Faulty WiFi Hub 2

[Christopher W]

After a line test and factory reset on Monday/Tuesday this week, tech. support advised my WiFi Hub 2 router was faulty and would dispatch a replacement one.

I received an e-mail today advising me that changes had been made to my account and that I would be charged £89 for a replacement Eero.

I have not agreed to any of this, and wanted a replacement WiFi Hub 2, not an Eero as I plug my home phone into the VOIP socket on it rather than having to use a Grand steam ATA adapter, which was what I had when I first signed up to 150 FTTP nearly 18 months ago with an Eero.

After nearly an hour on various live chats and phone calls, I have been told to ignore the £89 charge, as the e-mail has been system generated when the replacement was ordered.

However, I have been told by the live chat and phone calls agents that a WiFi Hub 2 is not available for 150 FTTP.

I told them that tech. support had confirmed a WiFi Hub 2 would be sent out, but they don't seem to be able to answer why.

They have said that an Eero is the only router available on my account, but when I said that I currently use a WiFi Hub 2 that Talk Talk have provided, that it is faulty and I was told a replacement would be sent out, the adviser could not answer why and said it was 2022 when I was first issued a WiFi Hub 2.

How can Talk Talk get things so wrong?

I've had no internet or home phone since 2100 on Monday evening.

I've had to buy a cheap router so I can work from home today.

Can someone from Talk Talk please confirm if the WiFi Hub 2 is available still or not for FTTP 150 please?

If it's not available anymore and I am going to receive an Eero, I will need a Grandstream ATA as well to use with my home phone.

Not ideal as it requires another electrical socket when the home phone just plugs into the VOIP socket on the WiFi Hub 2.

Thanks.

Chris.

[Chris-TalkTalk]

Thanks. Glad to hear you've received the returns bag. Regarding your concerns about the router packaging: the router box is designed to fit through a letter box so it shouldn't be out in the rain. There shouldn't be a requirement to accept delivery as such, as a signature isn't required and the router is designed to fit through a letter box. A lot of thought goes into packaging as environmental impact as well as cost have to be taken into account. (I don't recall ever seeing anyone report that their router has been damaged by getting wet from rain due to inadequate packaging)

The DVA hasn't been sent as it isn't required

I'm sorry that it's taken longer than usual to send a replacement router but the wifi hub 2 isn't specified for you package and so can't be sent using the normal process

Thanks

Chris

[Christopher W]

Hi Chris.

Sorry - I've just checked the box, and there is a returns back in there.

The box arrived with no outer protective packaging, just a cardboard box - very poor considering it's raining.

As I say, Debbie advised she would dispatch a DVA to use with the Eero in case the WiFi Hub 2 didn't get dispatched - it's never arrived.

As I also said, I received an e-mail advising of the dispatch of the Eero, so you wouldn't send one to advise of the WiFi Hub 2 router so that I can make arrangements to accept the delivery is beyond me.

As you can see from this post, I have had an extremely poor and frustrating experience just to get a faulty router replaced.

I have been a loyal customer of Talk Talk for many years, but this experience has really put me off renewing my contract with you again in December when it expires.

The complaints team have tried to contact me regarding the complaint I have made about all this, but I missed their call.

I will contact them to go through this entire farce and discuss compensation with them.

[Chris-TalkTalk]

Glad to hear that you've received it. We don't usually send an email to say that the router has been dispatched and the packaging is designed to fit through a letter box. The DVA hasn't been sent as it's not required but the returns bag is showing delivered at the same time as the router, are you sure there's no returns bag (may be in with the router packaging)?

Chris

[Christopher W]

Hi Chris.

It was delivered about 20 minutes ago, not long after I sent my last repy.

I understood your message, however you have missed the point that I have received no e-mail to advise me of the dispatch of the WiFi Hub 2, this if I wasn't in I would not have received in today.

Luckily, I am working from home today.

To add, no DVA to use with the Eero in case the Wifi Hub 2 was not dispatched has arrived, and neither has a returns back for the Eero (and DVA if it ever arrives) as Debbie advised they would be.

There appears to be no joined up communication with Talk Talk regarding any of this.

[Chris-TalkTalk]

As I said in my earlier post, the wifi hub 2 was dispatched on the 7th and is out for delivery today and is now showing delivered. Could you confirm that you have it now?

Chris

[Christopher W]

Hi Chris.

