I shouldn't have been charged for replacement router

[GammaRay]

Back in April my TalkTalk Wi-Fi Hub stopped working properly. After a lengthy series of support chats, with application of remote diagnostics, troubleshooting checks and attempted firmware upgrade, a support technician finally agreed the router was defective. He arranged for a new router to be sent to me, and told me I should return the faulty one or else I would be charged for it.

I duly received a replacement router and returned the faulty one. The new router worked fine, and my broadband and wi-fi services were quickly back to normal.

I've just noticed on my May bill I was charged £30.00 plus £9.95 delivery for the new router. (I hadn't checked the bill at the time because I was away for a couple of weeks.) 

I was given no indication I would have to pay for the replacement, and I've always assumed the use of a (serviceable) router provided by TalkTalk is covered within the broadband package and monthly charge.

Surely this is a mistake, and I'm owed a refund?

[ferguson]

@saltyd 

Please start your own topic if you would like the support team to look into this for you.

[saltyd]

They're trying to do the exact same thing to me. Still without wifi they've just sent me the bill for the new hub and have spent an hour on the message board to various "experts" who've shuffled me around while I've queried the £30 charge. Every time you get a new expert you have to tell them all your details all over again then wait around for ages while they shuffle you onto someone else. It takes hours to ask a simple question. Then you have to start all over again. And again. I'd rather move to a different provider with proper customer support, i can't take this anymore.

[Michelle-TalkTalk]

Hi @RogerD3 

I'm sorry to hear this. Please can you create your own topic and we can look into this further for you.

Thanks

Michelle

[RogerD3]

I am in exactly the same situation. During protracted chats with the tech team they agreed that my router was no longer working and that they would send a replacement. They advised me to return the defective router in the enclosed return bag and that I would not be charged. The replacement router arrived and is working fine, but they didn’t enclose a return bag, so I still have the old router but don’t know where to send it. I have also been billed exactly as in GammaRay’s post above. Talk Talk need to send me a new bill with the router and postage removed, and if they send me a return bag I’ll gladly return the defective router.

“chat” line is like wading through treacle! 

[Arne-TalkTalk]

No problem.

[GammaRay]

Thanks for arranging the credit.

[Arne-TalkTalk]

Hi @GammaRay

A credit has been raised for the router, you will be able to request a refund via My Account, or leave it to be used against your next bill. 

Regards.

[GammaRay]

The charge for the replacement router was absolutely not explained to me, and I am questioning its validity. The only charge mentioned was for failing to return the faulty one. 

Can you access a transcript of the support chat? I was unable to save a transcript on the day.

[Arne-TalkTalk]

Hi GammaRay

Sorry that you are unhappy

I will need to check the full fault ticket, but the notes on the account state that a charge was explained and accepted by you aswell. 

[Gliwmaeden2]

I've moved this to the billing section for you, @GammaRay.

Staff reply Monday to Friday, so it may be next week before you get a reply now.