One off charge for WiFi Hub 2 after Fibre 900 upgrade

[scottv1]

Hi,

I've been charged £120 for 'WiFi Hub 2' on my latest bill, after I upgraded to Fibre 900 with an Eero router. I'm assuming from this that TalkTalk want the old router returned, although I don't recall that being discussed during the upgrade process, nor have I received any returns packaging or instructions to return.

I contacted customer service which stuck me on a Whatsapp chat who eventually advised me to contact the Full Fibre team to work out what is happening. That call resulted in an SMS that linked me to the community so here I am.

Can anyone here please work out what I need to do to avoid having to pay this £120? My direct debit is due tomorrow so I fear even if I do get it sorted I'll be chasing a refund at this point.

Thanks!

Scott.

[Arne-TalkTalk]

Hi @scottv1

I can see that a credit has been raised for the charge, unfortunately it was too late to stop the direct debit, You can request a refund via My Account in a few hours. 

Sorry for any inconvenience caused.