topic Re: New Contract - Total Home WiFi in Full Fibre

New Contract - Total Home WiFi

Berzons — Fri, 05 Apr 2024 10:08:52 GMT

Hi there,

I have just upgraded my package at the end of my contract from Full Fibre 500 to Full Fibre 900. I was told that I would be receiving an additional Eero router for total home WiFi but have only received the main Eero Pro 6 one today.

Do I expect another one in the post as I thought they would be delivered together?

Regards,

Brian

Re: New Contract - Total Home WiFi

Chris-TalkTalk — Fri, 05 Apr 2024 10:35:49 GMT

Hi Brian,

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

Re: New Contract - Total Home WiFi

Berzons — Fri, 05 Apr 2024 11:39:31 GMT

Hi Chris,

Profile is updated.

Thanks,

Brian

Re: New Contract - Total Home WiFi

Chris-TalkTalk — Fri, 05 Apr 2024 12:38:43 GMT

Thanks Brian. When is your upgrade supposed to go live?

Chris

Re: New Contract - Total Home WiFi

Berzons — Fri, 05 Apr 2024 17:39:04 GMT

Hi Chris,

Go live date is 10th April.

Thanks,

Brian

Re: New Contract - Total Home WiFi

Chris-TalkTalk — Mon, 08 Apr 2024 07:44:32 GMT

Ok thanks. Just to confirm, you have two eero's now, is that correct?

Chris

Re: New Contract - Total Home WiFi

Berzons — Mon, 08 Apr 2024 09:20:19 GMT

Hi Chris,

I still have my old one and have had a new one delivered.

Thanks,

Brian

Re: New Contract - Total Home WiFi

Chris-TalkTalk — Mon, 08 Apr 2024 10:08:35 GMT

OK thanks. You would usually only receive two eeros on total home wifi, have you been told that you would get three?

Chris

Re: New Contract - Total Home WiFi

Berzons — Mon, 08 Apr 2024 11:09:16 GMT

Hi Chris,

Yes, told that I would be receiving 2x Eero's as per the snippets of the chat con

versation attached.

Regards,

Brian

Re: New Contract - Total Home WiFi

Chris-TalkTalk — Mon, 08 Apr 2024 13:19:30 GMT

Well you do get two eeros with total home wifi but you would only receive one if you already have one. Did the agent that you spoke to specifically say that you could have three eero's?

Chris

Re: New Contract - Total Home WiFi

Berzons — Mon, 08 Apr 2024 14:57:15 GMT

As per the snips attached in the last post, the agent concurred that 2 x Eero's would be delivered.

Regardless if I had one at home or not doesn't matter, that had been paid off with the last contract. I would expect new equipment on every new contract or renewal...? The reason that I went ahead with the new contract was on the basis that the agent agreed that 2 x Eero's would be delivered.

Regards,

Brian

Re: New Contract - Total Home WiFi

Chris-TalkTalk — Tue, 09 Apr 2024 06:37:40 GMT

I'm sorry for any confusion but we don't send replacement equipment with every new contract, we generally only replace equipment if it's faulty or the equipment for the new service is a different specification.

If you'd had a wifi hub on your previous contract we would send two eeros and you would be required to return the wifi hub. If you had an eero 6 (rather than the 6 pro) we would again send two eero 6 pros and you would be required to return the eero 6

Have you been experiencing wifi coverage issue with just the one eero?

Chris

Re: New Contract - Total Home WiFi

Berzons — Tue, 09 Apr 2024 09:52:55 GMT

Still doesn't change the fact that I was told I would be receiving 2 x new Eero's hence why I took the contract.

Coverage with one Eero isn't good as I have thick granite walls in my house. I have 2 x Netgear EX8000 extenders setup alongside the Eero but obviously a mesh system is more desirable which is why I was glad to be receiving the 2 x extra Eero's.

Regards,

Brian

Re: New Contract - Total Home WiFi

Chris-TalkTalk — Tue, 09 Apr 2024 10:38:37 GMT

OK, if once you go live you experience wifi connectivity issues with the two eeros just let us know and we can look at this again then

Chris

Re: New Contract - Total Home WiFi

Berzons — Tue, 09 Apr 2024 11:55:50 GMT

Service went live yesterday and coverage isn't any better than it was before.

Regards,

Brian

Re: New Contract - Total Home WiFi

Chris-TalkTalk — Tue, 09 Apr 2024 12:50:20 GMT

OK Brian, I'll take a look at this now

Chris

Re: New Contract - Total Home WiFi

Berzons — Tue, 09 Apr 2024 13:31:33 GMT

Thank you, Chris.

Regards,

Brian

Re: New Contract - Total Home WiFi

Chris-TalkTalk — Tue, 09 Apr 2024 14:13:11 GMT

Hi Brian,

Wifi signal strength looks good all all devices, are you experiencing any problems with any particular device?

Chris

Re: New Contract - Total Home WiFi

Berzons — Tue, 09 Apr 2024 15:42:36 GMT

Hi Chris,

I live in a three storey house with thick granite walls. There is nothing wrong with the equipment, just that the WiFi coverage isn't great. I struggle to get a connection in the living room sometimes which is only about 30ft from the main router. Third floor is a write off.

Regards,

Brian

Re: New Contract - Total Home WiFi

Chris-TalkTalk — Wed, 10 Apr 2024 08:54:16 GMT

OK, I'll send another eero to test with. Please let us know how you get on

Chris