Charges on my bill

[Tid260740]

Why have I been charge £39.95 for WiFi Hub and delivery. I have spent hours on chat to get my problem resolved a new modem was sent after Outreach engineer recommendation. I was not expecting to be charged for this. I am not happy especially as I have already had 2 breaks in my internet after receiving the new modem. Please credit my account immediately.

[mandisa1-TT]

Thank you so much for the support @Gliwmaeden2 🙂

[Gliwmaeden2]

@Tid260740, if you check in My Account you should be able to see the waivers in transaction history, so the charge won't be applied, as @mandisa1-TT has pointed out.

The actual bill can't be updated to show it, so the waivers will be itemised in the next bill.

You should find just the normal amount [£28.00] taken by DD.

[mandisa1-TT]

Hi there @Tid260740 . We apologize for the inconvenience caused. £25.00 was waivered off on 05/07/2025 notes from the engineer state you were not supposed to be charged for the router. However upon looking into your bill I can see you were charged £30.00 for the router and £9.95 for delivery meaning we were supposed to waiver £39.95 and not £25.00. I have just made an adjustment of the remaining £14.95. 

The outstanding balance on your account is now £28.00.

[fr8ys]

Hi,
You are in the staff's queue for a response.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and the support staff can view.
Please post back when done.
Thank you