between my workstation and google.com -- I tried a few Internet 'speed test' sites, such as http://www.uswitch.com , http://www.broadbandspeedchecker.co.uk , http://speedtest.btwholesale.com/ and got varied results depending on which 'speed test' sites I choose -- I would not generally use such sites because they tend to give unreliable benchmarks. But according to uswitch.com, I am getting a download rate of 5.8Mbps and a upload rate of 1.0Mbps avg.)

Because I am using PFSense, I can now setup DNS zones for my internal devices (such as my workstation PC, other client devices and NAS / other server devices) and improve upon the security of my infrastructure.

Also, it seams that this router will only use the older TKIP encryption method and not the newer / standardise AES method.

As I have a couple of servers at home providing Apache / Web site services, e-mail services and VPN based services (provided via a dynamic DNS based IP setup), I need my ISP / router to be up-and-running 24/7.

But it's seams that using my this proxy styled setup (and defining the 802.11 channel myself), I seam to have a functional and stable WiFi connection with this router.

For more information about PFSense, visit http://www.pfsense.org
(caveat: unless you have a good working knowledge of networking, I would not suggest that you try to attempt the above).

Also beware that the TalkTalk call-centre / technical staff only have a limited amount of knowledge about their own products and will only be of help within a limited scope (whilst I am not stating that TalkTalk staff are incompetent but I have to wonder about their understanding of the wider aspects of networking infrastructures).










Edited By: medworthy on Aug 23, 2016 01:42: Updated information
#27
yup..633 pile of crap! 635 been sent out..router speeds 30% better (13 mbps down) still worse than Sky which used to be about 15mpbs down). Lag and drop out remain an issue. no Fibre yet in my area so stuffed...Tiny flat story and all was well till Talk Talk took over in July. Can't disapprove of the service enough!
#28
sachinwahal
yup..633 pile of crap! 635 been sent out..router speeds 30% better (13 mbps down) still worse than Sky which used to be about 15mpbs down). Lag and drop out remain an issue. no Fibre yet in my area so stuffed...Tiny flat story and all was well till Talk Talk took over in July. Can't disapprove of the service enough!
Maybe TT are actually starting to listen as they told me a few months back it was the 633 or bust :p Well, to be accurate, the lady said, "We can only give you the HG633, or buy your own"! Which I did.

There's been many on the TalkTalk Community saying that other ISPs would at least offer a replacement or an older model, which TalkTalk seemed unwilling to do.
#29
I'm so glad I don't use wifi very much in my flat, I joined Talktalk a couple months ago and am running a HG633. Wired for the WIN.

But gotta say, Talktalk are a pretty **** company. They may competitively price, but at a huge cost competence, customer service, hardware, software etc. I'd gladly be back with Sky or BT if I could have.

The magic word when dealing with these hacks, is to file a complaint. All of a sudden they get their finger out of their asses.
#30
I sent a complaint to the Ombudsman (which seemed to really irritate a TalkTalk Community member, irrationally so, I thought. Not really his concern).

Most of my communication was through phone calls, though I did ask for support on their Forums (but being told to buy Powerlines and blaming congestion in the city centre didn't really lift my spirits). It sounded a bit too, it's not us, it's you and a bit of a cop-out excuse.

There are many complaints on there about the HG633, so at least I know I'm not alone.
#31
You are wasting your time with Talk Talk. I logged a complaint (lots of WAN dropouts and a massive speed reduction) on July 30. It has still not been resolved. I am 100 yards from a fibre box and I have a friend who works for OpenReach who told me the problem is degraded twisted pair from the box to my house. I told Talk Talk this 3 weeks ago. Today (6 weeks after I logged the fault with them) I get a call saying they had sent the fault to their network team for investigation, WTF? An hour later I get a call saying OpenReach had told them that the fault is in degraded cable from the box to my house...... I got really cheesed and said I wanted to cancel the contract. They tried to tell me there were termination fees until I reminded them that they were way over the 28 days allowed by OFCOM. So, 2 hours after I tell the cancel, I get a call from Talk Talk telling me there's an engineer coming on September 23..... I told them not to bother as I'l be connected to EE by then on new cable. All Talk Talk are interested in is taking your money.
#32
milspectees
You are wasting your time with Talk Talk. I logged a complaint (lots of WAN dropouts and a massive speed reduction) on July 30. It has still not been resolved. I am 100 yards from a fibre box and I have a friend who works for OpenReach who told me the problem is degraded twisted pair from the box to my house. I told Talk Talk this 3 weeks ago. Today (6 weeks after I logged the fault with them) I get a call saying they had sent the fault to their network team for investigation, WTF? An hour later I get a call saying OpenReach had told them that the fault is in degraded cable from the box to my house...... I got really cheesed and said I wanted to cancel the contract. They tried to tell me there were termination fees until I reminded them that they were way over the 28 days allowed by OFCOM. So, 2 hours after I tell the cancel, I get a call from Talk Talk telling me there's an engineer coming on September 23..... I told them not to bother as I'l be connected to EE by then on new cable. All Talk Talk are interested in is taking your money.
I'm no expert with these matters (about the physical cabling to your house) but as far as I know it's down to OpenReach, not TalkTalk, to maintain the line? Obviously TalkTalk have a responsibility to ensure stable and reliable internet, but BT/OpenReach are responsible for its upkeep.

Last year I had a problem with a cabinet in my building (security entry flats) where a "third party" had somehow mucked up the cabling to my house - woke up one morning to no phone line or internet! In this case, TalkTalk were brilliant - an engineer was booked within two days - a Saturday too. Might be because I'm near the city centre (?).

