TalkTalk Labs - Product Trials & Innovation
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1) What is the purpose of this trial?

The results from this trial will tell us if there are any issues with the latest version of TalkTalk firmware for the HG532 router. The firmware also includes a number of fixes to the previous firmware, including resolving a known issue with streaming between devices and the XBox 360.

2) What is the acceptance criteria for the trial?

For this early phase of testing, you must be a TalkTalk Labs Trialists that has been sent a Huawei HG532 on a previous trial. TalkTalk Labs will be cross-referencing all applications against the participants of trials where this router was sent.

You must have an operational and supported router as a fall-back. This will require you to plug in the old router and ensure, before applying for the trial, that you are able to succesfully connect to the TalkTalk network and the Internet. We will not be replacing any routers broken by this trial.

At this point, we are only accepting people who have completed a TalkTalk Labs trial previously that provided them with a HG532 to perform their trial tasks. You must also agree that you have a supported TalkTalk router in reserve to fall back on if the HG532 becomes unserviceable through the update process and the trial.

Should the trial be successful, it will be offered to a wider audience at a later date.

3) How will I know if I have been selected for the trial?

You need to sign up for the trial and then we will inform everyone that has been selected by email. This can take a good period of time to consider, so please allow 14 days for selection to be made and for you to be informed.

Unfortunately, applications that have been unsuccessful will not be informed of this decision.

4) How will the HG532 Firmware Trial begin?

The trial will begin when you are emailed with the download location for the new firmware. The firmware will be in a compressed folder also containing all needed instructions to carry out this task, and how to put your router's firmware back into its previous firmware state.

5) What if the trial renders my HG532 unusable? Will you fix and/or replace the unit?

TalkTalk Labs will endevour to support and fix any issues that are incurred during the trial to your HG532. If we are unable to fix your router, we will not be replacing your device.

This is a reason why we request you have a reserve TalkTalk supported device to connect in the event of this situation.

This will require you to plug in the old router and ensure, before applying for the trial, that you are able to succesfully connect to the TalkTalk network and the Internet.

Please make sure this is seriously considered before applying.

6) Will you be sending equipment for the trial (ie an HG532)?

No, only applicants with a TalkTalk supplied Huawei HG532 will be able to participate. No new routers will be sent for this trial.

7) What do you expect me to do?

You will be expected to follow instructions which will carry out the following tasks:

  • Download the new firmware in the form of a .zip file from a TalkTalk website
  • Unzip (uncompress) the file to a familiar location on your PC
  • Ensure you have internet connectivity and carry out basic website and email tasks
  • If you have been affected by issues with the previous firmware, please attempt to recreate the issue
  • Feedback your findings through the TalkTalk labs "My Profile" area, as you have done before

8) How long will the trial run for?

It is anticipated that the trial will take between 2 and 4 weeks to complete. This will allow enough time for everyone that is on the trial to have carried out the steps above and offered feedback.

9) I have an Apple Mac, can I participate in the trial?

Mac users are welcome to participate, the firmware is not Windows/Mac or browser specific.

10) What if I require support for during the trial?

Support is only available via Email only during this trial. The email address you need to get in touch with is HG532firmware@talktalk-labs.com. We aim to reply to your question within 1 working day.

11) What charges are involved?

You will still need to pay for you current broadband and phone service from TalkTalk as you normally would. Obviously, there will be no charge for the firmware.

12) How long will the tasks take to complete?

Everyone does things at different speeds, but this process is not encouraged to be a race. The trial is about trying to spot issues maybe we or other trialists have missed, so a keen eye for detail is important us. It is estimated that all the tasks will take an average user no more than 30 minutes to complete the upgrade and a further 30 minutes to provide us feedback your experience of firmware update process and operational condition.

 

13) What's expected of me as a participant on this trial?

You are expected to update the firmware on your router, and provide feedback to us.:

* Report issues (e.g. "I did not get online")
* Make suggestions (e.g. "the text was too small for me to read properly")
* Questions
* General Feedback (e.g. "It took too long to update")

The only recognised method for providing this feedback is via our TalkTalk Labs Feedback system. It's really quick and simple to use.

14) Can I give this firmware to someone else, or post links to it on the Internet?

No. This firmware is beta, is not currently supported by TalkTalk and is not to be distributed to anyone. It would be appreciated if you honoured this request.

15) What if I want to end my participation in the trial early?

Although we would dearly like you to complete the trial, you are of course able to end your trial participation at any time during the trial. You will be asked for the reason for ending the trial and for any feedback you have up to the point of trial removal.

16) What happens when the trial is over?

When the trial is over, and your feedback has been processed, you will be able to continue to use the firmware you have trialled for us. If you so wish, you can run through the restore process and revert to the previous firmware (See next FAQ).

17) The trial firmware has stopped my router working. How do I put the original firmware back onto the router?

The new firmware is in the standard process of  testing, so the situation is unlikely. However, this is beta software, and if you find you need to revert back to your original firmware, the process is simple, but manual.

Please follow the instructions in your acceptance email.

It is strongly recommended you visit and print this email prior to beginning the testing.

It is also recommended you print these FAQ's.

18) How do I provide feedback?

Logon to My Profile and use the trial feedback form provided (this option is visible to trial participants only). You will see the option to send feedback on your My Profile page after we email you the download location and trial information.

19) How can I apply to join the trial?

Recruitment for this trial has completed. Thank for your interest.