topic Re: Request to return equipment - but I haven't left TalkTalk! in Broadband

Request to return equipment - but I haven't left TalkTalk!

antonhodge — Sun, 22 May 2022 15:58:46 GMT

I recently upgraded my Broadband Only to Fibre 65 package (as Broadband Only is no longer available). This was all done perfectly and with no problems whatsoever. However I have now received an email and letter (with returns label and bag) asking me to return the WiFi Hub, or be charged £50. However the new package still uses the old WiFi hub and I haven't been sent a new one - I assume this is just a system error which is treating me as someone who has left TalkTalk but then rejoined at the same time, and therefore I do not need to return the WiFi Hub?

Re: Request to return equipment - but I haven't left TalkTalk!

ferguson — Sun, 22 May 2022 16:05:21 GMT

That does seem like nonsense, the only occasion on which you would be expected to return equipment is if you had a replacement. This has been flagged to the support team for you, they will look into it and respond as soon as they can.

Re: Request to return equipment - but I haven't left TalkTalk!

Anonymous — Mon, 23 May 2022 06:42:02 GMT

Morning,

Can I just confirm, do you have 2 TalkTalk routers (different model) or just the one router?

Thanks

Re: Request to return equipment - but I haven't left TalkTalk!

antonhodge — Mon, 23 May 2022 08:01:13 GMT

Hi - it's just the one. I wasn't sent a replacement for the new package. Thanks

Re: Request to return equipment - but I haven't left TalkTalk!

Karl-TalkTalk — Mon, 23 May 2022 08:18:42 GMT

I've flagged this to our logistics teams to remove any chargeable option.

Thanks

Karl.