Replace my router

[#1]

Hi,
I joined PN in 2019 and still have the same router which is not doing its job anymore, it barely lets me load a simple website like twitter on multiple PCs and both WiFi and ethernet (multiple wires).

Event though I have had a new package for about 6 months which is tied into 24 months to get a cheeper price (which has recently gone up with the price index) I did not receive a new router, so I still have to use the old outdated router from 2019.

Does anyone know if there anyway I can get a new and updated one as I can't seem to find a way to do this?

Thanks

[#2]

Suggest you give them a ring, point out that your router seems to be failing, and they might send you one for £7 postage.

Mike

[#3]

@Moose86 

Have you considered it might be a broadband problem and not your router?

You can use the following to see what you should be getting - https://www.broadbandchecker.btwholesale.com/#/ADSL

Then, after logging in, go the the Broanband trouble shooting page in the Help section of the website. Run tests as advised and see what comes up.

Brian

[#4]

Hi @Moose86 

Line tests are showing signs of an issue that's causing your speeds to have lowered, whilst it may or may not be due to the router I think we should rule that out next, I'm sorry you didn't get offered a new router when you started the new contract by the way as you should have been. 

I've dispatched a replacement that should reach you by the end of the day on Tuesday, please give it a try and do get back to us if there's still a problem after that. 

Adam

[#5]

Moderators Note

This topic has been moved from Broadband to My Router

[#6]

Hi Adam,

Thank you for that, it is all set up and I have gone through the troubleshooting, still getting the flashing orange light

[#7]

No problem, just to check are you now using the new router I sent out? - Adam

[#8]

I have had my router for a number of years and renewed my contract in March 2023 for 24 months. No-one offered me a replacement new router. Can I have one please?

[#9]

@Edwin_john  I think it may be a case of "If you don't ask you don't get"  😄

[#10]

I was in the same boat, didn't get offered new router option when I renewed in Feb.  Called the support number and was told, normally they would just send one out but because it had been a few months, the router was showing as being >£100 so I would have to re-contract.  was 2 months into 18mth contract so though what the hell... recontracted at pre-March price and router sent for free.  so win-win

Pity the new router is not as flexible as the openwrt hh5a that it replaces... but does the job.