OpenReach guy fixed it right away. Obviously not quite the same as your issue but I would've thought OpenReach would see your situation as a priority?
#33
I haven't been keeping an eye on the TalkTalk Community Forums lately but apparently TalkTalk are now offering the older, and (allegedly) better HG635 router once again.

http://www.hotukdeals.com/deals/1gb-s-ultra-fibre-optic-broadband-only-21-70-per-month-york-area-total-deal-price-2512913?p=28775686

Ed Winchester
louiselouise
If they offer you the godawful Huawei HG633 router (just read their forums for feedback) you're gimped - so factor in the cost of a decent router when budgeting.
They have discontinued the 633 router until it's issues have been resolved from huawei, they now only use the 635, which generally isn't a pick of bother, it was just deemed too expensive to build initially.

As for my complaint with the Ombudsman, I haven't made any OTT demands, simply that they refund the price of my replacement router to make up for the hassle.

Edit: Can't see any direct mention of the HG635 being offered again on their Community Forums.

Looks like TalkTalk are still flogging that horse though - Firmware v1.20t is being discussed/tested by some HG633 users. http://community.talktalk.co.uk/t5/Superpowered-Fibre-Broadband/HG633-Firmware-v1-20t-trial/td-p/1943419/

DMZii says: "I don't think anyone will be excited to hear that v1.20t has the same symptoms that v1.18t had.

As in the WAN drops every 15 minutes.

It actually was fine for awhile though but I had a brief disconnect on my sync. 'DSL connection inactive' then a few seconds later 'DSL connection active' the first 15 minutes after that...You guessed it, it started.

One positive:
It doesn't brick routers with the constant red internet light so that's something!"


Edited By: louiselouise on Nov 23, 2016 21:57: a
#34
Hi - just read this long thread. I have been sent 4 different Fibre 'Super Routers' (sic) over the last few years - sent unsolicited when I renewed my contract with TalkTalk, first 2 HG635s and now 2 HG633s. None of them will sync ADSL at all so I have gone back to my original fibre arrangement - BT Open Reach Modem + HG533 router - which has worked OK ( albeit I recently improved the wifi coverage in some parts of my 4 bed house with a TP-link extender) - rather glad my 633/5s don't work - sounds like I have the best arrangement. So I have 2 635s sitting in their boxes on my shelf if anyone wants one . . . .
#35
May as well update on the outcome, I got £30 credit from TalkTalk (via the Ombudsman) - £9 short on what I paid for the replacement TP-Link VDSL VR200 router/modem, happy, anyway.

Not sure what the latest is with the Huawei HG633 or HG635, but lots of luck to anyone in the same boat as me, hopefully things are improving.

Edited By: louiselouise on Nov 20, 2016 20:02
#36
I'm pulling my hair out with talktalk I've had the exact same issues as OP although not raised a complaint with the ombudsman... On my 6th router and wireless drops out every half hour.
#37
daguerrotype
Hi - just read this long thread. I have been sent 4 different Fibre 'Super Routers' (sic) over the last few years - sent unsolicited when I renewed my contract with TalkTalk, first 2 HG635s and now 2 HG633s. None of them will sync ADSL at all so I have gone back to my original fibre arrangement - BT Open Reach Modem + HG533 router - which has worked OK ( albeit I recently improved the wifi coverage in some parts of my 4 bed house with a TP-link extender) - rather glad my 633/5s don't work - sounds like I have the best arrangement. So I have 2 635s sitting in their boxes on my shelf if anyone wants one . . . .

Are you local to Essex :)
#38
ProPiers
I'm pulling my hair out with talktalk I've had the exact same issues as OP although not raised a complaint with the ombudsman... On my 6th router and wireless drops out every half hour.
I got an apology letter from the CEO's representative this morning - basically confirming the £30 compensation via the Ombudsman and saying sorry for the poor customer service I received. Not sure if it's just a stock reply or comes from the heart - either way I'm happy. Might be worth pursuing, ProPiers, cut your losses and get a decent VDSL router - ask them to reimburse you.

I kept details of the TalkTalk Community Forums thread I started detailing each stage (harder to keep proof of phone calls) for that purpose.
#39
After 50 minutes on the phone to an advisor w
louiselouise
ProPiers
I'm pulling my hair out with talktalk I've had the exact same issues as OP although not raised a complaint with the ombudsman... On my 6th router and wireless drops out every half hour.
I got an apology letter from the CEO's representative this morning - basically confirming the £30 compensation via the Ombudsman and saying sorry for the poor customer service I received. Not sure if it's just a stock reply or comes from the heart - either way I'm happy. Might be worth pursuing, ProPiers, cut your losses and get a decent VDSL router - ask them to reimburse you.
I kept details of the TalkTalk Community Forums thread I started detailing each stage (harder to keep proof of phone calls) for that purpose.

After 50 minutes on the phone to an adviser who rebooted my router a few times and then told me that she could order me a new one for £79.99 or call back when it's stopped working again and I won't have to go through all the troubleshooting again as she had put a note on my account. As soon as the call ended I called back again and it's on 28 minutes so far but the guy is ordering me a new router.

He also confirmed the HG633 is being phased out and it is highly likely I will either receive a HG635 or the new D-Link Router, fingers crossed I don't get my 7th HG633! They now have a picture of the new D-Link on the talktalk website which is why I called up to begin with to be honest! http://help2.talktalk.co.uk/about-talktalk-router

In ref to your response, I once had a nice email from Dido Harding the CEO from an issue I had when I originally signed up, I was happy until I realized that it's a customer service team claiming to be working in her office!
#40
Another HG633 - So they talked rubbish as per usual on the phone!

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