Return of router

[spaarks11]

I have received a demand to return Eero router s/no. NCAW06G87KYGX4E

1. I do not have the prepaid label, which I used to send a previous router back some months ago.

2. I still need the router to fill in a dead spot.

Please advise

Denis Campbell

[angelique-TT]

Good morning @Crapservicetwice. We're sorry to hear this. Please start your own thread so that we can look into this for you. 

[Gliwmaeden2]

@Crapservicetwice, 

Most Talktalk emails seem to come from No Reply addresses.

For any billing issues you can contact Talktalk on 03451 720088 daytime, Monday to Saturday.

If you don't wish to use phone or Chat, please return to the message board here and click on start a topic. 

You can't get staff attention on the forum unless you start your own thread  

[Crapservicetwice]

There seems to be a lot of this about, I have also just received an email threatening to make a fraudulent charge for not returning an eero.  The email states that I requested a replacement eero and now have to return the faulty one. The thing is that I have never requested or received a replacement eero. What happend was that I requested a third eero as I was entitled to do under my contract, as I could not get two eeros to cover my whole house. This is the second time I have been threatened with baseless charges for the same non existent occurrence.

Contacting Talk Talk to complain is a nightmare, I tried replying to the email, but no that would be too easy.

I tried the chat feature which promised to get me an expert then just sat there doing nothing.

[spaarks11]

Thanks

[Gliwmaeden2]

@spaarks11,

I've removed your account number from public display that was mentioned in the course of your Chat transcript. 

[siphosethu-TT]

Take care, you know where to find us should you require any assistance in future.  Thanks

[spaarks11 · Accepted solution]

😓...whew!

[siphosethu-TT]

It's okay then in that case you can keep it, I've checked the note on the account. Sorry about all of this. Thanks 😉

[spaarks11]

Not the Better Value Team - it was Customer Services and Billing. Here is a transcript of the chat:

You are now connected to a TalkTalk expert. They'll review all of the information you've provided so far and will reply to you within 2-3 minutes. Keep an eye on this window.|14:22 PM

Moen|14:24 PM

Good afternoon, Denis. You’re speaking with Moen from TalkTalk Customer Service and Billing. I’m here to assist you today regarding on the email.

You|14:25 PM

Hi

Moen|14:25 PM

Please hold on while I pull up your account. Thank you for your patience.

Moen|14:26 PM

Could you please confirm your account number for me?

Moen|14:27 PM

If you don't have it on hand, you can confirm your postcode instead.

You|14:27 PM

ABCDEFGHI [ACCOUNT NUMBER REMOVED FOR SECURITY REASONS]

Moen|14:28 PM

Thank you for confirming. I will send the one-time passcode to your registered email or mobile number on the account. Which do you prefer? This is a necessary step for us to ensure we pull up the correct account and also to make sure your account and information are safe with us.

You|14:28 PM

Email

Moen|14:28 PM

Thank you! I have now sent the code to your registered email. Please confirm it for me.

You|14:29 PM

9468

Moen|14:30 PM

Thank you for confirming. After checking here, please disregard the email as it was system-generated. According to my conversation with my manager, you are not the only one experiencing this issue.

You|14:31 PM

Please send an email cointermanding the original.

Moen|14:31 PM

I understand that you need the equipment, and please don't worry; you can keep it, and you don't need to return it. I can assure you of that.

Moen|14:32 PM

At the moment, I am unable to send you an email regarding this. However, I will make a note of it, and I assure you that you will not be charged for it.

You|14:32 PM

Ok

You|14:33 PM

Bye

Moen|14:33 PM

You're too kind! My mission is to make your day smoother, easier, and maybe even a little brighter.

Moen|14:33 PM

Is there anything else I can help you with?

You|14:35 PM

Thats all thanks

Moen|14:35 PM

You are very welcome! So, I won't be taking too much of your time. It was a pleasure to assist you today. please have a great day a head.

Moen|14:35 PM

Thank you for contacting us. We would love to hear your feedback on the service you have received. At the end of this conversation, I will be sending you a brief survey. We assure you that it won't take more than 5 minutes to complete. Thank you for taking the time chatting with TalkTalk Customer Service and Billing Support Team, once again this is Moen. Cheers!

[siphosethu-TT]

If it was a replacement for a fault on your old one, you'll have to return it. Thanks 

[spaarks11]

Yes. The Better Value team eventually said the email was sent in error and I could keep the router without charge.

[siphosethu-TT]

Hi there @spaarks11, just to understand the issue what you basically saying is that you received a replacement router and was asked to return the Eero back or else you'll be charged? 

[spaarks11]

After 2h30m on chat, I was transferred from Tech Support  to the the Better Value team who said that I can keep the router and the email was sent in error. But they cannot send me an email to countermand the original email.

Tech Support did not seem to understand the simple issue, maybe a language problem, and at one point wanted to send round an 'engineer' for £75. The whole thing is bizarre, and not at all acceptable.

[spaarks11]

I am talking to them now.

Please refer to my message of 24/4/2025 quote The Gateway Eero has been on Ch106 for the past couple of weeks, and my mobiles are connecing on 5GHz - though I now have extender Eeros in three rooms. I guess we can close this topic now. unquote

I have disconnected the router you want back and the low signal prevails.

[sabelo-TT]

With this instance, our Full Fibre specialists will need to intervene as they will be able to check on your line for any faults that may be impacting your speeds. Kindly reach out to the team using 03451720074 Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed. 

[spaarks11]

All three routers are required because there are two areas of low signal, causing my speed to drop from the promised 150Mbps to around 30Mbps or lower in those areas.

[angelique-TT]

I understand however you do not need all three routers which is why you received this email yesterday. You need to return the one that is requested. Please ensure that you check the sticker so that you can return the one that has the listed serial number. 

[spaarks11]

Yes. I have three in total, which are all in use.

[angelique-TT]

Please confirm if you are currently using the router that you were asked to be returned? and how many routers do you have in your possession? 

[spaarks11]

part