topic Re: I've been asked to return my router or I will be charged £50?? in Broadband

I've been asked to return my router or I will be charged £50??

VirtuaMcPolygon — Fri, 20 Oct 2023 19:44:19 GMT

I've received an email requesting me to return my broadband hub with a serial number on the email.

The problem is that the serial number doesn't match my replacement hub and the faulty one that is/was broken.

I had to request a new hub as the old one died with a bad firmware update putting it into a death loop on boot and a hard reset didn't fix it.

I don't think I have my old hub now as I was told to dispose of it. Just found the card only which has the serial number on it.

I don't know what to do as I cannot return something I don't have with a different serial number requested??? I thought I would ask on here as I dread to ask this on the telephone support and be past around with confused 1st liner tech support.

Many Thanks!

Re: I've been asked to return my router or I will be charged £50??

KeithFrench — Sat, 21 Oct 2023 10:19:55 GMT

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.

Re: I've been asked to return my router or I will be charged £50??

VirtuaMcPolygon — Sat, 21 Oct 2023 10:24:11 GMT

I've been chatting to the support via the chat support.

I've found the old router so I can return it. But as I explained to support I do not wish to be billed for returning a router that has a different serial number than expected. I always assume the worst as most things these days are automated and if they don't match up I assume by default I will be charged regardless. Ever the pessimist me...

Re: I've been asked to return my router or I will be charged £50??

Gliwmaeden2 — Sat, 21 Oct 2023 10:36:14 GMT

Staff usually just put a note on your file, but the main thing is to return something, @VirtuaMcPolygon and keep a certificate of posting so you can check the tracking number.

Sometimes Talktalk is slow to process the returns, so keep your record of it!

Re: I've been asked to return my router or I will be charged £50??

Arne-TalkTalk — Mon, 23 Oct 2023 09:05:28 GMT

Hi @VirtuaMcPolygon

If you post the tracking number on this thread I will add it to your account, making you exempt from any charges for equipment.

Regards