topic Re: Router Return Bag Still Not Received in Broadband

Router Return Bag Still Not Received

winter3 — Fri, 31 Jan 2025 14:45:39 GMT

Hi team,

7 days ago, I notified your team of my contract termination and requested a return bag for my router ASAP as I'm vacating my flat and will be unable to return the router after the service is terminated (which is the standard process).

Your team was very helpful over the phone and assured me that they will have the bag shipped in advance so that I can return the router prior to the service termination, however it has now been 7 days, and I only have a week left at my current flat, and I still haven't received it.

Would it be possible to please confirm I will receive the bag/labels before Friday next week, as that's the last day I'd be able to return the router?

Thanks

Re: Router Return Bag Still Not Received

Gliwmaeden2 — Fri, 31 Jan 2025 19:26:10 GMT

Staff will not be back now before Monday, @winter3, but, if you are worrying about having to be out of the flat on Friday, you could get the bag sent to your new address.

If you add that in the Private Notes part of Personal Information, that should help. Go via your avatar; settings; drop down menu..... in the Personal Information section, scroll down to Private Notes to add the new address. Scroll down further to find the SAVE CHANGES button.

Re: Router Return Bag Still Not Received

Chris-TalkTalk — Mon, 03 Feb 2025 09:18:36 GMT

Hi winter3,

It looks as though the returns bag has been dispatched, have you received it yet?

Chris

Re: Router Return Bag Still Not Received

winter3 — Mon, 03 Feb 2025 12:09:05 GMT

Hi @Chris-TalkTalk ,

I have still not received the bag, no 😞

@Gliwmaeden2

if you are worrying about having to be out of the flat on Friday, you could get the bag sent to your new address.

That will be impossible since I'm moving abroad, hence my concern about the delay

Re: Router Return Bag Still Not Received

Chris-TalkTalk — Mon, 03 Feb 2025 12:26:11 GMT

OK thanks. I'll check in again with you tomorrow morning and if it's then still not arrived I'll order another

Chris

Re: Router Return Bag Still Not Received

Chris-TalkTalk — Tue, 04 Feb 2025 11:49:42 GMT

Hi winter3,

Has the returns bag arrived yet?

Chris

Re: Router Return Bag Still Not Received

winter3 — Tue, 04 Feb 2025 11:59:12 GMT

Hi @Chris-TalkTalk ,

No, it has not and I'm getting worried about being able to return the router on time - my last day in the flat is this Saturday.

Re: Router Return Bag Still Not Received

Chris-TalkTalk — Tue, 04 Feb 2025 12:38:21 GMT

I've ordered another returns bag, it should be with you within a couple of working days

Chris

Re: Router Return Bag Still Not Received

winter3 — Wed, 05 Feb 2025 13:35:36 GMT

Hi @Chris-TalkTalk ,

Just wanted to let you know that I received the bag (whether the original one or the one you ordered, I don't know) today, thank you very much for your assistance with this and also to the wider TalkTalk org for the time we spent together, you have been nothing short of fantastic!

Re: Router Return Bag Still Not Received

Chris-TalkTalk — Wed, 05 Feb 2025 13:56:29 GMT

Hi winter3,

Glad to hear that you've received the returns bag, thanks for letting me know and for your kind words 🙂

Chris

Re: Router Return Bag Still Not Received

winter3 — Mon, 10 Feb 2025 10:49:04 GMT

Hi @Chris-TalkTalk ,

Just wanted to let you know that the router, and any auxiliaries, has been sent last Saturday, however the post office employee had troubles with the labels that came with the bag and said that he is unable to provide me with a receipt. FWIW, apparently that was the second label that day specifically related to TalkTalk that didn't work for some reason.

I did leave the bag with him and he said it will be shipped to the return address regardless of the fact that the label didn't work (what that entails, I do not know), I can provide photos of the bag being handed over to the Post Office, if necessary.

Re: Router Return Bag Still Not Received

Debbie-TalkTalk — Mon, 10 Feb 2025 11:09:10 GMT

Hi @winter3

Apologies for this.

Our warehouse team have identified a small number of returns bags/labels that were affected.

Can you send that photo to me by Private Message, I can then add a note to your account to confirm that the router was sent back.

Thanks

Re: Router Return Bag Still Not Received

winter3 — Mon, 10 Feb 2025 11:12:59 GMT

No need to apologize, @Debbie-TalkTalk , technical hiccups happen to the best of us. 🙂

Private message with photo proof sent over PM.

Re: Router Return Bag Still Not Received

Debbie-TalkTalk — Mon, 10 Feb 2025 11:22:11 GMT

Hi @winter3

Thank you 🙂

Photo received and I've left full notes on your account.

Debbie