Changes to your router services - FAQs

Why have you sent me this email?

If we have supplied you with a router which is connected to the TalkTalk Business network and is no longer supported by the manufacturer for software updates, the new Telecommunications Security Act advises that we must inform impacted customers. Our records show that your device falls into this category.

If the manufacturer no longer supports my router, will it still work?

Your device will continue to work as normal, but the manufacturer will no longer provide new functionality, bug fixes or security patches if a compromise is found.

Do I have to replace my router?

You are under no obligation to replace your router. However, if you decide not to act, your device may be susceptible to the security risks detailed in our communications.

TalkTalk Business has recently sent me a brand new router. Is my new router at risk?

Please ignore any notification from TalkTalk Business about your router being no longer supported by the manufacturer.Whilst your legacy device could become susceptible to security breaches if you continue to use it, your new router is not at risk. If you have received and installed a new router from TalkTalk Business in the last six months due to either an upgrade or field fault replacement, please ignore the notification.

Which broadband routers are impacted?

The following routers supplied by TalkTalk Business will no longer receive security and threat updates from the manufacturer:

• Huawei HG533

• Huawei HG633

• Huawei HG635

To check the model number on your device, see the label on the back of your router.

I have installed my own router - is this supported by the manufacturer?

Please ignore any notification from TalkTalk Business about your router being no longer supported by the manufacturer. If TalkTalk Business hasn't provided your current broadband router, you will need to contact the manufacturer of your new device to determine if it's still supported.

How do I order a new router?

You will need to click through the links in the original email (or if you have received a letter, scan the QR code in the letter to register your details and place an order). Unfortunately, we are not able to accept router orders through the operational support teams.

What will a new router cost?

If you purchase a new router (or multiple routers) from us, your account will be charged £100 per router, excluding VAT.