topic Re: Replacement router order cancelled in Broadband

Replacement router order cancelled

Skyla50 — Fri, 18 Oct 2024 11:14:20 GMT

18 th October 2024

I have been having serious problems getting my router replaced

on the 6 th October 2024, router was not connecting to internet.

Logged with Tech service who diagnosed very quickly a fault router and an order for a replacement was ordered. Delivery 2 to Three days. After three days had not arrived, chat line to tech full fibre team who ran the test again and put me through to purchasing, who ordered a replacement for the lost replacement. Saying after investigation the original order was cancelled at despatch as they said I Already had a router and it would be chargeable.

Back to tech team, who put me back to purchasing who ordered a replacement and said it was defiantly not chargeable, expect in three days. Never arrived no tracking email fro Royal Mail, so was not despatched.

Back to Tech team who put me through to purchasing again, who on checking said they could not see the order in thier system!

but very helpful and reordered with notes on the order and said it would definitely be delivered in 2 to 3 days.

now the 18 of October have not had any internet connection except via a mobile that has now used up the free allowance and is getting expensive.

My question is how do I complain about the lack of service and how do I get out of this loop.

Re: Replacement router order cancelled

Debbie-TalkTalk — Fri, 18 Oct 2024 11:16:28 GMT

Hi Skyla50

I'm really sorry to hear this.

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

Thanks

Debbie

Re: Replacement router order cancelled

Debbie-TalkTalk — Fri, 18 Oct 2024 12:03:09 GMT

Hi Skyla50

Thanks for updating your Community Profile. I can't see any reasons why the previous router orders were cancelled.

I can see the new order placed and I will check on this again first thing on Monday morning to make sure this order is still progressing ok.

Re: Replacement router order cancelled

Skyla50 — Sun, 20 Oct 2024 09:03:10 GMT

Thankyou Debbie, will wait for monday

Re: Replacement router order cancelled

Skyla50 — Sun, 20 Oct 2024 09:35:40 GMT

Thankyou Debbie adding last post.

Just for info, the original order placed on th 7 th Oct and not delivered , is it possible that after the replacement order the despatch system has a block on further orders being sent to stop duplicate orders as the original order has not been deleted and needs someone to access it to unblock it ?

Re: Replacement router order cancelled

Debbie-TalkTalk — Mon, 21 Oct 2024 08:25:22 GMT

Morning @Skyla50

I'm just speaking to our Warehouse Team now and I will post back here as soon as I have further information.

Thanks

Debbie

Re: Replacement router order cancelled

Skyla50 — Mon, 21 Oct 2024 13:44:34 GMT

Many thanks,

Re: Replacement router order cancelled

Skyla50 — Mon, 21 Oct 2024 15:46:40 GMT

Hi Debbie any luck yet regards

Re: Replacement router order cancelled

Debbie-TalkTalk — Tue, 22 Oct 2024 06:19:19 GMT

Hi @Skyla50

I'm really sorry for the delay. I should receive more information at some point today.

I will let you know as soon as they come back to me.

Re: Replacement router order cancelled

Skyla50 — Tue, 22 Oct 2024 08:49:41 GMT

Debbie, Many thanks

Re: Replacement router order cancelled

Debbie-TalkTalk — Tue, 22 Oct 2024 12:50:20 GMT

Hi @Skyla50

Our warehouse team have advised that they are trying to find out what has happened to the router order and previous orders placed.

They will let me know as soon as they get to the bottom of this. Sorry again for the delays.

Re: Replacement router order cancelled

Skyla50 — Tue, 22 Oct 2024 14:38:58 GMT

Many thanks Debbie, hope they can find the reason. It’s does look like the latest order has gone the same way.

Do you know if they will resend the order .

all my equipment is WiFi except the voip phone and the tv,(no catchup or guide information, have been loaned a laptop to plug directly into the open reach box which gives me some internet access but has very slow hotspot connection, but no phone connection. So not ideal but hopefully things are moving.

Re: Replacement router order cancelled

Skyla50 — Wed, 23 Oct 2024 13:02:27 GMT

Hi Debbie, no news yet I think, as there seems there is serious problem somewhere along the line, is it not possible for an instruction just to issue a new router from the warehouse (customer care) and bypass the problem, to get me back up and running, whilst they sort out what has happened. ?
Regards

Re: Replacement router order cancelled

Debbie-TalkTalk — Wed, 23 Oct 2024 13:13:36 GMT

Hi Skyla50

This has been escalated to our warehouse team and they are working to fix this as quickly as possible.

As soon as they provide me with an update then I will post back here.

Re: Replacement router order cancelled

Debbie-TalkTalk — Fri, 25 Oct 2024 05:46:02 GMT

Hi @Skyla50

Our warehouse team have advised that they have expedited the router order and you should receive this today or tomorrow.

Thanks

Debbie

Re: Replacement router order cancelled

Skyla50 — Fri, 25 Oct 2024 08:20:36 GMT

Manythanks Debbie thats great news,

thankyou for help , will confirm when it arrives

Re: Replacement router order cancelled

Debbie-TalkTalk — Fri, 25 Oct 2024 08:21:54 GMT

Hi @Skyla50

Thank you and I'm sorry again for all the delays.

I will check in again with you on Monday.

Debbie

Re: Replacement router order cancelled

Debbie-TalkTalk — Mon, 28 Oct 2024 08:32:10 GMT

Morning @Skyla50

Has the router arrived?

Re: Replacement router order cancelled

Skyla50 — Mon, 28 Oct 2024 08:36:25 GMT

Monday morning. Hi Debbie it’s due to be delivered by dhl between 11 and 12. So looking good. Will post when arrived and installed. Regards

Re: Replacement router order cancelled

Debbie-TalkTalk — Mon, 28 Oct 2024 08:39:24 GMT

Hi @Skyla50

Oh I'm so glad to hear this, thanks for letting me know 🙂