Eero 6 VOIP Digital Voice Adapter required

[DDFailed]

Hello Team,

I have renewed my Fibre 150 and Voice contract, and have been sent an Eero 6 to replace my current FAST 5464-2.T4 Router. This causes me a few problems

1. Reading this Forum it seems I need a Digital Voice Adapter to continue to use Voice/Landline equipment I have.  
2. I never asked for a New router, and I wasn't aware I was going to be charged £9.95 for the delivery of it. Only found out via a email.
3. The Eero only has 2 connections, one for the incoming Fibre  Input, and I presume the second will be used by the Voice adapter, this leave me no possibility to continue with my hardwired connections.
4. Can I just continue to use my FAST 5464 router?

As it stands I have been given a New (and charged delivery for) a router that only makes my service worse not better, so not very impressed.

[angelique-TT]

Thank you. Please refer to your private messages. I have sent you a message, thanks. 

[DDFailed]

Hi Angelique,

Screenshot as requested;

[angelique-TT]

Hi DDFailed. Please can you send me a screenshot of that, thanks. 

[DDFailed]

Hello TT Team,

I have checked my Proof and posting, and can see the item was delivered on 29/05. Can you please review and refund/credit my account.

[Philile-TT]

Good morning @DDFailed I have had a look at your account, and I can confirm that there was a delivery charge. As you have mentioned that you will posting back the equipment, please keep the proof of return and then you can contact us after posting it back so that we can look into crediting your account and you can request a refund or keep it as a credit for your future bill. 

[DDFailed]

Hi nambuso,

Yes, my service is working on my old FAST router, but to be clear, my outstanding Issue is I was charged delivery for the Eero router that has been of no use to me, and I am asking for a refund of the delivery charge.  As described in my previously sent message below;

on ‎13-05-2025 01:38 PM

Message 5 of 10

Hi nomfezeko-TT,

Thanks for your reply. My service is currently working fine using my original FAST 5464-2.T4 router. 

I have looked at the Bill that has been generated this month, and I have been charged for the delivery of the Eero router, can this charge be refunded please I as never needed the Eero and will be sending it back. I already have a returns envelope so I will use this.

[nambuso-TT]

Hi there DDFailed. you did mention that you are able to use your services using FAST 5464-2.T4?

[ferguson]

@DDFailed 

I have re-escalated this for you. 

[DDFailed]

Hi TalkTalk,

Any update on the refund request in my last message? 

[nomfezeko-TT]

Hi @DDFailed , thank you for your message. I’m glad to hear that your service is working well with your original FAST 5464-2.T4 router.

Regarding the charge for the delivery of the Eero router, I understand your concern. I will need to have a look into the account so that I can advise further. 

-Fez. 

[DDFailed]

Hi nomfezeko-TT,

Thanks for your reply. My service is currently working fine using my original FAST 5464-2.T4 router. 

I have looked at the Bill that has been generated this month, and I have been charged for the delivery of the Eero router, can this charge be refunded please I as never needed the Eero and will be sending it back. I already have a returns envelope so I will use this.

Preview

[nomfezeko-TT]

Hi there @DDFailed , thank you for reaching out to us regarding your recent contract renewal and the new Eero 6 router. I understand all your concerns, and we will try our best to help as a team. I do acknowledge that you have renewed your Fibre 150 and Voice contract and have been sent an Eero 6 to replace your current FAST 5464-2.T4 router which is giving you problems, just to check, are you still getting these issues?

-Fez. 

[Gliwmaeden2]

If you are not going to use the Eero, @DDFailed, you should return it. 

Staff should be able to send you a returns bag for it - and make sure that you keep the certificate of posting. 

[DDFailed]

Hi Ferguson,

Many thanks for the quick reply, really appreciate it.

As I will not be sending back the old Router can you confirm to  me that I will not be charged £50 for "Failure to Return" as stated in the Return Equipment letter as I am continuing to use it?

Thanks

[ferguson]

Yes, you can carry on using your current router. No idea why you were charged for delivery. I have moved this to the Billing section so that the support team can have a look, make sure that your personal details including TalkTalk phone number or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.