topic Re: Trying to return router is very trying in Broadband

Trying to return router is very trying

Goodbyetalktalk2 — Tue, 20 Dec 2022 11:34:25 GMT

I would like to return my router after moving and cancelling broadband with Talk Talk and it is proving impossible.

I gave my new address at the time of cancelling and was told that they could not give an address to send the router back to but would send a bag to send it back in. No bag. I have tried calling multiple times and been told over and over that it is on it's way or I will receive it soon. Still no bag three months after the end of the contract. I am now receiving emails demading £50 for the router I have no way of returning to yourselves.

On another note, what has happened to the live chat. It is almost impossible to contact Talk Talk and i'm not spending any more time and money on your charged telephone number which is of no helop even when you do get through.

Help!!!

Re: Trying to return router is very trying

ferguson — Tue, 20 Dec 2022 11:42:36 GMT

Live chat is available here.

Otherwise, the support team here can arrange a returns bag for you. Make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account. Also, enter the full address that you would like the bag returned to in the Private notes section. Then wait for them to respond.

Re: Trying to return router is very trying

Debbie-TalkTalk — Tue, 20 Dec 2022 11:59:05 GMT

I'm sorry to hear this.

Please can you add your name and (old) TalkTalk account number to your Community Profile, I can then take a look at this for you.

Thanks

Debbie

Re: Trying to return router is very trying

Goodbyetalktalk2 — Wed, 21 Dec 2022 14:43:29 GMT

Hi Debbie,

Thanks for your response. I have updated my profile with the account details

Thanks

Re: Trying to return router is very trying

Goodbyetalktalk2 — Wed, 21 Dec 2022 14:45:20 GMT

Thanks for your response Ferguson. I have followed your advice.

However, Live Chat is not available when I follow that link. It is the Need Some Help page which has no link to Live Chat

Re: Trying to return router is very trying

Chris-TalkTalk — Thu, 22 Dec 2022 08:06:49 GMT

Hi,

I've ordered a returns bag, it should be with you within 5 working days

Regarding Live Chat, is the blue chat now button not showing in the live chat section?

Chris

Re: Trying to return router is very trying

Goodbyetalktalk2 — Tue, 24 Jan 2023 23:18:01 GMT

Hi Chris,

Thanks, I received the bag and returned the router. I am still getting regular email requests to pay £50 for the router, and now £12.50 on top for some admin fee. I assume that TalkTalk have received the router as it was in one of their recorded delivery bags but have no way of checking.

Please could you stop the demands for money please and update my account to show that the router has been returned?

ps chat is still not working

Thanks

Re: Trying to return router is very trying

Arne-TalkTalk — Wed, 25 Jan 2023 10:38:08 GMT

Hi Goodbyetalktalk2

Did you make a note of the tracking number that I can add to your account.

Re: Trying to return router is very trying

Goodbyetalktalk2 — Wed, 25 Jan 2023 18:39:19 GMT

Hi Arne,

I did not. I just posted it.

Is this not something which TalkTalk will have a record of as it's them that have sent and paid for it?

Re: Trying to return router is very trying

ferguson — Wed, 25 Jan 2023 18:41:54 GMT

I am not sure they will know the tracking number that was issued when you sent it.

Re: Trying to return router is very trying

Goodbyetalktalk2 — Wed, 25 Jan 2023 18:44:27 GMT

Well, I give up

Re: Trying to return router is very trying

Goodbyetalktalk2 — Wed, 25 Jan 2023 18:45:01 GMT

How do I make complaint?

Re: Trying to return router is very trying

ferguson — Wed, 25 Jan 2023 18:48:47 GMT

See the Complaints link at the bottom of the page. But before you do, give Arne here a chance to respond further.

Re: Trying to return router is very trying

Arne-TalkTalk — Thu, 26 Jan 2023 10:21:39 GMT

Hi Goodbyetalktalk2

The charge has been removed from the account, and I will add the account to the exemption list to stop any further communications, just incase the returns bag is not linked to your account by the warehouse.

Regards