No wifi since 19..1.2025. Engineer visit confirmed replacment router required but still no router

[Doodles]

Hi. At this point I would like to know what is the latest regarding delivery of my replacement router.  

 Following multiple calls,  failed chats to twitter and to the chat bot  ( at the moment been waiting now for nearly one hour for responses from the service agent ( beginning to think there might be some  internet issue).  I was told TWICE that I should  get a text first on  20.1.2025 then again  22.1.2025 followed be delivery.  Both times I was told  2/3 days but nothing yet.   Please can someone advise if router has left talk talk or with Royal mail.   Thank you   

[Doodles]

Thanks Gliwmaeden2,

I will keep updating.  

[Gliwmaeden2]

It will have to be a few more days as staff are not on here at weekends, @Doodles.

Let us know if it does appear in the meantime!

[Doodles]

 HI Michelle 

Just to let you  know that the  return router bag  is yet to arrive.   Should I wait a few more days.   ( I am not wanting talk talk to charge me for non return of old router)   What do you suggest?  Thanks from Lucille 

[Doodles]

Much appreciated will repost

 Thank  you 

[Gliwmaeden2]

@Doodles,

Any compensation takes c 30 days after resolution of the issue.

Details in this article:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

I would post about anything to do with your bill in the billing section. 

On this board you only dealt with the router issue - we didn't know about the engineer till now. 

You might as well post afresh with a clear description of the happenings between 19th and 24th January that didn't involve forum staff.

[Doodles]

 Hi

 I posted a query yesterday but uncharacteristically  didn't get a reply.  Can you advise whether you need  me to put my issue of being charged for an engineer visit despite being told repeatedly there was to be no charge so not to worry, on a number of calls in another forum or is it ok to continue here.   Thank you 

[Doodles]

Hello again.   Unfortuantely,I have another problem

After being advised repeatedly on my initial home visit from the engineer by talk talk and also on subsequent calls that the engineer will be  free and that I would not be charged for this. I have come home to find a bill for the engineer. 

Please could you look into this and rectify please

The amount due this month of £110.22 will be taken automatically from your account by Direct Debit on or immediately after 12/02/2025.

 If anything I was expecting consideration of compensation for not having and WIFI  and or being able to  make landphone calls for 10 days.   Please can this be rectified.   Thank you  

[Michelle-TalkTalk]

Morning Lucille,

I'm good thank you, I hope you are too? Yes that would be fine. If it doesn't arrive then we'll re-send it for you.

Thanks

Michelle 🙂

[Doodles]

Hi Michelle.   Hope that you are well.  Thanks for the update.    Will update you.  I realised that I needed to let you know as there is a charge if the router isn't returned.   But I will definitely keep you in the loop. 🙂   have a lovely day.   Will update probably at the weekend unless it arrives before.   

 KInd regards

Lucille

[Michelle-TalkTalk]

Hi Doodles,

The returns bag should still be on the way. We've noticed that it can take a little longer for the returns bags to arrive. If it doesn't arrive in the next 48hrs then please let us know.

Thanks

Michelle

[Doodles]

 Hi I requested a  returns bag from my router and  Michelle said its on its way then  a day or two later I realised there was one inside the router  box.  My plan was to wait for the returns bag that had been posted so that I could return it inside the one that was hidden inside the box.  But I  wondered it if it was still coming or has it been stopped.   If its no longer coming then I will take the router to the postoffice.   ( by the way might be a few days as have to take car in for repairs  for a few days but will let you know once I manage to get to the  postoffice)   If the returns bag is still on its way then I will wait for its arrival so that I can return  everything together Kind regards Lucille 

[Chris-TalkTalk]

No problem, have a great weekend 

Chris

[Doodles]

Thanks Chris

[Chris-TalkTalk]

Hi Doodles,

Yes it's fine to send the router back in the box 🙂

Chris

[Doodles]

 Hi Michelle. 

 I was just gathering everything together to put back into the box and a returns label fell out and I thought that's strange. But then I had not torn the box apart fully as I could then see what looked like a folded grey bag.   I could not reach it so literally tore the box apart.    ( I had removed the new router very carefully by only opening the ends.   So if the replacement bag is on the way I will put it into this bag  also.    Is it ok if I return the box as well with the old   router and cable inside.  I don't think the grey bag alone is strong enough to have the router inside. it looks as if the router will tear the grey plastic bag in transit.   

[Michelle-TalkTalk]

Morning Doodles,

I'm really glad to hear this and thank you for your kind words. There is a returns bag on the way and it should arrive next week.

Thanks

Michelle

[Doodles]

 Hello Michelle. 

Just wanted to update you.  I received the router and it literally set itself up within  seconds ( Indicating how dead the original router is) Everything started to "fire up"  Landphone  and Tv working fully.    So Michelle thanks again for sorting. So glad that I came to this  forum.   I was literally getting no where and not impressed that there was no record of a router being on route until you got involved.   So a big thank you  again to  you  Michelle and thanks again for regularly touching base.  

Are you able to send a return bag and I  can return the defunct    router to you? 

[Michelle-TalkTalk]

Hi Doodles,

I'm glad to hear this and thanks for confirming 🙂

Michelle

[Doodles]

 Morning Michelle. Thanks for checking in. 

I received a Royal mail text to confirm that they have the parcel and  will come today and I have asked it to leave at post  office for me to collect it and I am just waiting what  day and time to collect.  I As soon as I have it and set it up I will let you know.  Thank you so much for sorting out.  I will be in touch.

[Michelle-TalkTalk]

Morning,

Just checking back in to see if the router has arrived?

Thanks

Michelle