£85 to replace something of TalkTalk that is broken

[makman1]

I have just spent an hour and a half with 2 TalkTalk agents trying to discover the problem is with our WiFi booster, which will no longer connect to the router. In the end I was told that I needed to replace the booster but they can’t do that because they haven’t got any in stock. A WiFi extender was suggested as an alternative… but I would have to pay £85 for it! Why should I have to pay? There is a problem with TalkTalk hardware, but I have to pay to fix it? Yes, I know it’s not like for like, but it still is the only solution. I will not pay for it, so now I’m left with a WiFi coverage problem in the house that the booster fixed. Any lovely person from TalkTalk willing to help?

[Chris-TalkTalk]

Hi Mak,

I'm sorry for the delay, it's showing 'fulfilment requested' but got no further so it looks as though we are waiting for stock. I'll check again later in the week

Chris

[Gliwmaeden2]

Staff will be back after the Bank Holiday,  @makman1.

I'll re-escalate this for you. 

[makman1]

Hi Chris

Just an update to let you know that the extender still hasn't arrived.

Best regards

Mak

[Chris-TalkTalk]

No problem 🙂

[makman1]

No problem, Chris.

Thanks

[Chris-TalkTalk]

Hi Mak,

The order for the extenders is being processed, I think we may be waiting for stock, apologies for the delay

Chris

[makman1]

Hi Michelle

Just to let you know that nothing has arrived as yet.

best regards

Mak

[makman1]

Thanks, Michelle.

[Michelle-TalkTalk]

Good morning,

We'll check back in with you in a few days to see how you're getting on.

Thanks

Michelle

[makman1]

That’s a fair point, Ally. I didn’t ask for the booster, it was given to me. I never had any problem with the previous router covering the whole house, but, for some reason, the new one wouldn’t, so they supplied it. Without the booster I could still have problems as I don’t think the extenders, if I one for the tv is anything to go by, are as powerful. Of course, I could be wrong. If it doesn’t then I will have to purchase a third party one. Thanks for you comment. 

[AllyM]

Personally, I would say that your contract with TalkTalk is for them to supply broadband to your house. If there is a WiFi coverage problem within your house, that's not the ISPs fault. Given that a proportion of the charges all customers pay will go towards supplying/replacing TalkTalk equipment, I would ask the question of why do you think I should pay for you to get extenders/boosters etc? Especially since I have already paid a fair amount to purchase my own third party router and won't get a free replacement from TalkTalk if it goes faulty.

[makman1]

Many thanks, Chris. This is much appreciated.

[Chris-TalkTalk]

OK. I've ordered the extenders and returns bag now so if you don't need the returns bag just throw it away or save it for future use, it's up to you

Chris

[makman1]

The booster came with a returns bag already with it.

[Chris-TalkTalk]

OK, I'll order the extenders now and a returns bag for the wifi booster

Chris

[makman1]

Yes please, Chris, that would be fantastic!

[Chris-TalkTalk]

OK thanks. I can send the wifi extenders, would you like me to arrange this?

Chris

[makman1]

All done.

[makman1]

All done, Chris.

[Chris-TalkTalk]

Hi makman1,

Can you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris