Hi,
like several other people in recent posts, we are having a problem with the return of one of our routers. We had to return two routers for two different accounts and addresses, but it wasn't clear from the two bags we received which router was meant to go into which bag. We decided that the information on the back of the routers would probably be enough for you to identify them. We sent both routers from our local post office on 21st November last year, and we still have the receipt. Since then we have received two email reminders from TalkTalk, claiming you haven't received one of the routers and that our return window has now expired. The most recent email, received yesterday, includes the serial number of the WiFi Hub we need to send back. We don't know which of the two accounts this serial number refers to, as we sent back the routers and therefore a serial number is of little use now.
What can we do to avoid the £50 fee? We were TalkTalk customers for at least 18 years, and the fact that we are not being trusted to take the old router to the local recycling yard, is quite disappointing. And the hassle with the returns is time consuming and frustrating. Is there somewhere where we can send a scan of the post office receipt? We do not want to call customer service, as the waiting time is too long, and the live chat tends to want various security words, which we can never remember, and which we shouldn't need while we are logged into our account.
We are looking forward to your advice.
