topic Re: New router in Broadband

New router

Tiffany21 — Fri, 28 Jun 2024 07:57:43 GMT

Hi, i recently moved home and the Internet doesn’t work since I moved in. The engineer from OpenReach came yesterday checked everything and concluded that should be something wrong with the router. I talked through online chat yesterday afternoon then and that technical agent told me they would send a new replacement router for me. However until now I haven’t received any tracking number or information about if my router has been shipped. Is that normal?

also, as my service has been broken since June 25, I have no internet - will there’s a refund on my bill?

Re: New router

Anonymous — Fri, 28 Jun 2024 08:00:03 GMT

Hi Tiffany,

I'm sorry to hear this and we can look into this for you.

Can you please update your community profile to include your:

Name
Telephone number or Account number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

Re: New router

Tiffany21 — Fri, 28 Jun 2024 09:08:01 GMT

Hi Michelle - thanks for your response. I confirm that I have updated my profile.

Re: New router

Chris-TalkTalk — Fri, 28 Jun 2024 10:07:28 GMT

Thanks for updating your profile. I've checked the system and showing that a router has been order but no tracking number showing yet. If you don't receive the router today or tomorrow could you bump the thread on Monday and we'll check again

Chris

Re: New router

Tiffany21 — Fri, 28 Jun 2024 11:48:32 GMT

Hi Chris, many thanks for your reply. I received an email saying that “there was an issue with your recent equipment order. The good news is we have already organised a replacement and you won’t need to do anything. However, this does mean that your package may take slightly longer to get with you than expected.”. May I ask when should I expect the delivery please? As I work from home I might it do be done ASAP.

Re: New router

Chris-TalkTalk — Fri, 28 Jun 2024 11:52:12 GMT

We advise 3-5 working days for delivery but they usually arrive next working day or the day after. When did you receive the email

Chris

Re: New router

Tiffany21 — Fri, 28 Jun 2024 11:53:38 GMT

Hi Chris, thanks for your reply. I received that email just one hour ago.

Re: New router

Chris-TalkTalk — Fri, 28 Jun 2024 12:02:41 GMT

OK thanks, then you'll probably receive the router tomorrow or Monday I would think.

Chris

Re: New router

Tiffany21 — Sat, 29 Jun 2024 09:00:46 GMT

Hi Chris, still haven't heard from any parcel information from the courier / from TalkTalk.

Also, may I ask what would you adjust my bill please? As I have no internet since June 25 this month.

Re: New router

Gliwmaeden2 — Sat, 29 Jun 2024 12:53:10 GMT

@Tiffany21, if you read the following article you will see that automatic compensation is awarded instead of a bill adjustment, calculated after resolution of the issue. The article explains all that.

Post again in the billing section if there is still an issue after that time has elapsed.

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

Forum staff will respond after the weekend.

Re: New router

Anonymous — Mon, 01 Jul 2024 05:54:07 GMT

Morning,

Hopefully the router will arrive today. We'll check back in with you this afternoon.

Thanks

Michelle

Re: New router

Anonymous — Mon, 01 Jul 2024 11:58:28 GMT

Good afternoon,

Just checking back in to see if the router has arrived?

Thanks

Michelle

Re: New router

Tiffany21 — Mon, 01 Jul 2024 12:19:58 GMT

Hi Michelle - not yet but I see the status is out for delivery, I will get back to this thread if I received and it worked.

Re: New router

Debbie-TalkTalk — Tue, 02 Jul 2024 12:26:27 GMT

Hi @Tiffany21

Did the router arrive yesterday?

Re: New router

Tiffany21 — Tue, 02 Jul 2024 13:11:09 GMT

Hi Debbie, yes it has arrived yesterday and now works well. Thanks for your help

Re: New router

Debbie-TalkTalk — Tue, 02 Jul 2024 13:15:27 GMT

Hi @Tiffany21

That's great, thank you for letting me know 🙂

I have sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie