topic Re: Full fibre 65 in Full Fibre

Full fibre 65

silverbird63 — Mon, 04 Sep 2023 14:41:16 GMT

Hi we have upgraded to full fibre 65 with voip from fibre 65. We go live on 06th September 23, not received new router yet.

Please help CEO.

Thank you

Re: Full fibre 65

ferguson — Mon, 04 Sep 2023 14:50:15 GMT

Which router do you have presently? It will be quicker to chase this if you contact customer services directly.

Re: Full fibre 65

silverbird63 — Mon, 04 Sep 2023 15:11:43 GMT

Just the ordinary router for full fibre. Not the VoIP one.

Thanks

Re: Full fibre 65

Chris-TalkTalk — Tue, 05 Sep 2023 07:27:54 GMT

Hi silverbird63,

The order for the router has been created, I'll check later to see if it's progressed.

Chris

Re: Full fibre 65

silverbird63 — Tue, 05 Sep 2023 07:34:48 GMT

Thanks Chris

We have the engineer coming tomorrow. We were told the 6th September 23 between 8 and 1. That was on 22nd August. Although we haven't received a verification email. We feel a bit lost a d worried. We have been customers since 2007,, hopefully that holds some value

Thank you again

Thanks

Re: Full fibre 65

Chris-TalkTalk — Tue, 05 Sep 2023 07:38:28 GMT

No problem, I'll check again later to see if the order is progressing

Chris

Re: Full fibre 65

silverbird63 — Tue, 05 Sep 2023 08:57:48 GMT

Ok but we cannot sit in all day we have an appointment. Nothing so far from TT.

Cheers Chris

Re: Full fibre 65

Chris-TalkTalk — Tue, 05 Sep 2023 09:07:36 GMT

There's no reason to sit in all day today, I'll just update the thread when I have any more information

Chris

Re: Full fibre 65

silverbird63 — Tue, 05 Sep 2023 13:08:37 GMT

Hi Chris

Back home. Still no sign. What is the contingency plan for tomorrow when the engineer comes out and there's no router?

Thanks

Re: Full fibre 65

Chris-TalkTalk — Tue, 05 Sep 2023 13:27:54 GMT

Hi silverbird63,

If the router doesn't arrive tomorrow then the engineer will set up your service with your existing router. The router should arrive tomorrow but if it doesn't we will have to raise it as an escalation in which case you would usually receive the router the following day

Chris

Re: Full fibre 65

silverbird63 — Tue, 05 Sep 2023 14:08:51 GMT

We were told everything would be done outside, and the landline phone would plug into the router. This isn't very good, is it.

Thanks

Re: Full fibre 65

ferguson — Tue, 05 Sep 2023 14:14:10 GMT

Who told you that? They do need to come inside to install the ONT (Optical Network Terminal) which then connects on to your router. The worst that can happen is that you may be unable to use your phone for a day.

Re: Full fibre 65

silverbird63 — Tue, 05 Sep 2023 14:27:03 GMT

The person that got us to upgrade from ordinary full fibre 65 to this extra boosted one that will be faster he said.

Getting worried now. Thank goodness the phone calls a recorded.

Thank Chris

Re: Full fibre 65

ferguson — Tue, 05 Sep 2023 14:50:53 GMT

Aw, don't be worried. The process is relatively painless. The engineer should arrange a spot for the internal unit which is convenient for you, as long as it is within easy reach of where the fibre cable reaches your home. Have a look at this for an overview:

https://community.talktalk.co.uk/t5/Articles/How-Full-Fibre-is-installed/ta-p/2555166

Re: Full fibre 65

silverbird63 — Tue, 05 Sep 2023 15:09:13 GMT

Thanks Chris for the explanation but we were never told this we were told we were just getting a better speed say 70 instead of 50. Is this right.

Thanks

Re: Full fibre 65

martswain — Tue, 05 Sep 2023 16:57:27 GMT

Full fibre speeds are always at the maximum for the product as there is no appreciable attenuation over a real fibre line unlike your current copper line..

If the fibre cable is not being installed in the same underground conduit into your home do have a think about where you want them to drill the necessary hole in your wall and make sure that point has a double power outlet near to it for the ONT and router.

The router will connect to the ONT with a short ethernet cable, so if you want your router elsewhere you'll have to provide your own longer ethernet cable.

Re: Full fibre 65

silverbird63 — Tue, 05 Sep 2023 18:22:16 GMT

Ah thanks for the information very kind, we have the cabling etc just need the feed of the fibre cable ., It's just a shame this wasn't all explained. We haven't had the router yet. Not great.

Thanks again

Re: Full fibre 65

Chris-TalkTalk — Wed, 06 Sep 2023 06:31:09 GMT

Hi silverbird63,

It still doesn't look as though the router has been dispatched, I'll check again in a couple of hours and if the order hasn't progressed I'll escalate to have a router sent

Chris

Re: Full fibre 65

silverbird63 — Wed, 06 Sep 2023 07:19:55 GMT

Morning thank you.

We are so angry and feeling that the BT engineer might not even be ordered. What happens if the router isn't here?

Thanks

Re: Full fibre 65

Chris-TalkTalk — Wed, 06 Sep 2023 07:34:40 GMT

The order has been placed and the engineer booked for today. If the router doesn't arrive the engineer should be able to set up the broadband service with your existing router and I'll escalate it to get the router sent out. Apologies for any inconvenience

Chris