Returning Router

[Kiss20]

Hi.

I've recently had to renew my Fibre contact (after Talktalk forced me) and have been sent a black (non mesh) router which I never requested. I have also since received a letter asking for the eero router back with the failure to do so incurring a £50 charge.

I'd rather keep the eero as I have additional units forming a mesh, and also I don't want the hassle of setting everything up again. 

I found the following in the terms and conditions.

EQUIPMENT PROVIDED BY US

7.1 To receive a service you may need to use certain necessary equipment provided by us and this may include a router or a set top box.

7.2 For any such necessary equipment provided to you as part of an order, renewal or upgrade on

or:

(a) before 4 October 2024, all such equipment will be owned by us apart from the following

equipment which you will own:

(i) any router, mesh networking device, set top box and/or digital voice adapter

that we send you as part of a new service with us; and

(ii) any equipment that you have paid for,

and if we choose to replace your router or set top box outside of any warranty period

(which is usually 12 months) without charging you for it, we’ll own such replacement

equipment, unless we agree otherwise; or

(b) after 5 October 2024, all such equipment will be owned by us apart from any such

equipment that you have paid for, and you will be charged for not returning in full and

in reasonable condition any equipment that we own when asked to do so.

Seeing as I first got the eero with a contract I took out in December 2022, why are TalkTalk asking for it back when the terms and conditions state that I actually own it (provided before 4th October 2023).

I would be grateful if someone from the TalkTalk team can confirm that I won't be charged for keeping the eero router.

Thanks. 

[Kiss20]

I will pack it and send it this week. 

Thanks for your help. 

[sabelo-TT]

Thank you for this. In this case, you can be able to return the router you are not using. 

[Kiss20]

Yes I have got a returns bag and label.

[sabelo-TT]

Thank you for this. Just a quick one, were you provided with a returns bag the time you have been provided the alternative router?

[Kiss20]

Hi Sabelo.

Yes that's correct, I would like to keep my eero and am happy to return the WiFi hub 3.

Thanks. 

[sabelo-TT]

@Kiss20, thank you for this. Now to fully understand your concerns, you would like to keep your previous Eero router and return the Wi-Fi Hub 3 you have received. correct?

[Kiss20]

Thanks for the response.

I have updated the profile with my account number, please let me know if there are any issues. 

Thanks 

[sabelo-TT]

@Kiss20, please confirm once you have successfully updated your profile. 

[KeithFrench]

That will be the new WiFi Hub 3, which is most likely now the standard router for your package. It is a WiFi 6, mesh compatible router when used with the Sagemcom WiFi booster (FAST266).

Now to the point about do you have to return the Eero, I have asked one of TalkTalk's support team to pick up your thread and investigate it for you.

They aim to respond within 48 hours (Monday - Friday), excluding Bank Holidays, but if more urgent, you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, Full Fibre account number in the TalkTalk Phone or Account number box and, if possible, an alternative contact number. This can be done by clicking on your Avatar picture and then clicking on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.