Router order not processed

[Morganzola1]

I set up a new contract with Talk Talk fibre 150 on 16th July. An Open Reach engineer is coming on 9th August to set things up. I contacted Talk Talk today to ask about the Router delivery as it's needed for engineer to test. Apparently the delivery wasn't processed (with my order on 16th july) and now could be late..i can't get any solid answers and am worried i may need to cancel engineer and wait weeks for another appointment. I also don't want to waste my own time (off work) or the engineer..plus i don't want to incur a charge from Open Reach. Apparently this was an error in the system..Any advice on whether i should cancel or hope that the Router turns up before next Wednesday?

[Gliwmaeden2]

@Morganzola1, as you say, just put as much information as you have (eg address) in the profile area, as it will give staff something to get started.

They should be able to see the order from that and your name, and hopefully the progress of sending the router too.

Just wait for them to reply during the day now.

[Morganzola1]

I do hope they can do it without the router..like i said..only spoke with an agent today to check on status of router dispatch and they told me the router order hadn't been processed due to an error in system. I hope it has been now..i've had no confirmation. This means it will most likely arrive later than next Wednesday. The info i got on the original emails is that you must have your router before the engineer turns up. I'm just worried they'll turn up..won't do the job and have to re schedule..which will leave me with no Broadband and a long wait for another appointment..

[Morganzola1]

I have no order number either. This is probably buried in the My Account section which i can't set up.

[Morganzola1]

The Router is an Eero.

[Morganzola1]

Thanks for the response. I was initially told to make sure i'd received the router before the engineer came so they could test it. Lots of mixed info from Talk Talk about various queries. Apparently the dispatch wasn't processed on the 16th July so a good job i contacted someone today. As the post can be delayed a little these days..even if the engineer can set things up without my Router..i'm still potentially going to be without Broadband for days..maybe even a week.. I can't track anything here as another issue is i can't set up My online account..Have tried to do it for weeks but it won't let me..an error message appears every time. I was asked to do that as well when i set up the plan on 16th July but no joy..

[Morganzola1]

Hi and thanks for your response. They admit they messed up..i don't understand why it wasn't automatically processed when i put my order through. I can't check things on my Online account as it won't let me set one up. I've been trying for weeks and just comes up with an error message.. I was told to set Online Account up straight away..but no joy. I'm now hoping that the Router will be dispatched in time for connection next Wednesday and that the engineer isn't annoyed if i haven't received it! I can try and update my profile as much as i can..I don't have phone number now (although i wanted one) as Talk Talk won't be re engaging copper phone lines in this area..I can't even have access to the VOIP system. No explanation why..even though Open reach say that system should be available to everyone.

[Gondola]

Router despatch gets scheduled about a week before go-live.

Trust me, Openreach will consider their work done as soon as they've entered the ONT serial number in their handheld remote activation tool. 

[Morganzola1]

Thanks for the response. I was initially told to make sure i'd received the router before the engineer came so they could test it. Lots of mixed info from Talk Talk about various queries. Apparently the dispatch wasn't processed on the 16th July so a good job i contacted someone today. As the post can be delayed a little these days..even if the engineer can set things up without my Router..i'm still potentially going to be without Broadband for days..maybe even a week.. I can't track anything here as another issue is i can't set up My online account..Have tried to do it for weeks but it won't let me..an error message appears every time. I was asked to do that as well when i set up the plan on 16th July but no joy..

[Gliwmaeden2]

Usually a router would arrive within a couple of days when ordered via the forum, @Morganzola1, though there can be delays, inevitably. 

Please specify: are you getting set up with FTTP and which type of router you were promised (Eero / Sagemcom).

If you complete your community forum profile details as much as possible, it should help staff get something out to you. They should pick up your post before the weekend. 

Go via your avatar/name; settings. If you have a Talktalk phone number / account number put it in Personal Information. Put the order number in Private Notes, at the end of that section. SAVE CHANGES. 

[Gondola]

Don't cancel. Openreach can test with their own equipment and activate the service to the ONT using the ONT serial number.

TalkTalk have enough time to get the eero 6 to you assuming the agent has confirmed the despatch is scheduled. You can set up the eero app without needing the Openreach engineer present.

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