Tracking number for router delivery

[AnnieUpNorth]

I've upgraded from fibre 65 to full fibre 500 and the installation engineer is booked for 10th July a.m.8:00 a.m. - 1 p.m.) I telephoned customer services yesterday because my new router has not been delivered, and in fact it has not even been dispatched yet! When I took out the contract I was informed that the new router will be delivered 3 - 5 days before installation. All I got from customer services yesterday was that a tracking number would be sent to me via email. Couldn't explain to me why the router had not already been dispatched, nor what day it would actually arrive, or whether or not the router will be delivered before Thursday morning. It was also confirmed to me that if the router has not arrived in readiness for the installation of full fibre 500, then I'd have no broadband or landline phone because the engineer will disconnect my Fibre 65.

I've been a TalkTalk customer for over 15 years, and I'm very disappointed in the now poor customer service. I've been lied to, and when you phone customer services all you get is evasive answers such as "I've emailed the relevant department and escalated your case" etc etc. I even asked to be put through to speak to someone here in the UK that would be able to provide me with the tracking number and confirm that the router will actually be delivered today. I'm being charged £9.95 for delivery of the router, so surely the package ought to have been arranged yesterday for next day delivery i.e. today Tuesday 8th July.

I'm in my 70s and disabled, I require a landline and internet access for emergencies etc. I thought that I'd stay loyal to TalkTalk given the current situation that the company is experiencing, but I'm now wondering if I made an unwise decision staying with TalkTalk.

Is anyone able to confirm if the router is being delivered today? If it isn't, why was it not dispatched yesterday?

[AnnieUpNorth]

The router did eventually arrive. However, it wasn't posted out until Wednesday, and even though it was delivered yesterday, it arrived in the afternoon.......the engineer had already completed the full fibre installation and had left my house long before the router was delivered. I therefore was without broadband connection for a period of time. Router working all ok, though have not been able to connect my landline phone yet, but that's a separate issue.

[Gliwmaeden2]

When it comes via Talktalk as part of a new order it's sometimes a little nailbiting, whereas replacements sent out by forum staff for fault testing are usually very prompt, @AnnieUpNorth.

[amahle-TT]

I am sorry for any inconvenience caused to you, the tracking number that will be sent will help in tracking the router and you will see when it will arrive, because it may be dispatched today or tomorrow but as I did mention that it might come with the engineer also.

[AnnieUpNorth]

Hi,

Thanks. I posted this early as I was up, and wasn't actually expecting a reply until the customer service office opened.  I've never had a problem before as routers have always been sent out very quickly. TalkTalk ought to realise that people have lives, and cannot always remain at home for days on end waiting for a router parcel to arrive. 

[AnnieUpNorth]

Thanks for your reply. Yes, I'm fully aware that an equipment escalation was raised yesterday. What I cannot understand is why TalkTalk customer service told me a blatant lie with regards to when I'd receive the new router. When I'm informed that I'd receive the router 3 to 5 days before installation, I expect that to be adhered to. I've not yet received an email today (checked again a few moments ago) with a tracking number, nor received any delivery as yet today, so I'm assuming that the router has still not been posted out to me. I've waited in specifically for days in case the parcel containing the router arrives. If the router can come with the Open Reach installation engineer on Thursday morning, why on earth don't TalkTalk do this as standard procedure in the first place, instead of having customers waiting in at home for a parcel that never materialises?

[amahle-TT]

Hi there @AnnieUpNorth, thank you for reaching out. I managed to locate your account, and I do see on the notes that an equipment escalation was raised yesterday. 

If you do not receive the router today it can also come with the engineer when it comes for full fibre installation, thanks.
 

[Gliwmaeden2]

Staff will respond during business hours, @AnnieUpNorth.

Talktalk usually cuts delivery of the router pretty fine, which can be rather unnerving. 

If you complete your community forum profile details, staff will be able to check the details of the order and the tracking number for you.

Go via your avatar, settings and complete Personal Information. SAVE CHANGES.