1) 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. Please note that you must be a TalkTalk customer.

You must also have an completed TalkTalk Labs "Extended Profile" to be selected.

2) What is "Extended Profile" and why are you insisting I have it?

The TalkTalk Labs "Extended Profile" allows us to quickly see what kit you have at home, how you connect, what other TalkTalk services and products you have, and what you want to get out of trialling for TalkTalk Labs. It takes 5 minutes to do, and can be edited at any time.

3) How will the Huawei HG533 Router Trial Trials begin?

The trial will begin when you receive the acceptance email. You will then receive the router within 7 days of this email.

4) How long will the trial run for?

It is anticipated that the trial will take about 3 weeks to complete this will allow enough time for everyone that is on the trial to set up and use the new router for a decent amount of time.

5) I have a Mac; can I participate in the trial?

Yes, as long as you are running Mac OS X 10.5, 10.6 or 10.7. Older versions of Mac OS are not supported on this trial.

6) What if I require support during the trial?

Support for the new routers is only available via Email only during this trial. The email address is hg533@talktalk-labs.com. We aim to reply to your question, query or suggestion within 1 working day.

7) What charges are involved?

You will still need to pay for you current services from TalkTalk as you normally would. If you successfully complete the trial by providing us with feedback on your experience of using router, and complete the end of trial survey, then you will get to keep the new router that we had sent to you.

8) What do you expect me to do?

The trial expectations focuses on 2 areas:

Out of Box / Customer Experience Testing

Please feel free to be as basic or as advanced as you like with your testing. Please offer regular and comprehensive feedback on the router, how easy it was to setup. If you have other networked devices, please connect them and comment about the ease or difficulty in doing so. Did you have to make any changes to the default router configuration to get any of your devices to work with the router?

Technical/Performance Testing

As a new approach for testing is more precise Performance Testing. We ask you to note the before and after performance results for:

• Your sync rate - DSL users can find this in the Router UI under the Sync Disk. Fibre customers do not have access to this information.Please let us know if it improves or reduced significantly.

• Wireless connection speed - what your connected device registered as your connection speed for your previous and trial router

• Throughput speed for both wired and wireless connections - this can be aided by using TalkTalk Labs Desktop (see FAQ 20), however it is preferred that this is used on a Wired Connection. Please measure your wireless throughput using a speedtest service such as http://internet-speedtest.net/ and record this against your phone number.You will also see this result in TalkTalk My Account.

(Note - We may also remotely access the device from time to time to confirm connectivity and deliver new firmware if needed.No personal data is collected or inspected during this process.)

9) How long will the tasks take to complete?

Everyone does things at different speeds, this process is not a race. The trial is about trying to spot issues maybe we or other trial participants have missed, so a keen eye for detail is important us. The main purpose is to confirm that the new routers work as well or better than your current ADSL modem/router of equivalent type (eg Huawei HG532 or D-Link DSL-2780).

10) I have the Fibre Boost. Can I participate?

Yes, this router is fibre ready, and if you have Fibre and am interested in taking part, you should apply.

11) I am a current user of TalkTalk TV (Not YouView). Can I take part?

No, the firmware in the new device is not configurable for TalkTalk TV service. Using this router will cause your TV service to stop working.

12) I have multiple computers at home. Does this pose any problems to you?

No, not at all, in fact this is good coverage for us the more computers/device the better. Please feel free to install TalkTalk Labs Desktop on all Windows devices connected to the router. The Labs software will distinguish the results based on Computer Name.

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

You are expected to connect, configure (if required) and operate the selected router that we have supplied to you.

You are required provide feedback to us in the form of:

Reporting issues (e.g. "I did not get online, it did not save my settings")

Make suggestions (e.g. "the LED's were not bright enough, the software on the router is too slow")

Performance Comparison (e.g. "The download sync rate of the xxx router is xxx Mbps and the xxx router is xxx Mbps")*

General feedback (e.g. "The router looks good next to my TV, I like the colour").

* We have some suggested (and preferred) templates for delivering Comparison data, please see Trial Information page for more.

You can do this via our TalkTalk Labs Feedback system. It's really quick and simple to use.

As detailed in FAQ 7, we also would like to recieve performance statistics as indicated.

You are also welcome to send feedback via the email to hg533@talktalk-labs.com.

At the end of the trial you will also need to complete a quick online survey.

14) 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. You will also be requested to post the pack, including router to us.

15) What happens when the trial is over?

When the trial is over, and your feedback has been processed, if you have provided us with feedback and completed any surveys we have requested then you will be able to keep the router we have sent you. You will be able to keep using it or disconnect it, and use your previous router. Please understand that Technical Support will not be able to support this router until the router is officially released.

We may also keep you informed of any updates or news of the trial and we may invite you to participate in future trials.

16) Who can I contact during the trial?

The trial is being managed by the TalkTalk Labs Trials team who will happily respond to your enquiries on within 1 working day. Email hg533@talktalk-labs.com for any problems with regards your broadband or telephone connectivity or other technical issues, or any billing issues, you are still required to contact TalkTalk Technical Support (0870 087 8777) or Customer Services (0870 444 1820) to resolve your issues.

17) How do I offer feedback?

There are many methods of sending us your feedback from testing, but the easiest way is to login to My Profile and use the trial feedback form provided (this option is visible to trial participants only). You are also welcome to hg533@talktalk-labs.com with any questions, comments or issues you wish to inform us about.

18) During the trial, who owns the router?

TalkTalk Labs own the router until you have been deployed the Exit Survey, or told that the trial is over by TalkTalk Labs.

Please bear in mind the router may not be supported for a small while, or at all, depending on other technical and commercial decisions we make about the future of the device.

Anyone discovered attempting to, or selling the trial device before the trial is completed will be instantly removed from the trial, and requested to return the device to TalkTalk Labs without delay to prevent legal action being taken. Additionally, their validity to be selected for future trials will be severely limited.

19) Can I keep the new router after the trial is over?

If you successfully complete the trial by providing us with a completed survey, provided feedback on your experience of using the new router and complete the end of trial survey then you will get to keep the new router that we have sent to you.

20) What is TalkTalk Labs Desktop software?

In order to assess the performance of the devices, you will be required to download, install and run TalkTalk Labs monitoring software, TalkTalk Labs Desktop. Regular reporting from you (automatic process) is essential to completing the trial and the incentive of retaining the use of your router.

The software performs an automated upload and download speed test and ping tests to several different servers at regular intervals. The results of these tests will be visible to you in the My Profile section of the TalkTalk Labs web site.

For more information, and to download and install TTG Labs Desktop, please go to http://www.talktalk-labs.com/downloads/.

21) How can I apply to join the trial?

You can apply to join the Huawei HG533 Trial here.

22) Where can I find out more about the trial?

See the trial information page for more details.