on 19-01-2021 08:17 AM
I have been a customer for 18 months and enjoyed a good service both in speed and reliability. Recently I saw an option to upgrade to Fibre 65 which was a little more speed and had a web chat about upgrading, I was told I would get a new router and my min speed would be 38mb I went ahead and I could see the order including a new router which said please check back for tracking details. The order has now went to completed and I can't see any indication I am actually getting a new router - no tracking info that I can see. To cap it all I see no difference in speed if anything it is actually a little less when performing tests - previously 36mb on multiple devices now 33mb. I can also see on my account the minimum guaranteed speed is 24mb not 38mb as stated. It feels like I have been scammed into extending my contract and paying more for the same or slightly worse service. At least I still have some time to get out of the contract but after a good service over the last 18 months this is a real disappointment
on 21-01-2021 01:40 PM
If you still need assistance can you please start your own thread and can you update your community profile to include your:
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.
on 21-01-2021 01:39 PM
on 20-01-2021 12:07 PM
TT do not have UK call centres as far as I know.
You could try Live Chat and that way you can keep a record of the conversation.
on 20-01-2021 11:55 AM
on 19-01-2021 09:59 AM
Contacted support and they confirmed my new router is in transit hopefully this helps - disappointing this doesn't show on my account which would have saved an unnecessary contact