Charged for free router

[Daria2]

I signed up to full fibre 900 which should have Total Home Wi-Fi included at no extra cost. However, so far the service has been a disaster.

Router didn't arrive. I had to chase 3 times and each time I got lied to saying it would be there that day. It hadn't even been sent. Finally got someone to order one for me. Except only one eero arrived when I should have received two.

I have had to chase 3 more times for my 2nd eero. Once again lied to on multiple occasions saying that it had been ordered. Finally got someone to order it and now I have received an email saying I will be charged £129 for it!

[Arne-TalkTalk]

Hi Daria2

Email is generic, the agent has noted that the charge has been waived. 

Sorry for the confusion 

[ferguson]

The charge is automatically generated at the point of dispatch, but the email has probably been sent in error. The support team will check this for you when they pick this up.