I have received no e-mail to advise of the WiFi Hub 2 router disptach, which I did for the Eero.

What is going on with Talk Talk?

Every conversation I am having with you just makes the situation worse and worse.

[Christopher W]

Hi Chris.

No, because I haven't installed it as I am using a temporary router of my own that I had to purchase as I have already detailed in this chat, and I am waiting for the WiFi Hub 2 to arrive.

Debbie advised me to send the Eero back with the returns back she was sending out with the WiFi Hub 2, along with a DVA to use with the Eero as she said the dispatch of a Wifi Hub 2 was not guaranteed.

There is certainly a lack of communication within Talk Talk, not just on this chat, but overall given my recent poor experience regarding this issue with Tech. Support as I have already detailed.

I have now been without broadband via a Talk Talk supplied router for over a week now, including no phone service for the same amount of time due to no DVA supplied with the Eero and I'm still waiting for the WiFi Hub 2.

[Chris-TalkTalk]

I've taken a look as the order and the wifi hub 2 was dispatched on the 7th, showing that it out for delivery today, apologies for any inconvenience

Chris

[Chris-TalkTalk]

Hi Christopher,

Just to confirm, is your broadband service currently working OK with the eero?

Chris

[Christopher W]

Hi Michelle.

The Wifi Hub 2 It hasn't arrived unfortunately.

The Eero router arrived on Saturday, however as discussed, this is the router I did not want, as I currently have a WiFi Hub 2, and I was told that is what replacement would be sent out.

Then I got told by various Talk Talk agents that I could not have a WiFi Hub 2, as it is not available on my plan.

However, Debbie put in an escalation request for a WIfi Hub 2, and arranged for a DVA to be dispatched as well.

If an Eero was being dispatched, a DVA should also have been dispatched at the time, as my faulty Wifi Hub 2 provided VOIP functionality via it's phone socket (the main reason I would like another one as a replacement).

I have been receiving texts that state an engineer has resolved the issue - that is incorrect.

I've now had no internet via a Talk Talk provided router and no phone service for a week now - the fault occurred last Monday, 30/09/24 around 2100.

This is completely unacceptable, let alone the extremely frustrating and poor customer service I have received.

I assume I will receive compensaton for this loss of service due to the faulty WiFi Hub 2.

I have also not been contacted by anyone regarding the complaint I made about all of this.

My experience has certainly made me think twice about renewing my contract with Talk Talk when it expires in December.

[Michelle-TalkTalk]

Hi Chris,

Has the wifi hub 2 router arrived?

Thanks

Michelle

[Christopher W]

O.K. Thanks again for your help Debbie.

Regards.

Chris.

[Debbie-TalkTalk]

Hi Chris

No problem 🙂

Once the issue has been resolved (router received and up and running) then I would suggest contacting our customer service team using our Live Chat so they can take a look at this for you.

How to contact TalkTalk Broadband

[Christopher W]

That's absolutely brilliant.

Thanks for your help Debbie.

Would I have to discuss compensation with customer services?

Regards.

Chris.

[Debbie-TalkTalk]

Hi Chris

Yes for the Hub2 router. The eero and DVA may arrive before the hub2 does but I have also requested a returns bag so the eero can be returned.

Thanks 

[Christopher W]

Thanks Debbie.

Is that for a WiFi Hub 2 and can a Grandstream ATA be sent out in the meantime please?

Regards.

Chris.

[Debbie-TalkTalk]

Hi @Christopher W 

I've filled in the escalation to request the equipment is sent. This can take up to 72hrs to arrive.

Please let us know how you get on.

[Christopher W]

That would be great if you could do that Debbie - thanks.

Could you arrange for a Grandstream ATA to be sent out in the meantime please, so at least I can use my home phone service with the Eero router when it arrives?

[Debbie-TalkTalk]

Hi @Christopher W 

I can fill in an equipment escalation form to request a different router but I can't guarantee if this will be sent.

Would you like me to do the escalation request?

[Christopher W]

I have a WiFi Hub 2 at the moment, which is faulty and tech. support told me one would be sent.

When I took out Fibre 150 nearly 18 months ago, I was sent an Eero and a Grandstream ATA, which I asked to be swapped for a WiFi Hub 2, which was done and I sent the Eero and the Grandstream ATA back to Talk Talk.

Has your process changed as the arrangement with an Eero and ATA does not fit my requirements - limited ethernet sockets and an extra electrical socket is required?