Returning Old Router Question

[Freda]

I have been having a few issues with my service so TalkTalk have sent me a new router to replace my very old HG633.

When this was agreed on Chat, the TalkTalk representative said I would need to return the old router or I would be charged so I was expecting a return envelope in the pack when the new router arrived yesterday.

But no return envelope.

So does this mean I do not have to return the old router? I would appreciate any advice.

Thanks.

[siphosethu-TT]

You are most welcome, take care and do let us know should you need helping with anything. Thanks 😉

[Freda]

After reading this I went back on Chat and the agent said a returns bag was not booked due to a "technical hitch" and she has arranged for one to be sent to me.

Thanks everyone for your assistance. Appreciated.

[siphosethu-TT]

Hi there @Freda, you will need to return the router using the returns bag sent to you. If you need another returns bag you can just let me know and I'll have it sent to you. Thanks 😇

[Freda]

Thanks. 

I won't recycle locally until I hear back from staff in reply to these posts, confirming whether I need to return the router or not.

[ferguson]

The support team can arrange a returns bag for you when they are back online.

[Freda]

Good idea, I will wait for a staff reply next week.

Thanks.

[Gliwmaeden2]

Yes, I think the Chat agent was basically functioning on auto pilot, repeating the mantra....but I would still wait for a staff reply during the week. 

That way you have an authoritative answer to wave at Talktalk should they ever try to apply the charge!

[Freda]

Thanks for the link to the article - that's just what I needed. I never thought to search the help articles, so that was silly of me.

But it does say we do not need to return routers unless they have provided a returns bag. It says.....

"To stop more plastic ending up in landfill, we are reducing the amount of return bags we are shipping. If you don't receive a postage bag then you do not need to return your equipment to us, but we encourage you to recycle your kit using one of the methods described further down this page. TalkTalk will not pay for the cost of sending your equipment to us, unless the equipment is being returned in a pre-paid postage bag."

So I take it, as no returns bag was supplied, that they do not want my really old router back. Once the new one is connected up and working, a job for the weekend, I will just recycle the old one locally as my local authority is really good and do kerb collection of small electrical items.

Thanks again. 🙂

[Gliwmaeden2]

This article doesn't specify your old router, but the mantra to return old equipment still gets trotted out anyway, @Freda.

https://community.talktalk.co.uk/t5/Articles/Returning-your-TalkTalk-equipment/ta-p/2348381

They specifically say that they recycle these specific items, they don't actually say "don't return anything else".

As their wording leaves this in a grey area, I would always return equipment nevertheless. It's no use to anyone anyway but some bits and pieces may yet be salvaged. 

Any box that a previous router came in used to have a returns bag included. If you can't find one, let us know and staff should pick up this thread on Monday and get one out to you during the week