broadband router failure

[Grazza57]

does anyone know if my router does not connect and they send me a new one does it cost me a fee?

[Debbie-TalkTalk]

Hi Grazza57

Apologies for this. As you have raised a complaint then our complaints team will investigate this and contact you to discuss this further.

Thanks

[Grazza57]

I do not need one l been sent one already and it works.

I have now emailed a complaint about this issue of payment, the handling of this issue and also 5 days compensation without a broadband connection.

[Debbie-TalkTalk]

Hi @Grazza57 

I can send the router for you for free, would you like me to arrange this for you now?

[Grazza57]

oh yes £30 they want from me and yesterday l had a call booked to ring me over this but failed to call me, this is not a good company image is it? There is plenty of this on the community chat group.

[Debbie-TalkTalk]

Hi Grazza57

Did we send you a new router but advise it would be chargeable?

[Grazza57]

yes l have a new one but you want me to pay for it and l am waiting for a manager to call me between 1400 and 1600 gmt it is now 1605 to discuss a compromise

[Chris-TalkTalk]

Hi Grazza57,

If the router is faulty then we can replace it free of charge. Can you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. 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.

Thanks
Chris