Threatening Email

[Crapservicetwice]

I have received a threatening e-mail from Talk Talk informing me that unless I return one of my eeros following an exchange I will be charged over £100. I am informed that to get staff attention I need to start my own thread so here it is.

The thing is there has been no exchange, I have never even requested an exchange let alone had one carried out. What happened as was explained when you previously sent me threats about this same issue on 31-3-25 is this.....

I opened an account that carried the promise of total house WIFI coverage, but despite trying placing the second eero in various rooms and places I still had WIFI black spots. So as my contract allows I requested a third eero, which was enough to sort coverage out. So far so good.

I then received an email and return bag threatening that I would be charged if I did not return one of the two original eeros. I then had the hassle of getting hold of someone at TT to explain that there had been no exchange and get the false charge cancelled. 

Now a second email has arrived again threatening to charge me if I do not return an eero that I am both contractually entitled to and paying for the use of. I tried replying to the email to explain but as that would be too sensible and easy, I just got an auto email saying that you do not bother to read reply's. So I tried the chat option after loads of run around and being asked some basic information twice, I was eventually told that I would be passed to an expert. Then nothing, then a message saying that due presumably to inadequate staffing there would be a long wait. More nothing. Gave up.

I am more than a little annoyed at having to twice waste my time trying to sort out Talk Talks billing errors, and should you carry out your treat to charge me for something that never happened I will be complaining to my card issuer and Trading Standards.

Please arrange to have this threatened fraudulent charge cancelled, and update your records so I am not bothered again.

[nambuso-TT]

I can confirm that an Equipment Returns -Charge Dispute webform has been completed for you and you will receive a thank you comms within 5 working days, which will confirm you will not be charged for your equipment. I do apologize for the inconvenience caused to you. Thanks

[Crapservicetwice]

Have you considered reading my posts above explaining several times what happened and that there has never been any replacement equipment. Before posting your drivel.

As it happens I posted an account of the service I have received from Talk talk on Trust Pilot, and as a result I received a phone call from a member of Talk talks staff who seemed both competent and helpful ( I suspect that he is probably a very lonely man. )

His advice was to ignore these emails as it is known within Talk talk that the billing system has gone rouge and is sending out demands and acknowledgements that have no basis in fact, and that there are no pending charges behind them. So I will wait and see what happens.

[Mandisa-TT]

Hi @Crapservicetwice  I have reviewed your account and found that when you activated your Full Fibre package, you received equipment on March 21, 2025, just before your services went live. Additionally, another piece of equipment was sent on March 31, 2025, as a replacement. This is why you received an email requesting the return of the original equipment. You mentioned that you did not receive the replacement equipment, and I have sent you a private message with a link to our complaint process.

[Crapservicetwice]

I have spent hours on the two iterations of this nonsense, and have informed TalkTalks staff multiple times now of the situation.

I live in an area of poor phone reception, and the chances of getting through what would no doubt be a very long call, without the call dropping out would be negligible.  Even if the phone call stays connected for long enough, there seems little evidence that anyone will bother to listen, and act on what I say. Probably just an expensive way of causing more irrelevant hassle.

[siphosethu-TT]

Hi there @Crapservicetwice, I also advise you call in and have them explain this to you and have it fixed as well. Thanks

Contact Number: 03451720074  

Opening Hours: 

VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

[Crapservicetwice]

*@#][!![]'#[@#]!*!!!

Does the incompetence of Talk Talk know no bounds.....

I spent an hour this morning on the chat system explaining that, I had not exchanged an eero and hence did not have one that I had failed to return, and that I would be extremely annoyed should I be charged for this non existant eero. The representative told me that if there was no eero to return I would not be charged. But that if I was charged I could waste more of my time requesting a refund.

This afternoon I received two emails from TalkTalk....

One telling me that they had tried to contact me but failed, strange as you seem to be able to send me plenty of nonsense emails. Making threats about non existant eeros and requests I have not made.

The second email was a passive aggressive message regretting the fact that I had asked to terminate my contract with TalkTalk, and stating that they would continue to charge me for various things until I gave them certain unspecified information. The email also threatened that this process would damage my credit rating. 

Where this comes from I have no idea, as all I have done is complain that I should not be liable to pay a charge for not returning a non existant eero, and that if this fraudulent charge is made I will report it as such to my bank.

I can only assume from the evidence that TalkTalks back end processes have been handed over to an AI running on a basic model ZX81.

[Gliwmaeden2]

@Crapservicetwice, if you have a Talktalk phone number, calling Talktalk helplines is free.

[Crapservicetwice]

Great so Talk Talk sends threatening emails and I have to waste my time and pay for a phone call that will no doubt be on hold for ages to sort it out. 😕

[amahle-TT]

Hi there, I do apologize for this. If you purchased an additional eero on Total Home Wi-Fi you shouldn't be charged since that equipment belongs to you.

Kindly contact our full fibre team and they will look into this for you.

Contact Number: 03451720074  

Opening Hours: 

VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

[KeithFrench]

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday), excluding Bank Holidays, but if more urgent, you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number (TalkTalk Phone or Account number box )and, if possible, an alternative contact number. This can be done by clicking on your Avatar picture and then clicking on "My Settings" followed by:-


Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.