Not receiving return bag

[heq99]

I cancelled my broadband service because I moved house. I also provided my new address for corresponding. When I cancelled my service via telephone, the customer service said the return bag would be sent to my new address. 

However I never received the return bag. Today I received an email telling me it is the deadline to return the router. 

Could you please send me the return bag as soon as possible? I don't want to be charged because I don't return the router. 

Thanks! 

[Arne-TalkTalk]

Yes its been requested to the updated address on the account.

[heq99]

Thank you @Arne-TalkTalk .

Just to double confirm that the return bag was sent to my corresponding address which the first line is Flat 32? 

I have moved and don't have access to the service address anymore. 

[Arne-TalkTalk]

Thank you, I have requested the returns bag to be sent ASAP. 

[ferguson]

Thanks for that. The support team will be back online after the Bank Holiday and Arne should pick this up then. 

[heq99]

Thanks @Arne-TalkTalk and @ferguson. I have updated my profile. Could you please check? 

[Arne-TalkTalk]

Hi heq99

Thanks for your post

I can look into this but first, can you please update your community profile to include:

Name

Telephone number or account number.

Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Regards

[ferguson]

If you would like the support team to look into this for you make sure that your personal details including your previous TalkTalk phone number and/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. Add your new address in the Private notes section. Bear in mind that they won't be back online until next week.