topic Re: Eero 6 pro "backend team haven't connected" in Full Fibre

Eero 6 pro "backend team haven't connected"

Umbrelly — Wed, 07 Aug 2024 19:56:17 GMT

I've had absolutely endless issues getting my internet set up in my new house. After 3 hours on the phone to talktalk (took this long as their system apparently wasn't registering my details) during which time they accidentally lost my booking repeatedly which meant I've already had to wait a week without internet. I eventually got an installation date for yesterday, the engineer came in the morning, only took a few minutes to set up and confidently declared it would be ready to go within four hours. However, it did not connect (I followed eero pro 6 instructions, it connects to the eero and detects the ethernet but no IP detection).

This morning I used the talktalk chat and was told that they'd discovered my connection was "being held up by the backend team" who needed to ensure I was getting the correct speed and that I needed to wait 3-5 business days to contact them about it again. Obviously this is a huge pain but also this seems completely incomprehensible and I'm concerned I'm going to wait a further week and still have no internet! Has anyone else been told similar?

Re: Eero 6 pro "backend team haven't connected"

ferguson — Wed, 07 Aug 2024 20:04:15 GMT

Sorry to see this. If you would like the support team to look into this for you make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

Re: Eero 6 pro "backend team haven't connected"

Anonymous — Thu, 08 Aug 2024 05:45:18 GMT

Good morning,

Can you please update your community profile to include your:

Name
Telephone number or Account 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

Michelle

Re: Eero 6 pro "backend team haven't connected"

Umbrelly — Thu, 08 Aug 2024 12:42:09 GMT

Thank you have updated with the information now!

Re: Eero 6 pro "backend team haven't connected"

Karl-TalkTalk — Fri, 09 Aug 2024 08:20:46 GMT

Hi @Umbrelly

The details provided are linking to a Disconnected account.

Can I just check, have you recently completed a home move etc ?

Can you add your address and postcode to the private notes section of your 'Community Profile' so I can verify the account I am viewing is for the correct address.

Thanks

Karl.

Re: Eero 6 pro "backend team haven't connected"

Umbrelly — Fri, 09 Aug 2024 08:39:50 GMT

Yes I have recently completed a home move, but there appeared to be a lot of mistakes made in the process of organising my home move so I'm concerned this has something to do with it (especially as my account is showing "disconnected")

Have updated my private notes.

Re: Eero 6 pro "backend team haven't connected"

Karl-TalkTalk — Fri, 09 Aug 2024 09:16:35 GMT

I've located the 2nd account but this is cancelled and notes on the account say that the move fell through.

Di you have any issues with moving, or contact TalkTalk to advise there were issues with the home move at any time ?

Thanks

Karl.

Re: Eero 6 pro "backend team haven't connected"

Umbrelly — Fri, 09 Aug 2024 09:39:26 GMT

No, I have at no point spoken to talktalk about any issues with the move! I spoke to them for three hours on the phone weeks ago to arrange the home move, then the engineer came Tuesday and I contacted talktalk again via chat to say the internet wasn't working and they said it was being "held up by the back end team". That's the only interactions we've had. I've also had approximately 100 emails confirming everything.

Re: Eero 6 pro "backend team haven't connected"

Karl-TalkTalk — Fri, 09 Aug 2024 09:58:16 GMT

I've had a chat with the provisioning teams here. There was a manual order placed with Openreach to install, however this should not have been placed as there is no reference for the service to link to on our systems for connection or billing etc. They have had a look and an agent placed a cancellation on the account on 24th July so the account is now fully cancelled.

To provide a service you will need to contact our sales teams and place a new order so this can then be provisioned. Once an account is disconnected or cancelled it cannot be reinstated and a new order / account has to be created.

Karl.

Re: Eero 6 pro "backend team haven't connected"

Umbrelly — Fri, 09 Aug 2024 10:20:53 GMT

Are you serious!! This is completely insane, they cancelled it the same day I ordered it?? Why did the person I spoke to on Wednesday not tell me this or make something up about a back end team??

This is genuinely the worst service I've ever experienced from anyone - to be clear if this order is cancelled what has happened to my old connection at my previous house? Is it still running/am I being charged for it? Or if my new order has been cancelled am I going to be changed early cancellation fees for the old order? This is such an utter mess I'm genuinely baffled by how terrible this is.

Re: Eero 6 pro "backend team haven't connected"

Umbrelly — Fri, 09 Aug 2024 10:26:45 GMT

To be clear - what I now want is for any cancellation charges to be removed so I can "place a new order" with a different, less insane, internet provider.

Re: Eero 6 pro "backend team haven't connected"

Karl-TalkTalk — Fri, 09 Aug 2024 10:36:48 GMT

The old account at the previous address is fully disconnected and closed. the new account is cancelled fully, so you are not currently being billed for any services going forward. there should not be any cancellation fees applied as you did not request a cancellation.

You may receive a final bill for previous services used, but if any additional fees do show, contact us here and we can deal with these for you.

I am sorry for the poor service you have received.

Regards,

Karl.

Re: Eero 6 pro "backend team haven't connected"

Umbrelly — Thu, 21 Nov 2024 14:29:55 GMT

@Karl-TalkTalk wrote:
Hi

The old account at the previous address is fully disconnected and closed. the new account is cancelled fully, so you are not currently being billed for any services going forward. there should not be any cancellation fees applied as you did not request a cancellation.

You may receive a final bill for previous services used, but if any additional fees do show, contact us here and we can deal with these for you.

I am sorry for the poor service you have received.

Regards,
Karl.

Hi Karl - been a while but I noticed suddenly that I'd been charged £38 by talktalk. When I rang up they said that actually I never cancelled so not only have I been charged every month but they're trying to charge me a cancellation fee as well! I've tried to show them evidence of this conversation here and they refuse to acknowledge it. I'm actually in disbelief, after I already cancelled because of the appalling service now I'm losing significant money for a service that I absolutely did cancel! Is there anything you can do about this? I don't understand why my account is apparently still active?

Re: Eero 6 pro "backend team haven't connected"

Arne-TalkTalk — Tue, 26 Nov 2024 11:50:39 GMT

Hi Umbrelly

I can see that the account will cancel tomorrow (27th), and a refund has been organized for the over payments.

Sorry for any inconvenience caused.