£85 to replace something of TalkTalk that is broken

[makman1]

I have just spent an hour and a half with 2 TalkTalk agents trying to discover the problem is with our WiFi booster, which will no longer connect to the router. In the end I was told that I needed to replace the booster but they can’t do that because they haven’t got any in stock. A WiFi extender was suggested as an alternative… but I would have to pay £85 for it! Why should I have to pay? There is a problem with TalkTalk hardware, but I have to pay to fix it? Yes, I know it’s not like for like, but it still is the only solution. I will not pay for it, so now I’m left with a WiFi coverage problem in the house that the booster fixed. Any lovely person from TalkTalk willing to help?

[Michelle-TalkTalk]

Morning,

How has your connection/speed been?

Thanks

Michelle

[makman1]

Hi Debbie

It arrived, but it is a booster rather than an extender… not that I am complaining.

Thanks for all the help,

Mak

[Debbie-TalkTalk]

Hi Mak

No problem 🙂

Debbie

[makman1]

Thanks Debbie,

Mak

[Debbie-TalkTalk]

Morning @makman1 

Apologies for the delays. I've now ordered the wifi extender, please allow 48hrs for this to arrive.

Please let us know how you get on.

Thanks

Debbie

[makman1]

Thanks Michelle.

Mak

[Michelle-TalkTalk]

Hello,

I'm really sorry for the delay. There is currently a delay with the extenders until the end of July. We will monitor your thread and will post back around this date with an update on this for you.

Thanks

Michelle

[makman1]

Hi Chris

Just to let you know that I still haven't received the extender.

best regards

Mak

[Chris-TalkTalk]

Hi Mak,

I'm sorry for the delay, it's showing 'fulfilment requested' but got no further so it looks as though we are waiting for stock. I'll check again later in the week

Chris

[Gliwmaeden2]

Staff will be back after the Bank Holiday,  @makman1.

I'll re-escalate this for you. 

[makman1]

Hi Chris

Just an update to let you know that the extender still hasn't arrived.

Best regards

Mak

[Chris-TalkTalk]

No problem 🙂

[makman1]

No problem, Chris.

Thanks

[Chris-TalkTalk]

Hi Mak,

The order for the extenders is being processed, I think we may be waiting for stock, apologies for the delay

Chris

[makman1]

Hi Michelle

Just to let you know that nothing has arrived as yet.

best regards

Mak

[makman1]

Thanks, Michelle.

[Michelle-TalkTalk]

Good morning,

We'll check back in with you in a few days to see how you're getting on.

Thanks

Michelle

[makman1]

That’s a fair point, Ally. I didn’t ask for the booster, it was given to me. I never had any problem with the previous router covering the whole house, but, for some reason, the new one wouldn’t, so they supplied it. Without the booster I could still have problems as I don’t think the extenders, if I one for the tv is anything to go by, are as powerful. Of course, I could be wrong. If it doesn’t then I will have to purchase a third party one. Thanks for you comment. 

[AllyM]

Personally, I would say that your contract with TalkTalk is for them to supply broadband to your house. If there is a WiFi coverage problem within your house, that's not the ISPs fault. Given that a proportion of the charges all customers pay will go towards supplying/replacing TalkTalk equipment, I would ask the question of why do you think I should pay for you to get extenders/boosters etc? Especially since I have already paid a fair amount to purchase my own third party router and won't get a free replacement from TalkTalk if it goes faulty.

[makman1]

Many thanks, Chris. This is much appreciated.