topic Re: New Wifi hub was wrong, I'm still waiting for address label to return , need to check if refu... in Fibre

New Wifi hub was wrong, I'm still waiting for address label to return , need to check if refunded

Shandy2 — Thu, 19 Jun 2025 19:17:16 GMT

Hello, I spent an hour trying to connect to the new 'black fibre box' that Talktalk recently told me I needed and should order for £80.

I couldn't do it and phoned in for help - seems I'd received the 'wrong' box.

I've not checked if I was refunded the £80 yet, but was promised a return envelope to send it back. Anyone else had this problem? Seems I'm only on a Fibre65 contract, whatever that is!

Re: New Wifi hub was wrong, I'm still waiting for address label to return , need to check if refunde

fr8ys — Thu, 19 Jun 2025 19:58:05 GMT

Hi,
You are in the staff's queue for a response.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and the support staff can view.
Please post back when done.
Thank you

Re: New Wifi hub was wrong, I'm still waiting for address label to return , need to check if refu...

angelique-TT — Fri, 20 Jun 2025 07:25:59 GMT

Good morning Shandy2. I can confirm that there is no £80 charge for a router on your account.

Re: New Wifi hub was wrong, I'm still waiting for address label to return , need to check if refu...

angelique-TT — Fri, 20 Jun 2025 07:26:48 GMT

Have you received the returns bag?

Re: New Wifi hub was wrong, I'm still waiting for address label to return , need to check if refu...

Shandy2 — Fri, 20 Jun 2025 08:24:18 GMT

Good morning Angelique, thank you for replying. No, I haven't received the bag yet hence my enquiry. Thank you for confirming I haven't been charged.

Re: New Wifi hub was wrong, I'm still waiting for address label to return , need to check if refu...

mandisa1-TT — Fri, 20 Jun 2025 08:47:02 GMT

Looking into the account it was dispatched Yesterday, it should be delivered anytime soon. As it normally takes 3 to 5 working days. We apologize for the inconvenience caused.

Re: New Wifi hub was wrong, I'm still waiting for address label to return , need to check if refu...

mandisa1-TT — Fri, 20 Jun 2025 08:53:59 GMT

I will send you the tracking order number via private message:)

Re: New Wifi hub was wrong, I'm still waiting for address label to return , need to check if refu...

Shandy2 — Fri, 20 Jun 2025 09:40:44 GMT

Thank you very much.

Re: New Wifi hub was wrong, I'm still waiting for address label to return , need to check if refu...

Shandy2 — Fri, 20 Jun 2025 09:41:22 GMT

Thank you, I will post it as soon as the bag arrives. Have a good day 🙂

Re: New Wifi hub was wrong, I'm still waiting for address label to return , need to check if refu...

mandisa1-TT — Fri, 20 Jun 2025 09:54:28 GMT

You are most welcome and thank you so much, you too:)

Re: New Wifi hub was wrong, I'm still waiting for address label to return , need to check if refunde

fr8ys — Sat, 21 Jun 2025 14:14:08 GMT

@Shandy2

I tested the wifi hub on both fibre to the cabinet and premises and it worked on both.

It has a grey broadband and red (maybe green) WAN input.

Did you try both of these? The grey one should work for to the cabinet connections and the red is for full fibre.

I wonder if the instructions are an issue here as they are not clear on the help page intimating that it is only for full fibre.

If you still have it could you confirm if you tried both connections and if not try again please?