new router

[roll12]

hi i renewed my contract on 6th March and was promised a new router free and all i had to pay was £9.95 postage which i agreed, now talktalk have sent me bill for new router for £70. I have attached relevant paragraphs of my chat please can you help in this matter?

You|14:49 PM

yes ok can you confirm with router

Ubaid|14:49 PM

We'd like to keep you updated with news about TalkTalk products, tips to help you get the most from our service and exciting offers too. If you would like to hear about these things, then tell us how you'd like us to get in touch. The options are: Email Text Push notification Telephone Post You can change your preferences any time in the My Account Preference Centre or by calling or chatting with us.

Ubaid|14:49 PM

Rest assured, you will receive a new router for free, and you only need to pay the delivery charge of £9.95.

Ubaid|14:50 PM

can you confirm any of the options Email Text Push notification Telephone Post

You|14:50 PM

ok

Ubaid|14:50 PM

can you select any of the options Email Text Push notification Telephone Post

You|14:51 PM

text

Ubaid|14:51 PM

Your first bill will be higher due to part month and advance charges. The part month charges can be found in the Charges since you joined section and represent when you added the service. It’s basically a way of billing you from the date your service was added until the start of your usual billing period. While this might be a little higher than expected, there are no hidden costs. I’ll be sending a copy of the Contract Summary and Contract Information to your email before we can make any changes that would affect the contract.

Ubaid|14:51 PM

Can you confirm that you have received the email?

You|14:52 PM

yes

Ubaid|14:52 PM

Would you like to read these terms now or are you happy to proceed and read at a later point?

You|14:52 PM

later date

Ubaid|14:52 PM

I will process the order for you now

You|14:53 PM

OK thanks

Ubaid|14:53 PM

Congratulations! I have renewed your package for Fibre 150 data only at £24.00 for 24 months, and you'll receive a free router.

Ubaid|14:53 PM

I just want to ensure that you are happy with the service I provided. I have put in my best effort to assist you and provide the best solution. Can you please let me know if you are satisfied with my service?

You|14:54 PM

yes Thank you

Ubaid|14:54 PM

I should be the one thanking you for giving me the chance to assist you. I am glad that I was able to chat with a patient and understanding customer like you, Roland. We appreciate the time you've taken to connect with Talk Talk. Thank you once again. Wishing you a fantastic day ahead!

[mandisa1-TT]

You are most welcome:)
Enjoy the rest of your day and take care @roll12 

[roll12]

Thanks for your help i will contact you once i get my next bill😁

[mandisa1-TT]

Thank you for sharing the Email with me.

[mandisa1-TT]

Thank you so much for sharing that with me, the bill with the £70.00 charge has not yet been generated hence I am unable to see. 
Please contact us once you have been charged, we will be able to assist you further. I have left detailed notes on the account, stating you have shared the conversation with me where the agent promised you the router will be free. Alternatively chat in with the full fibre team using the following contacts: 03451720074  - VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed.

[roll12]

It was monday 23rd march at 15.35 from customer service see body

Hi Roland,

Great news! We've made all the changes you asked for. Scroll down for a quick rundown of your full fibre package.

Your Fibre 150 Data Only package

Your account number:

xxxxxxxx

One-off charges:

Wi-Fi Hub 3 : £70.00

Giving you the best possible service is our top priority. If you change your mind, you can cancel within 14 days of placing your order - just get in touch.

[mandisa1-TT]

Thank you, I have seen the part you are referring to. Can you also please confirm when did you receive the bill you are referring to? As the latest bill that is showing on my end was generated on 08/03/2026 and you paid it on 16/03/2026, no new bill with router charges has been generated yet
 

[roll12]

if you read the  relevant hilighted paragraphs  in my body text you will three times the router was free with 9.99postage

[mandisa1-TT]

You are most welcome, can you also please confirm when did you receive the bill you are referring to? As the latest bill that is showing on my end was generated on 08/03/2026 and you paid it on 16/03/2026, now new bill with router charges has been generated yet

[roll12]

HI thanks for your help tne new renewal contract was 6th march and the chat was 6 th March

[mandisa1-TT]

Thank you so much for your patience. Looking into the account, the router was cancelled when you placed the order on 10/03/2026, as it was detected the router you had is compatible with the new package. However after you contacted the us on 23/03/2026 the equipment was then ordered for you again. Can you please confirm when were you promised the equipment will be free on the 10th or 23rd?

[mandisa1-TT]

Hi there @roll12 We sincerely apologize for the inconvenience caused to you, I will be looking into this for you.