topic Re: Renewed contract talktalk sending welcome package? in Billing

Renewed contract talktalk sending welcome package?

Daylan1 — Wed, 08 Nov 2023 16:55:22 GMT

I had full fibre installed by in October as part of their switchover to Full fibre. At that time they sent me out a new wi-fi hub 2 router. My contract was then up for renewal on 3/12/2023 and i agreed a new contract. However they are sending out a welcome package which I hope does not include another Hub 2 router . I had agreed to keep my new fibre65 broadband speed that I received when full fibre installed in October 23. I am not sure what welcome package would include as already was told that I could keep existing router and i was on full fibre now. If they do send me another router should they include a return prepaid bag for the old one? Why i need a welcome package i have no idea as have been with for years.

Re: Renewed contract talktalk sending welcome package?

Gliwmaeden2 — Wed, 08 Nov 2023 17:12:22 GMT

They are not automatically sending out the returns bag these days, despite the fact they demand the return of redundant routers, @Daylan1.

Just post back on here if it turns out you need one.

An upgrade isn't the same as a renewal as you now have different infrastructure for your service - hence the welcome pack.

Re: Renewed contract talktalk sending welcome package?

Daylan1 — Wed, 08 Nov 2023 19:48:32 GMT

Thanks for that. I received a new router today exact same as i got when changed to full fibre on 16/10/23 and listed as wi fi hub 2 0.00 charge on my account on 17/10/23 wifi hub 2 so have left in box and luckily i got a grey plastic bag and a a prepaid sticker so am going to just put the whole cardboard box in the grey bag( i have not taken anything out ) and add a note saying thanks i already got a new router when was changed to full fibre. I have asked to check and make sure am not charged £9.95 for another router. I thought they would have known another router is not required as wasnt changing anything from what full fibre they gave me when installed 16/10/23.

Re: Renewed contract talktalk sending welcome package?

Gliwmaeden2 — Wed, 08 Nov 2023 20:20:33 GMT

Keep a certificate of posting from the PO, @Daylan1 as proof of sending and to follow the tracking number.

I'll move this to billing for staff to check that charge.

Re: Renewed contract talktalk sending welcome package?

Debbie-TalkTalk — Fri, 10 Nov 2023 08:20:09 GMT

Hi Daylan1

I'm just sending you a Private Message to confirm some details so we can take a look at this for you.

Please can you reply on this thread to let us know once you have completed the form.

Re: Renewed contract talktalk sending welcome package?

Daylan1 — Sat, 02 Dec 2023 13:25:28 GMT

Hi,

I have now been charged £9.95 equipment delivery charge on my latest bill for a hub wifi 2 router I dont think i needed on contract renewal in November 23 as already had one a hubwifi 2 delivered when Talktalk upgraded me from copper to full fibre on 16/10/23 as part of their full fibre switchover . I have messaged talktalk again today as part of previous private message received from talktalk on 10/11/23 as cant see a reply about checking the £9.95 equipment delivery charge. There was nothing in my renewed contract documents In November 23 to say added charges for delivering. I returned the hubwifi 2 sent to me in October 23 and kept the new one received November 23 as advised on a text conversation as they thought may have new functionality . I will await talktalks response.

Re: Renewed contract talktalk sending welcome package?

Gliwmaeden2 — Sat, 02 Dec 2023 13:59:44 GMT

@Daylan1, the delivery charge is one of those things listed as one-off fees (but most customers don't know about the page):

http://community.talktalk.co.uk/pricing

Unless staff specifically ask you to reply to a PM, don't use that facility for following up.

They asked you to post back on here 3 weeks ago.

They are not going to know to sort through dozens of PMs unless they have seen your prompt as requested on here.

So that won't have been processed, as a result, I'm afraid.

I'll re-escalate this thread for them to follow up after the weekend.

Re: Renewed contract talktalk sending welcome package?

Daylan1 — Tue, 05 Dec 2023 15:38:26 GMT

Hi,

There is a reply button on the private message but didnt see any note not to use. There should not be a reply button on any private message then but instead some kind of note if I want to reply . I might not have not seen any note if there is one.

The link provided on private message I received I think began smm didnt work saying oops something went wrong which is why I was replying initially and I tried again more recently and still didnt work .

I think I will not renew my contract once this one finishes in a year or two s time as this should have been a fairly simple process as no mention of the £9.95 equipment delivery charge when I agreed contract over phone or in the contract documents I received. For a router I probably didnt need as already got one about 3 weeks before .

Thank you again for your help .

Re: Renewed contract talktalk sending welcome package?

Gliwmaeden2 — Tue, 05 Dec 2023 18:16:58 GMT

It was simply that the staff will look for you to follow up on here, so if the PM link glitches, you post on here to say so etc.

The links have a very short shelf life, so if not replied to that very day, you need to request that staff send one that you can pick up pretty much as soon as it comes in.

As it's a community, there are a few things detailed in the guidelines to help it run more smoothly. Community stars can have no influence on the rules!

Not sure why staff haven't picked up this thread to look at the £9.95, so I'll flag it up again.

Re: Renewed contract talktalk sending welcome package?

Daylan1 — Tue, 05 Dec 2023 19:31:50 GMT

Thanks for that.

Seems a bit complicated to me that cant reply to the private message from talktalk despite the fact that there is a reply button highlighted in light blue on the private message I received from talktalk which I assumed would go straight back to whoever sent the private message.

The fact the link maybe time limited doesnt really help either as is relying on someone not working and remembering to check any responses.

Thanks again for your help.

I will await talktalks response.

Re: Renewed contract talktalk sending welcome package?

Arne-TalkTalk — Wed, 06 Dec 2023 13:19:34 GMT

Hi @Daylan1

A credit has been raised to clear the charge.

Sorry for any confusion.

Re: Renewed contract talktalk sending welcome package?

Gliwmaeden2 — Wed, 06 Dec 2023 13:44:01 GMT

@Daylan1, the time limit on the links is for security reasons.

You can reply to any ordinary customer via PM.

The point about staff PMs is to avoid overwhelming the inboxes, and the fact is that replying on the thread helps the community follow the topic and may help other customers.

There's a workflow queue for the threads which means we can flag things up for attention. We can't do that for PMs.

Re: Renewed contract talktalk sending welcome package?

Daylan1 — Sat, 09 Dec 2023 13:52:53 GMT

Talktalk are clearing the charge so that will resolve . I was going to thank the talktalk but not sure on this thread .

Once my contract ends in a year or two I will be going to another providor as have had a couple of problems with talktalk that had for first time in years in the past few months and was quite difficult to resolve due to the communication options on the website and trying to find the live chat link .

Thank you for help .