topic Re: Router return process in Broadband

Router return process

dpqdpq — Tue, 15 Jul 2025 01:50:59 GMT

I cancelled my contract today as I am moving house on Friday and no longer need my TalkTalk account. It seems the account will be active for another 30 days even though I will not be using it soon. The lack of information on the router returns process is a bit of a worry. Firstly, I have no idea if I need to return mine or not. And if I do, TalkTalk do not have my new address so any bag that is sent to the current address will not be used by the next owner and they will not have the router anyway.

Any help welcome, but I'd rather not spend 30 minutes on the phone about something simple like this.

Re: Router return process

Gliwmaeden2 — Tue, 15 Jul 2025 06:44:51 GMT

@dpqdpq,

There's a link to the returns bag information among the cancellation information on this page:

https://community.talktalk.co.uk/t5/Articles/Cancel-your-TalkTalk-service/ta-p/2204737

Tell us which router you have and staff can confirm whether it must be returned.

The 30 days' notice doesn't mean that the service will be active all that time - it's just the period that you are charged for as Talktalk needs a buffer. Did you confirm with them what date the service will actually stop? You don't want other people moving into your property using the phone line to make calls etc. Check that detail.

If you complete your community forum profile details with current information, staff will be able to identify your account.

Go via your avatar; settings; Personal Information. In Private Notes near the end of that section add the NEW address details for them to send the bag to. SAVE CHANGES.

Re: Router return process

amahle-TT — Tue, 15 Jul 2025 07:22:40 GMT

Hi there @dpqdpq, thank you for reaching out. Please confirm your new address in private, thank you.

Re: Router return process

dpqdpq — Tue, 15 Jul 2025 08:23:23 GMT

Thanks for your replies, much appreciated. I think it is the WIFI Hub (was set up in 2022). I told the customer support person on th phone that I would be leaving on Friday, but I have no idea if they are going to specifically stop the service on this date. This vagueness is why the process ought to be online rather than chatting to someone who may or may not listen carefully. My address from Friday is in private notes, thanks.

Re: Router return process

Gliwmaeden2 — Tue, 15 Jul 2025 08:33:17 GMT

Thanks for confirming which router, @dpqdpq, and yes, that one does definitely have to be returned.

Re: Router return process

dpqdpq — Thu, 17 Jul 2025 00:43:46 GMT

Is someone able to confirm that my service will cease this Friday 18th? All I see in my account is that estimated end date is 13th Aug but that is 30 days after I cancelled and unclear if the service will still be active or not. I told the person on the phone the precise details but no way of knowing if they acknowledged what I told them, which is a major issue with having to phone up to end service. Moving house is a busy time and I appreciate TalkTalk want to try to convince customers to stay, but all of this should be possible to sort out easily online in account settings instead of asking on this forum about what is a very common process or worse still having to waste 30min on the phone. Any help appreciated.

Re: Router return process

dpqdpq — Thu, 17 Jul 2025 01:18:47 GMT

Basically I want to be sure that the new resident here will not be able to use my account or the landline which I obviously have no use for myself from Friday but that they will be able to set up their own internet or phone contract shortly after they have moved in and not need to wait til the 30 days is finished.

Re: Router return process

kanya-TT — Thu, 17 Jul 2025 07:24:18 GMT

Hey there @dpqdpq. We can check for you if the returns bag have been sent to you, I suppose the challenge would be sending them to your new address. And also here is a link below explaining what happens when you leave TalkTalk.

Your final bill

Kanya

Re: Router return process

dpqdpq — Thu, 17 Jul 2025 08:05:19 GMT

Thanks for your reply but it doesn't really answer the question. My details are in my notes if you can see them.

I am not tranferring to another provider. I am simply ending my package because I am moving house and have no need for internet now.

Weirdly, the email says 'You're keeping your landline number' which makes no sense because I am moving house tomorrow so the landline will be nothing to do with me. I never used it and would prefer it is deactivated tomorrow so it cannot be used by the next person who lives at this address.

I understand that I need to pay for 30 days after cancelling, even if I disagree with it. But I'll like to make sure that the service will end tomorrow because I am leaving this address.

I believe someone else has already checked that the router returns bag will go to my new address so that's hopefully sorted out.

I must say, the process is not great. This is surely a very common occurrence.... closing account, moving prior to the 30 days being up.

Can someone confirm my services will end tomorrow (but that I am still paying up until 13th Aug due to the 'rules')?

Thanks in advance

Re: Router return process

Gliwmaeden2 — Thu, 17 Jul 2025 08:07:49 GMT

@kanya-TT, the current worry is that people coming in could use the landline for outgoing calls and run up a bill; or there might be problems for the newcomers' new service if @dpqdpq's doesn't cease in time.

@dpqdpq, the information link I gave you does explain how to cancel and there's never been a form to do this online.

It's not just an attempt to keep customers, it's also to help ensure that the account holder is in charge of the choice to cease a service, not some mischief maker.

Even Chat can't do it directly but require customers to take a phone call from Talktalk to confirm proceedings.

Forum staff can't process the cancellation either, but can check progress.

Cancellation processes are also explained in the Ts&Cs linked at the foot of any Talktalk page, and in your contract details.

Re: Router return process

kanya-TT — Thu, 17 Jul 2025 08:06:57 GMT

l will use the details in your notes to confirm for please allow me 2-3 minutes.

Kanya

Re: Router return process

kanya-TT — Thu, 17 Jul 2025 08:14:27 GMT

Hey @dpqdpq. I will send you a private message on the progress of your cancellation process. Please check your private message.

Kanya