topic Re: Router problem in Broadband

Router problem

Brins — Sat, 23 Nov 2024 12:49:39 GMT

My router kept loosing wi fi very frequently, I requested a new router but the only way I could get one was to pay £39,99 which has just shown on my bill.

The new router completely sorted my problem and is now solid as a rock, my question is how can I request a refund for this new router ?

Regards Brian.

Re: Router problem

Gliwmaeden2 — Sat, 23 Nov 2024 13:18:47 GMT

Usually a router is sent out for testing purposes if you order through the forum, @Brins, and if it solves the problem you need to return the old one, so it's a simple swap. Then there's no problem with charges unless you forget to return the old router!

You'll need to complete your community forum profile details for Talktalk staff to identify your account. Go via your avatar; settings...Personal Information. Scroll down to SAVE CHANGES.

Staff will respond after the weekend.

You will still need to send back the defunct router, so ask for a reply paid returns bag if none is included with the new one.

Re: Router problem

Brins — Sat, 23 Nov 2024 13:43:53 GMT

I forgot to add, they did promise to send a prepaid return bag but it never came, I still have the old router and I am very willing to return it if I new how,

Re: Router problem

Gliwmaeden2 — Sat, 23 Nov 2024 13:49:47 GMT

You simply have to wait for a staff response on here, @Brins.

It won't be before Monday, so just wait for their reply.

Re: Router problem

Arne-TalkTalk — Mon, 25 Nov 2024 11:58:17 GMT

Hi Brins

The account notes say that you agreed to pay for a replacement in a call on the 14th Nov.

Re: Router problem

windlesham1 — Mon, 25 Nov 2024 15:25:04 GMT

At one point TalkTalk had sent 4 routers -this time around my router is playing up but they won't send one as a test. The old one is OLD and we have a new phone line which may have caused it to start malfunctioning

Re: Router problem

Anonymous — Tue, 26 Nov 2024 07:33:34 GMT

Hi @windlesham1

Please can you create your own topic and we can look into this further for you.

Thanks

Michelle

Re: Router problem

Brins — Wed, 27 Nov 2024 11:04:20 GMT

Re: Router problem

Hi Michelle

I have tried to create my own topic but I don't know how, could you please look into my problem, also could you send a return bag and when testing my old router could you refund the £39.99 as I do not think customers should pay for replacements when old routers go bad.

I am 86 and getting tired now of asking, I just seem to get the run around as talk talk do not seem to want to help.

Brins.

Re: Router problem

Gliwmaeden2 — Wed, 27 Nov 2024 11:07:44 GMT

@Brins, this is your thread.

Staff were replying to the other customer, @windlesham1, who should not have posted on yours! It obviously causes confusion when this happens.

I'll re-escalate your thread.

Re: Router problem

Brins — Wed, 27 Nov 2024 11:12:30 GMT

Thank you for escalating and your help

Regards

Brins.

Re: Router problem

Debbie-TalkTalk — Fri, 29 Nov 2024 08:20:36 GMT

Hi @Brins

Please can you add your TalkTalk landline or account number to your Community Profile, I can then take a look at the router charge for you.

Thanks

Debbie

Re: Router problem

Brins — Fri, 29 Nov 2024 12:45:24 GMT

Thank you Debbie My landline number is *removed for security*

Re: Router problem

ferguson — Fri, 29 Nov 2024 12:55:54 GMT

@Brins

I have removed your phone number from display, you should never post personal details in public. Complete your profile as previously advised where only you and TalkTalk have access to the information.

Re: Router problem

Debbie-TalkTalk — Fri, 29 Nov 2024 12:56:06 GMT

Hi @Brins

Thanks for updating your Community Profile.

I have applied a credit to cover the charges (for the router) Please allow 48hrs for this to show in My Account.

Thanks again

Debbie

Re: Router problem

Brins — Fri, 29 Nov 2024 13:00:43 GMT

Thank you so much Debbie

Kind Regards

Brins.

Re: Router problem

Brins — Fri, 29 Nov 2024 13:03:24 GMT

So sorry, I have place my number on my profile now, thank you for removing it.

Kind Regards

Brins.

Re: Router problem

Debbie-TalkTalk — Fri, 29 Nov 2024 13:12:37 GMT

Hi @Brins

You're welcome and apologies for the issues you experienced.

Thanks

Debbie