topic Re: Full Fibre order in Full Fibre

Full Fibre order

marksc — Fri, 21 Jun 2024 11:32:28 GMT

Hi,

I'm now able to upgrade to Full Fibre in my area so last Friday i started the order process for doing this.

I've had to reschedule the original Openreach appointment from Tuesday 2nd July 2025 to Monday 8th July 2025 and i just want to make sure this won't cause any issues? eg billing commencement date for full fibre / switching off existing connection.

I work from home so rely on having an internet connection and want to keep any disruption to my service to a minimum.

Can someone advise on this?

Re: Full Fibre order

Chris-TalkTalk — Fri, 21 Jun 2024 13:23:59 GMT

Hi Mark,

I can see that the cease order for the old service has been delayed until the 8th. I can't see the original order though so I've asked our provisioning team to confirm. I'll let you know when I receive an update

Chris

Re: Full Fibre order

marksc — Fri, 21 Jun 2024 14:32:43 GMT

Hi Chris,

I think there will be a lot of work required to facilitate my full fibre installation as I live in a rural area.

My concern is what happens if my fibre installation can't be switched on on the 8th July?

I don't want my old connection to cease if my full fibre install can't be successfully connected.

Please advise.

Re: Full Fibre order

Chris-TalkTalk — Mon, 24 Jun 2024 07:32:40 GMT

Hi marksc,

If for some reason the installation can't go ahead then the cease is usually just delayed until the new service is installed. I haven't received a reply yet from our provisioning team, I'll let you know when I do

Thanks

Chris

Re: Full Fibre order

marksc — Mon, 01 Jul 2024 10:14:06 GMT

Hi,

Can you confirm as part of my order if I will be receiving a new router as part of my full fibre order?

So far I haven't received anything and my installation date is next Monday (8th July)

Re: Full Fibre order

Karl-TalkTalk — Mon, 01 Jul 2024 10:22:48 GMT

If a new router is required, this is usually provided just before the go live date.

What router do you currently have ?

Karl

Re: Full Fibre order

marksc — Tue, 02 Jul 2024 14:32:04 GMT

Hi Karl - I have a talktalk wifi hub router. I have an email that says as part my full fibre order I will receive an eero router but as of today I haven't received anything.

Can you look into this?

Re: Full Fibre order

Chris-TalkTalk — Tue, 02 Jul 2024 14:38:43 GMT

Hi marksc,

You would only usually receive the eero just a day or two before the installation date.

Chris

Re: Full Fibre order

marksc — Thu, 04 Jul 2024 14:27:14 GMT

As of today I still haven't received any router. That only leaves one working day before my installation date for a router to arrive. Can someone check this out and let me what am I supposed to do on Monday if the engineer arrives and no router has been delivered?

Re: Full Fibre order

Chris-TalkTalk — Thu, 04 Jul 2024 14:52:17 GMT

Hi Mark,

You should receive the router before Monday but if you don't your current router should work fine

Chris

Re: Full Fibre order

marksc — Sat, 13 Jul 2024 09:31:41 GMT

Hi,

I got my full fibre installed installed on Monday 8th.

So far i've been assured on three separate occasions that i will be receiving a new eero router but i still haven't received any email to confirm that a router has been sent. Then each time when i get back in contact with whoever i chat to they are saying they can find nothing on my account that indicates a router is being dispatched.

I've updated my account number on my community profile so i would appreciate it if someone could look into this.

My current talktalk router is not handling full fibre very well in regard to speed to devices and i really need the eero router i was promised to be sent.

Re: Full Fibre order

marksc — Sun, 14 Jul 2024 10:24:48 GMT

Just an update to my last post. I finally received my new Erro router yesterday and my internet is running a LOT better.

Re: Full Fibre order

Anonymous — Mon, 15 Jul 2024 05:45:52 GMT

Good morning,

I'm sorry for the delay and I'm glad to hear that the eero has arrived and that your connection has improved.

Thanks

Michelle