Faulty Router Replacement

[chris45]

My Sagemcom FAST 5464-2.T4 router is faulty.

The technician on online chat confirmed this on 9th August and ordered a new router.

I have not received it yet and I would be grateful if someone could look into why.

I have been on online chat several times last week and I was given false information each time.

Eg "the order is stuck so I've reordered it", "it will arrive on 15th or 16th August", "It will arrive on 14th August", "you will receive the router tomorrow for sure" etc etc.

Any help appreciated as we need an internet connection.

[kanya-TT]

We are really sorry for this inconvenience and understand how frustrating this is. Below is a help article on how to make a complaint

Raising a complaint

Kanya

[chris45]

Hi again, I have contacted them about six times over the last week and I always get incorrect information, as I have said.  I just rang TalkTalk again and the agent investigated and said the second router was ordered again on 14th August.  However, they gave me an incorrect tracking number that was for the original replacement router.  I don't seem to be making any progress on this whatever method of communication that I use.  Is there a complaints process that might help as I am paying for a service that is not being supplied.

[kanya-TT]

Hey there, @chris45. We seem not have located that order, but the inital one. I think in this case you will need to contact the Fullfibre team customer service team on the details below. 

Contact Number: 03451720074  

Opening Hours: 

VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

WEB MESSAGING - Mon-Fri: 8am-9pm; Sat: 8am-7pm; Sun: 9am-7pm : How to contact TalkTalk Broadband

Kanya

[chris45]

Thank you for investigating.  However, this is an example of incorrect information being given out.  I did receive a replacement router on 6th but this was also faulty.  On the 9th I was offered a replacement router for the new faulty router.  It is this second replacement that I am awaiting.  Online chat also told me what you have kindly found out.  I am only pestering because I'm not confident that I'm going to get a new router until the administration of this is clarified with the ordering department.

[kanya-TT]

Hi Chris, our tracker indicates that your item was delivered to your chosen collection point on 06-08-2025 and is now available for pickup.

Please note that you must be 18 or older to collect your parcel. If you appear to be under 25, make sure to have your valid passport or driving license with you.

Your selected collection point was designated when you placed your order, either a Parcelshop or a Royal Mail Customer Service Point.

Don't forget to bring the SMS or email notification you received along with your valid ID.

Click here for more information.

I will send you a private message for the tracking number.

Kanya

[kanya-TT]

Hey there, @chris45. Please allow me to look into this for you.

Kanya