topic Re: Return of router in Full Fibre

Return of router

spaarks11 — Tue, 01 Jul 2025 15:21:38 GMT

I have received a demand to return Eero router s/no. NCAW06G87KYGX4E

1. I do not have the prepaid label, which I used to send a previous router back some months ago.

2. I still need the router to fill in a dead spot.

Please advise

Denis Campbell

Re: Return of router

angelique-TT — Tue, 01 Jul 2025 15:46:03 GMT

Hi there @spaarks11. Please can you confirm when did you receive a demand regarding this?

Re: Return of router

spaarks11 — Tue, 01 Jul 2025 15:58:08 GMT

This afternoon at 16:04email from TalkTalk

Re: Return of router

angelique-TT — Tue, 01 Jul 2025 16:06:41 GMT

Please can you send a screenshot of the part that says you need to return your router.

Re: Return of router

spaarks11 — Tue, 01 Jul 2025 16:16:42 GMT

part

Re: Return of router

angelique-TT — Tue, 01 Jul 2025 16:22:27 GMT

Please confirm if you are currently using the router that you were asked to be returned? and how many routers do you have in your possession?

Re: Return of router

spaarks11 — Tue, 01 Jul 2025 16:53:23 GMT

Yes. I have three in total, which are all in use.

Re: Return of router

angelique-TT — Wed, 02 Jul 2025 07:18:43 GMT

I understand however you do not need all three routers which is why you received this email yesterday. You need to return the one that is requested. Please ensure that you check the sticker so that you can return the one that has the listed serial number.

Re: Return of router

spaarks11 — Wed, 02 Jul 2025 09:23:07 GMT

All three routers are required because there are two areas of low signal, causing my speed to drop from the promised 150Mbps to around 30Mbps or lower in those areas.

Re: Return of router

sabelo-TT — Wed, 02 Jul 2025 09:26:01 GMT

With this instance, our Full Fibre specialists will need to intervene as they will be able to check on your line for any faults that may be impacting your speeds. Kindly reach out to the team using 03451720074 Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed.

Re: Return of router

spaarks11 — Wed, 02 Jul 2025 11:36:10 GMT

I am talking to them now.

Please refer to my message of 24/4/2025 quote The Gateway Eero has been on Ch106 for the past couple of weeks, and my mobiles are connecing on 5GHz - though I now have extender Eeros in three rooms. I guess we can close this topic now. unquote

I have disconnected the router you want back and the low signal prevails.

Re: Return of router

spaarks11 — Wed, 02 Jul 2025 13:48:35 GMT

After 2h30m on chat, I was transferred from Tech Support to the the Better Value team who said that I can keep the router and the email was sent in error. But they cannot send me an email to countermand the original email.

Tech Support did not seem to understand the simple issue, maybe a language problem, and at one point wanted to send round an 'engineer' for £75. The whole thing is bizarre, and not at all acceptable.

Re: Return of router

siphosethu-TT — Wed, 02 Jul 2025 13:50:46 GMT

Hi there @spaarks11, just to understand the issue what you basically saying is that you received a replacement router and was asked to return the Eero back or else you'll be charged?

Re: Return of router

spaarks11 — Wed, 02 Jul 2025 13:53:08 GMT

Yes. The Better Value team eventually said the email was sent in error and I could keep the router without charge.

Re: Return of router

siphosethu-TT — Wed, 02 Jul 2025 14:03:00 GMT

If it was a replacement for a fault on your old one, you'll have to return it. Thanks

Re: Return of router

spaarks11 — Wed, 02 Jul 2025 15:51:12 GMT

Not the Better Value Team - it was Customer Services and Billing. Here is a transcript of the chat:

You are now connected to a TalkTalk expert. They'll review all of the information you've provided so far and will reply to you within 2-3 minutes. Keep an eye on this window.|14:22 PM

Moen|14:24 PM

Good afternoon, Denis. You’re speaking with Moen from TalkTalk Customer Service and Billing. I’m here to assist you today regarding on the email.

You|14:25 PM

Moen|14:25 PM

Please hold on while I pull up your account. Thank you for your patience.

Moen|14:26 PM

Could you please confirm your account number for me?

Moen|14:27 PM

If you don't have it on hand, you can confirm your postcode instead.

You|14:27 PM

ABCDEFGHI [ACCOUNT NUMBER REMOVED FOR SECURITY REASONS]

Moen|14:28 PM

Thank you for confirming. I will send the one-time passcode to your registered email or mobile number on the account. Which do you prefer? This is a necessary step for us to ensure we pull up the correct account and also to make sure your account and information are safe with us.

You|14:28 PM

Moen|14:28 PM

Thank you! I have now sent the code to your registered email. Please confirm it for me.

You|14:29 PM

9468

Moen|14:30 PM

Thank you for confirming. After checking here, please disregard the email as it was system-generated. According to my conversation with my manager, you are not the only one experiencing this issue.

You|14:31 PM

Please send an email cointermanding the original.

Moen|14:31 PM

I understand that you need the equipment, and please don't worry; you can keep it, and you don't need to return it. I can assure you of that.

Moen|14:32 PM

At the moment, I am unable to send you an email regarding this. However, I will make a note of it, and I assure you that you will not be charged for it.

You|14:32 PM

You|14:33 PM

Bye

Moen|14:33 PM

You're too kind! My mission is to make your day smoother, easier, and maybe even a little brighter.

Moen|14:33 PM

Is there anything else I can help you with?

You|14:35 PM

Thats all thanks

Moen|14:35 PM

You are very welcome! So, I won't be taking too much of your time. It was a pleasure to assist you today. please have a great day a head.

Moen|14:35 PM

Thank you for contacting us. We would love to hear your feedback on the service you have received. At the end of this conversation, I will be sending you a brief survey. We assure you that it won't take more than 5 minutes to complete. Thank you for taking the time chatting with TalkTalk Customer Service and Billing Support Team, once again this is Moen. Cheers!

Re: Return of router

siphosethu-TT — Wed, 02 Jul 2025 14:34:12 GMT

It's okay then in that case you can keep it, I've checked the note on the account. Sorry about all of this. Thanks 😉

Re: Return of router

spaarks11 — Wed, 02 Jul 2025 14:38:00 GMT

😓...whew!

Re: Return of router

siphosethu-TT — Wed, 02 Jul 2025 15:18:05 GMT

Take care, you know where to find us should you require any assistance in future. Thanks

Re: Return of router

Gliwmaeden2 — Wed, 02 Jul 2025 15:52:27 GMT

@spaarks11,

I've removed your account number from public display that was mentioned in the course of your Chat transcript.