Broadband help

antonhodge · ‎22-05-2022

I recently upgraded my Broadband Only to Fibre 65 package (as Broadband Only is no longer available). This was all done perfectly and with no problems whatsoever. However I have now received an email and letter (with returns label and bag) asking me to return the WiFi Hub, or be charged £50. However the new package still uses the old WiFi hub and I haven't been sent a new one - I assume this is just a system error which is treating me as someone who has left TalkTalk but then rejoined at the same time, and therefore I do not need to return the WiFi Hub?

Karl-TalkTalk · ‎23-05-2022

Hi

I've flagged this to our logistics teams to remove any chargeable option.

Thanks

Karl.

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antonhodge · ‎23-05-2022

Hi - it's just the one. I wasn't sent a replacement for the new package. Thanks

Michelle-TalkTalk · ‎23-05-2022

Morning,

Can I just confirm, do you have 2 TalkTalk routers (different model) or just the one router?

Thanks

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ferguson · ‎22-05-2022

That does seem like nonsense, the only occasion on which you would be expected to return equipment is if you had a replacement. This has been flagged to the support team for you, they will look into it and respond as soon as they can.

Broadband help

Request to return equipment - but I haven't left TalkTalk!