Not received router after renewal

[Linzic81]

I was tolf it wss time to renew as I was out of contract, i made a new deal and was told I would receive a new router ad mine is playing up, 4 times I had to contact them as the renewal didn't happen they said there was a fault and it was stuck but it will be sorted and router sent straight out free of charge for the delay, on the 29th October my account finally updated but still no router, everytime I contact them they say I promise iv fixed the issue the router is sent next day but still haven't got it and I got charged the delivery which they said I wouldn't have to pay but at this point I just want the router as it's getting silly the amount of times iv contacted them and they said don't worry it's definitely fixed. 

[mandisa1-TT]

Please confirm your full address via private message.

[mandisa1-TT]

Looking into your account a Wi-Fi hub was ordered for you in November and the order was accepted however not dispatched, I will have to place the order for you again and you will receive it within 2-3 working days.

[Linzic81]

Thanks so much my ic had my router since the day I signed up and it's falling apart and looses connection and sometimes power randomly that's why they agreed I could get a new one as long as paid delivery which I done but then was told I didn't need to pay anything due to the delay but still never arrived it's been going on months now , my new contract finally started after 2 months but no router still 🙄

[mandisa1-TT]

Hi there @Linzic81 I would love to assist you with your query, I will be looking into this for you.

[Linzic81]

Sorry iv been trying to respond by email bit it's kept bouncing back days later ,no it wasn't an upgrade bi I have the screen shots if the chat saying I could get a new router if I paid for delivery and still not received it and they just keep promising it's sorted and it was a glitch 

[amahle-TT]

Please confirm if you were upgrading to full fibre. 

[amahle-TT]

Hi there @Linzic81 we will look into this for you. 

[Gliwmaeden2]

@Linzic81, did you receive a router in June 2024?

See your old thread here:

https://community.talktalk.co.uk/t5/Fibre/D-link-3782-hard-resetting-to-default-settings/td-p/304772...

That would have been a replacement of a very much older D-link....

New routers are not automatically sent out at renewal  - only if tests prove the current router to be faulty.

But if it got as far as charging for delivery but it hasn't materialised, that definitely needs looking into - staff can check the background to this when they pick up your thread during the day. 

If the router you were promised last summer is not now working, when a new one arrives the previous one must be returned, so Talktalk needs to also send you a prepaid returns bag.