topic Re: Total Home Wi-Fi Booster add on for £8pm in Fibre

Total Home Wi-Fi Booster add on for £8pm

Peterjl2 — Wed, 10 Sep 2025 16:08:16 GMT

I recently signed up to a new 24m contract but because we have wifi signal strength problems, I add the Total Home Wi-Fi Booster add on for £8pm, which claimed to use wifi repeaters like eero mesh to get wifi signals all around your house.

It is now 3 weeks on and I have yet to receive the wifi mesh boosters. I contacted the chat line and they did not even have them on order. I spent 40 minutes talking to 4 separate staff who seem to be unable to sort a simple problem and eventually was passed through the the Better Value Department (sounds ominously like customers complaints). Unfortunately, by this time I had to go out so I cut the conversation short by asking them to send me the wifi repeaters and email me when this had been done.

4 days later and still no confirmation or tracking order reference.

Has anyone else had the same problem and how did you get around it?

Re: Total Home Wi-Fi Booster add on for £8pm

Mandisa-TT — Wed, 10 Sep 2025 16:22:11 GMT

Hi @Peterjl2 I'm sorry to hear this, I will access your account and asisst you with your query.

Re: Total Home Wi-Fi Booster add on for £8pm

Mandisa-TT — Wed, 10 Sep 2025 16:39:25 GMT

I have gained access to your account, and it is showing that you are currently on our live chat agent regarding the same query. I will be able to assistance you with your query.

Re: Total Home Wi-Fi Booster add on for £8pm

Peterjl2 — Thu, 11 Sep 2025 09:52:06 GMT

Hi Mandisa, yes I tried again to resolve this through the chat helpline which is a very frustrating process. I downloaded the chat script to show how many people I had to deal with before Mark in Billing explained that when I renewed the contract they should have put through an order for the wifi repeaters but this obviously did not happen.

I am however still waiting for a confirmation email with a tracking number so that I know that these repeaters are on their way.

For the record, after chatting to Sara the automated first contact, I was then passed around on 2 separate occasions to:-

Order management

Technical support

Customer service & billing

Each chat took about 40 minutes and in both cases I had to cut the chat short because I needed to do other things. How long the chat would have been to get to the end is possibly over 1 hour, to resolve a fairly simple problem. Does this sound reasonable to you?

Re: Total Home Wi-Fi Booster add on for £8pm

Mandisa-TT — Thu, 11 Sep 2025 09:59:00 GMT

Thank you for reaching out and sharing your experience with us. I sincerely apologize for the frustration you've encountered while trying to resolve your issue regarding the Wi-Fi repeaters.

I appreciate you taking the time to download the chat script and provide detailed feedback. It’s clear that the process has not met your expectations, and I want to assure you that we are committed to improving our service.

Regarding the confirmation email and tracking number for your Wi-Fi repeaters, I will access your account and check if the order has been placed.

Re: Total Home Wi-Fi Booster add on for £8pm

Mandisa-TT — Thu, 11 Sep 2025 10:06:52 GMT

I have gained access to your account an update regarding your equipment order.

Your equipment is currently in FULFILMENT_REQUESTED status. This means that we have received your order, and it is now in the process of being prepared for shipment. It should be delivered within the next 2-3 working days.

Re: Total Home Wi-Fi Booster add on for £8pm

Barrie2025 — Tue, 30 Dec 2025 18:04:07 GMT

I’ve had exactly the same experience and have now been waiting over 2 months for my wifi boosters. I get passed around every time I go on Chat. Please let me know how you solve the problem !

Re: Total Home Wi-Fi Booster add on for £8pm

Gliwmaeden2 — Tue, 30 Dec 2025 18:57:21 GMT

@Barrie2025, staff only reply to the original poster.

You need to return to the message board and click on start a topic and then your post will get a reply tomorrow, once you have started your own thread.

Re: Total Home Wi-Fi Booster add on for £8pm

Philile-TT — Wed, 31 Dec 2025 07:32:38 GMT

@Gliwmaeden2 Thank you.