topic Re: Being charged for a replacement router when TalkTalk say our existing on is faulty in Full Fibre

Being charged for a replacement router when TalkTalk say our existing on is faulty

AlicePughe — Tue, 04 Jun 2024 13:16:57 GMT

We have no internet since Thursday night. We have reset the router and ONT. We had an engineer visit as there was no internet when we plugged a device directly into the ONT. Engineer said no fault with line or ONT. Eero router will set up but then says no internet due to a missing IP address. Talktalk say this must be the router so insist on sending a new one. Next day I get an email saying there is a £129 charge for this new router, there was no mention of this when I talked to them. Why should I pay if their router is faulty? (I'm still not convinced it is the router anyway.)

Re: Being charged for a replacement router when TalkTalk say our existing on is faulty

Chris-TalkTalk — Tue, 04 Jun 2024 13:50:12 GMT

Hi Alice,

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: Being charged for a replacement router when TalkTalk say our existing on is faulty

AlicePughe — Tue, 04 Jun 2024 13:53:43 GMT

Done, thanks!

Re: Being charged for a replacement router when TalkTalk say our existing on is faulty

Chris-TalkTalk — Tue, 04 Jun 2024 14:21:30 GMT

OK thanks. Everything looks OK from our side so it's worth trying the new eero. Regarding the email about the charge, this is automatically sent even when we order the eero free of charges, unfortunately there's nothing we can do to stop it but you shouldn't be charged

Chris