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Router not delivered

Team Player
Message 27 of 27

Hello, Talktalk support detected that I needed a new router (Wifi hub), and it was despatched  please see info from DHL tracking web page -

21st July 202008:26Your parcel 3127????? is due to be delivered on Tuesday 28th July 2020
21st July 202005:26Your parcel 3127????? is at the delivery depot

20th July 2020

18:53Your parcel 3127?????? has been collected

Unfortunately it is impossible to talk to DHL as just put on automated system, spoke to Talktalk who provided DHL info I already have plus DHL express number -I tried the DHL express, I managed to get through to a human who then advised that they do not track DHL parcel packages!!!!!!!  Last week I have tried re arrange by collecting router from DHL depot - but then advised parcel will be delivered on 24th then 26th then 28th. Now it states it is due on 28th, yesterday???? Can anyone help?? Thanks Simon


Message 21 of 27

@Debbie-TalkTalk  Hi Debbie, yes please, it would be appreciated. It appears that DHL have lost the router.......

Thanks for your prompt response.




Support Team
Message 22 of 27

Hi Sim_O


I'm really sorry to hear this.


I will need to re send this router, are you happy for me to arrange this?





Message 23 of 27

How odd, @Sim_O.


I think the best thing is to wait for staff to reach your thread  - if we don't post further, they should reply tomorrow (Thursday).


I don't know of a customer services number for this type of thing. At a pinch, Chat might help, but they are also closed overnight. 


Staff work from oldest to newest threads, so you need to wait for a reply before posting again. 

Gliwmaeden2, a fellow customer.

Message 24 of 27

UPDATE - @Gliwmaeden2  Please advise who best to contact at Talktalk regarding router delivery issue. Just received email from UK Mail, please see below -

Dear Customer,

A new note has been added to your case.

Case Number: #########

Consignment Number: 3127###### 


Thank you for your query.

I do apologise, but we are unable to resolve your query without further instruction from the sender.

Please contact the sender of your item who will contact us further.

Kind regards,
Customer Care


If you need to contact Customer Care further on this case please quote the Case Number or your Consignment number.


Customer Care
UK Mail


Message 25 of 27

Thanks @Gliwmaeden2 I have updated as per your advice. Hopefully someone will be able to provide an answer.

Community Star
Message 26 of 27

For staff to identify your account,  @Sim_O, please complete your community forum profile details.  Go via your avatar/name; settings; launch profile wizard; make sure you put in your landline phone number and a fallback mobile phone number; click finish to save. 


Staff reply during business hours Monday-Friday. 

Gliwmaeden2, a fellow customer.