topic broadband router failure in Broadband

broadband router failure

Grazza57 — Thu, 09 Jan 2025 15:26:54 GMT

does anyone know if my router does not connect and they send me a new one does it cost me a fee?

Re: broadband router failure

Chris-TalkTalk — Thu, 09 Jan 2025 15:39:35 GMT

Hi Grazza57,

If the router is faulty then we can replace it free of charge. Can you please update your community profile to include your:

Name
Telephone 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
Chris

Re: broadband router failure

Grazza57 — Thu, 09 Jan 2025 16:07:40 GMT

yes l have a new one but you want me to pay for it and l am waiting for a manager to call me between 1400 and 1600 gmt it is now 1605 to discuss a compromise

Re: broadband router failure

Debbie-TalkTalk — Fri, 10 Jan 2025 06:38:53 GMT

Hi Grazza57

Did we send you a new router but advise it would be chargeable?

Re: broadband router failure

Grazza57 — Fri, 10 Jan 2025 10:50:58 GMT

oh yes £30 they want from me and yesterday l had a call booked to ring me over this but failed to call me, this is not a good company image is it? There is plenty of this on the community chat group.

Re: broadband router failure

Debbie-TalkTalk — Fri, 10 Jan 2025 11:29:23 GMT

Hi @Grazza57

I can send the router for you for free, would you like me to arrange this for you now?

Re: broadband router failure

Grazza57 — Fri, 10 Jan 2025 11:36:29 GMT

I do not need one l been sent one already and it works.

I have now emailed a complaint about this issue of payment, the handling of this issue and also 5 days compensation without a broadband connection.

Re: broadband router failure

Debbie-TalkTalk — Fri, 10 Jan 2025 12:23:45 GMT

Hi Grazza57

Apologies for this. As you have raised a complaint then our complaints team will investigate this and contact you to discuss this further.

Thanks