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?

[Michelle-TalkTalk]

Thanks for the update 🙂

Thanks

[Gliwmaeden2]

@Michelle-TalkTalk, @Morganzola1 has reported that the Eero has arrived. Running another thread:

https://community.talktalk.co.uk/t5/Full-Fibre/Setting-up-My-Online-account/td-p/2983535#M17509

[Michelle-TalkTalk]

Morning,

A router usually takes 48hrs to arrive once it has been dispatched. Are you able to track the router?

Thanks

[Morganzola1]

Thank you. It look like it was dispatched today as i'd given Talk Talk a prod yesterday but am worried it won't arrive by Wednesday..

[Morganzola1]

I've used the outlook address submitted when setting up the plan. My current email address. Nothing related to old Talk Talk accounts from a few years ago. I now have been sent an email on registering My account with my current outlook address. I know i've tried numerous times previously but i'll give it one last shot. Thanks again.

[Morganzola1]

Thanks Chris. I've now found out it was dispatched today..but still don't know whether it will arrive by Wednesday..as it wasn't initially processed..time is now tight.

[Morganzola1]

Okay. Thank you.

[Gondola]

Hi @Morganzola1 

---

Morganzola1 wrote: ...Someone else has come onto the the thread a says it's crucial the router is there for the engineer..i

That 'someone else' was a forum scammer intent on disrupting this and other forums. The scammer is already banned for life.

[Morganzola1]

Hi Chris. Thanks for your response. They said yesterday it was processed..but no confirmation came through..Is there anything you can do to activate this? I'm getting quite stressed now. Someone else has come onto the the thread a says it's crucial the router is there for the engineer..i still don't know whether i should cancel engineer as it would be a wasted journey for him. Also I'd have to probably wait weeks for a new appointment..and no broadband.

[Chris-TalkTalk]

The router delivery doesn't have anything to do with you setting up an online account. It should be showing by Monday, if not I'll try to order one myself

Chris

[Morganzola1]

Yes i did register my mobile number and everything else required.

I've done the above with Chrome..maybe i should try Firefox? I'm wondering did my router not get processed for delivery because i couldn't set up an online  account? Some advisors told me i may have to wait until i 'go live' before i can set up account. Is this correct? I'm still waiting on a confirmation via email since yesterday that router delivery has been processed..I'm giving up hope on it all to be honest. 

[Chris-TalkTalk]

Hi Morganzola1,

The router isn't showing yet but if you could bump the thread on Monday we'll check again

Chris

[Gondola]

Perfect. The registration ought to succeed with the outlook.com address that you registered at the order stage. Did you also register a mobile number at the order stage?

So the tip when registering for MyAccount is to use a browser like Chrome or Edge that is reset to default settings / troubleshoot mode if using Firefox. This is to make sure the cache and all cookies are cleared AND, most importantly, that there is  NO tracker blocking either by the browser or by any add-on or extension. Cookies must be enabled and retained for the registration session to succeed.

[Morganzola1]

I'm using the address i set up the new plan/account with which is an outlook address. My previous email address with talk talk should now be defunct as i closed my old account in 2018. I have already asked this question and was told it shouldn't be a problem. The email address I've submitted for new contract should work. But just get an error message.  There

 was a technical error

We’re very sorry and working hard to resolved this. Please try again later.

[Gondola]

Another tip for you. If the customer MyAccount isn't registering is that because you're using the email address you used before. That will not work. You must use an entirely new email address that is not a TalkTalk address. If that's the issue with your MyAccount then create a new Gmail, Yahoo Mail or Outlook.com free email address to register a new MyAccount.

[Morganzola1]

Hi Chris.  Thanks for your response. I have had many mixed messages regarding this. Could you possibly tell me if the router has now been processed to be dispatched.? Had no confirmation yesterday.Even if the engineer does his work i may still be without a router/broadband next Wednesday if it hasn't turned up by then. It should have been processed on the 16th July when plan was set up. Also haven't been able to set up an online Account as an error message keeps coming up when i try to do it..nobody seems to have a solution to that either. I am a new customer although previously was with Talk Talk until 2018.

[Chris-TalkTalk]

Hi Morganzola1,

As Gondola has said, the eero isn't required for Openreach to complete their work. Are you a new customer or a current customer upgrading to Future Fibre?

Chris

[Morganzola1]

Okay. I'll see what response i get as it's been mixed info' from day one unfortunately..can't set up My Account online..Router delivery not processed on 16th July and a few other questions unanswered.. Thanks again for response/advice.

[Morganzola1]

Thanks for your info/advice. I'm just confused as to why advisors on Talk Talk have told me the router needs to arrive prior to the engineer plus i also had an email confirming this..so you can understand why i'm a little worried..especially as the router delivery wasn't processed at the time. Fo now on your advice i won't cancel Open Reach engineer and hope to get a possible confirmation from another agent that i needn't worry if it does turn up late..although i will be without Broadband. My current provider will be cut off on the 8th and that account is moving to another property.

[Gondola]

On the day that Openreach come to fit the ONT indoors the engineers will be able to complete their work without your router.  When their work is done and they've remotely activated the ONT then the eero 6 being connected to the ONT and getting an Internet connection is just for your confidence.

Openreach aren't expected to set up the eero app for TalkTalk customers and neither do TalkTalk pay them to do so as that would be the Openreach chargeable premium service alongside optimising positioning and testing with multiple devices.