topic Re: Return old router after Full Fibre upgrade. in Full Fibre

Return old router after Full Fibre upgrade.

mgzsman1 — Tue, 17 Dec 2024 12:07:19 GMT

Hi,
I'm posting on behalf of my 86-year-old mother. She has just been upgraded to Full Fibre (she only uses Netflix and occasional e-mails) by Cityfibre. When they performed the upgrade they took the old router away with them but my mother has now received a letter instructing her to return her old router or she may be charged £50. She is worried sick, so can she ignore the letter ?
Thanks

Re: Return old router after Full Fibre upgrade.

Arne-TalkTalk — Tue, 17 Dec 2024 15:23:33 GMT

Hi mgzsman1

Can you add your mum's account number to your community profile. I will ensure there is no charge

Sorry for the confusion

Re: Return old router after Full Fibre upgrade.

mgzsman1 — Tue, 17 Dec 2024 16:38:35 GMT

Thank-you for the quick reply. My mothers account number is XXXXX REMOVED FOR SECURITY REASONS- her mind will be eased.
Thanks again

Terry

Re: Return old router after Full Fibre upgrade.

Gliwmaeden2 — Tue, 17 Dec 2024 16:42:02 GMT

@mgzsman1, the account information must NOT be displayed in the public thread!

Please go via your avatar; settings; drop down menu.....in Personal Information, scroll down to PRIVATE NOTES, near the end of that section.

Add your mother's name, address, Talktalk phone number and account number there.

Scroll down further to find the button to SAVE CHANGES.

Staff will be back on here during the day. They reply Monday to Friday. Hours may differ over the Xmas period.

Re: Return old router after Full Fibre upgrade.

mgzsman1 — Tue, 17 Dec 2024 18:49:06 GMT

Apologies. I have now added my mothers account details in my Profile->Private.

Thanks

Terry

Re: Return old router after Full Fibre upgrade.

Arne-TalkTalk — Wed, 18 Dec 2024 09:56:58 GMT

Thank you, there will be no charge.