Wi Fi Booster

[chappers]

Hi,

On renewal of my TalkTalk contract I was offered by Utkarsh on 27/02/2025 at 20.42
a WiFi Booster to increase my speed if I renewed  my package without any fee.

Also when discussing renewal of contract with loyalty Team it was agreed to replace my old Modem. 

To date I have not received any update of shipping of either, or confimaation that this has been actioned.

If you could kindly chase it would be much appreciated.

[Thabile-TT]

@Gliwmaeden2 thank you for the support.

[Gliwmaeden2]

@chappers 

Nothing can happen until that system bug is cleared up.

You'll need to keep chasing up directly with Talktalk:

https://help-centre.talktalk.co.uk/Billing_and_Payments/Something_else/How_to_contact_TalkTalk_Broad...

You could also use the Complaints Procedure (see the link at the bottom of any Talktalk page).

Forum staff will not be on here after today to follow this up.

[chappers]

Hi,

Thank you for your reply,I can understand that you are finding it difficult to follow the timeline as am I.
I can confirm that Contract Renewal was agreed,and as you point out it would normally start within 24 hours.
On contacting Talktalk via chat, I was advised that having checked my account, it looks like my renewal is still pending due to a system bug that's preventing it from progressing and being completed.Hence my intial concerns having not received any communication regarding shipping of Modem & Wi fi Booster.

Kind regards

Colin

[Philile-TT]

@Gliwmaeden2 thank you for the support

[Gliwmaeden2]

 

@chappers if you actually purchase equipment as part of a new package, that cooling off period starts after the equipment arrives. 

It's not clear what happens if the equipment is promised "free" so that needs clarification from Talktalk support. 

[Gliwmaeden2]

It is very difficult to follow your timeline here, @chappers.

Did you actually agree the Contract Renewal? It would normally start within 24 hours, but it sounds (from the Chat) as though that hasn't completed yet

So it's not clear when the "cooling off period" started.

If the new contract hasn't started, they cannot send out any promised equipment  - they would need to be sure that you hadn't changed your mind within 14 days  .... as otherwise they would be sending out equipment after a customer may have chosen to cancel the new contract and thereby not qualify for new equipment. 

[chappers]

Hi,

Thank you for your reply,and the advice provided,I made contact via the chat service wereby I was passed from one agent to another getting absulututely no where.To summerize on trying to discuss contents of package or renew I was told "unfortunately, we cannot process the order for the Wi-Fi Hub 3. or the Wi Fi Booster as we need to complete the renewal first before we can process.

My concern are that by the time renewal is processed  I will be out of  the cooling off period and my conditions made on renewal to supply i.e Wi Fi 3 Modem & Wi Fi Booster not met.

Kind regards

Colin 

[Thabile-TT]

@chappers please note besides calling to customer service we also have a live chat - https://community.talktalk.co.uk/t5/Articles/Our-live-chat-team/ta-p/2230529

[Thabile-TT]

@Gliwmaeden2 thanks for the support.

[chappers]

Hi Thabila,

Thank you for your reply,I tried contacting customer service department but could not wait any longer.Is it possible for you to contact the  Customer Service Department from your end and provide them with the information that I have provided.

Kind regards

Colin

[Thabile-TT]

Thank you for your reply. I would love to listen to the recordings,  however we do not have the capability to do so on our end. I recommend that you contact the customer service department, and if you would like to have the recordings listened to, they can make the necessary arrangements

[chappers]

Hi Thabila,

Thank you for you prompt reply and reviewing my account.As you rightly point out the offers of a new modem and a wi fi booster were offered in previous conversations.However these offers were brought up when negotiating renewal of my contract with the Loyalty Team and were part of my renewal conditions.Can you please arrange to review the recording of my renewal, conversation,as cancellation of new contract is pending whilst still in the cooling off period if confirmation is not forthcoming.

Kind regards

Colin

[Thabile-TT]

@chappers I have reviewed your account and can verify that you were offered these options. Nevertheless, no action was taken because, during the discussion on 27/02/2026, it was noted that there was no response from your side. As a result, we could not proceed with adding the boost. On 08/03/2026, you engaged in another conversation regarding the package; however, no modifications were made since the offer presented to you indicated that you did not accept it. If you are willing to discuss or renew the package with us, I recommend that you call and review the options again with our specialist team using the details I provided in the previous post.

[Thabile-TT]

Hi there @ferguson thanks for the suggestion @chappers   thanks for getting in touch with us I will check this for you however if you would like to speak to our customer service department the contact details for them are ;

Contact number - 03451720088

Voice - Monday - Friday 9am - 7pm ; Saturday - 9am - 6pm ; Sunday - Closed
Chat - Monday - Friday 8am - 9pm ; Saturday 8am - 7pm ; Sunday - 9am - 7pm
In App - Mon - Sunday: 9am - 6pm

[ferguson]

Do you have a record of this conversation? It will probably be best if you get onto the customer services team directly.