topic Re: I don't get what I pay for in Full Fibre

I don't get what I pay for

Tourion — Thu, 29 Aug 2024 23:18:32 GMT

hello my internet speed should be 500mbps, that's what I have in my contract, in the bill that I pay it also says that I pay for a 500mbps package, so why is my internet speed 200mbps? I pay for something that I don't receive, and I feel cheated.

I tried to contact customer service but was ignored.

Re: I don't get what I pay for

KeithFrench — Fri, 30 Aug 2024 07:51:01 GMT

I assume that you have one or more eero Pro 6 routers, is that right? If you look in the eero app at:-

Home

Internet

What does it show your upload & download speeds in that screen, what does it display for each?

Is your Full Fibre provided by Openreach, CityFibre or another company?

Are your devices connected by wireless, wired (Ethernet) or a mixture of the two?

Re: I don't get what I pay for

Chris-TalkTalk — Fri, 30 Aug 2024 08:43:12 GMT

Hi Tourion,

In addition to answering Keith's questions can you also 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: I don't get what I pay for

Tourion — Thu, 05 Sep 2024 08:21:18 GMT

Hello

Re: I don't get what I pay for

Tourion — Thu, 05 Sep 2024 08:56:04 GMT

unfortunately I can't get help because I was told on live chat that: '' I can see that you are a full fibre customer, and I do not have the skill set to assist full fibre customers.''

this made me laugh 🙂

Re: I don't get what I pay for

Gliwmaeden2 — Thu, 05 Sep 2024 09:11:31 GMT

@Tourion, @KeithFrench asked you several questions that need answering - the information is not all available in your screenshot.

Re: I don't get what I pay for

KeithFrench — Thu, 05 Sep 2024 09:47:08 GMT

Hi @Tourion

It looks like your Full Fibre is provided by Openreach. There is nothing more that needs answering, the problem is that the fibre itself is only reporting 200Mbps, the speed at your devices is irrelevant now in light of this. Please can you turn the ONT off for at least 30 minutes and retest?

Re: I don't get what I pay for

Tourion — Thu, 05 Sep 2024 21:00:12 GMT

Sorry for partially answering the questions, because I answered in a hurry.

Yes is provided by Openreach.

the PC computer is connected via ethernet cable, the rest of the devices are connected via wifi

Once I try the ONT method, I'll let you know if anything has changed.

once again I apologize for the lack of professionalism on my part

Re: I don't get what I pay for

KeithFrench — Fri, 06 Sep 2024 09:28:35 GMT

No problem.