Router return

[Debyred]

During 2023 and 2024 I had continuous phone calls and texts about moving me on to full fibre, I advised each and every person who called that there is no full fibre down my lane and due to the small number of houses on the lane Openreach have no plans until 2026 to install fibre in this area so we are still copper lines. Believe me if I could have fibre I would as my speeds on copper are terrible!
In November I was sent a new router (same style as one I already had with instruction to replace my old (6/7 year old) router and to return the old router using the prepaid label. I was quite glad as the old router was playing up anyhow.
This I did on the 3rd Dec 24 - receipt from post office and tracking shows received at returns centre Tracking ref: OS749854318GB.

I also advised this when I received yet another call about why had I cancelled my full fibre appointment - again I explained there is no fibre here until 2026, the rep said I would need to return the router to which I informed him I had already returned my old one, so would need that returning first so I could switch them back over.

Today you have texted me asking for me to return the router, if I return the router which is currently in use then I will have no Talktalk router to connect with at all.

[Gliwmaeden2]

@Debyred, I've noticed them getting behind with processing returns at this time of year before. 

Hang onto your proof of return etc.

It's because they are not up to speed at their end, and it's upsetting for customers to be accused of not returning them when they have. 

Usually all that is required is for staff to make sure that the return is noted in your account and you shouldn't have further trouble about it.

[fr8ys]

I'm sure support staff will be able to help you, and you are in their 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