Wifi Hub 3

[paull2]

Recently had e-mail from Talktalk suggesting I installed new router. I agreed and was sent a Wifi Hub3. As my account is part fibre, this model was found unsuitable. I contacted TT about the error and what to do. Went through 8 different conversations trying to explain my problem, before final agent said I needed 'Wifi Hub 2' not 3. He suggested I upgrade my account from Fibre 35 to 65 (at a cheaper rate) and a Wifi Hub 2 would be sent, when I could return the unsuitable Wifi Hub 3. 

10 days later and I've heard nothing more. Don't know what he said was correct or whether anything has been put in progress. Impossible to re-contact this guy (Thabiso?) as e-mails are non-reply. Very frustrating. It is very difficult to communicate simple requests to Talktalk without being swallowed by the System! Any help from 'Customer Services'?

[mandisa1-TT]

You can chat into the live chat team using the following link: https://community.talktalk.co.uk/t5/Articles/Ways-of-contacting-us/ta-p/2230529

Chat - Monday - Friday 8am - 9pm ; Saturday 8am - 7pm ; Sunday - 9am - 7pm. They will assist you further

[mandisa1-TT]

Hi there @paull2 . Looking into your account you are currently on a 24months contract which started on 10/04/2024 and will end on 09/04/2026, meaning you still have 9 months left into your contract. I can see you were offered Fibre 65 at £27.00 for 24 months and you were sent an email detailing the options available to you, It was suggested you chat back the following week and you confirmed you will review the auto sign email and respond accordingly. I would advise please chat back to the loyalty team so they can process the deal for you, as I can see they also offered you a 2months free discount. Thanks

[jbuchanangb]

I used online chat to upgrade from Fibre 35 to Fibre 65 last week. I am now getting about 48Mb/s download speed. The guaranteed minimum according to my contract letter is 45.4Mb/s so I can't complain. I was moved onto the "Fixed Price Plus" for £30pm not increasing until end of 24 month contract term on 30/6/27. I had been paying £33.17pm for Fibre 35. I find this acceptable. Paying less for improved service.

[paull2]

Sorry for delay in reply -- Ive been out. Yes, I wish to upgrade to Fibre 65 on the terms e-mailed to me 20 June thanks. If the Wifi Hub 3 is suitable then I will give it a try. PL

[KeithFrench]

Hi @paull2 

I can provide any tech support on the WiFi Hub 3 that you might want.

The information below is provided by TalkTalk. For confirmation, please contact @Lorrainef, the manager of the TalkTalk support staff on this forum.

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times, he may ask you to send him test results via a Private Message to help analyse/diagnose an issue. Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help others.

If you need further help or if we need to take any details such as personal information about your account, like phone numbers, account numbers, etc, one of the TalkTalk team will jump in and help out.

[Billx]

Hi, @paull2 

Your current package Part-Fibre 'Fibre 35', can continue as is, using the new Wi-Fi Hub 3, but you must still connect the Wi-Fi Hub 3 to the existing Telephone Master Socket, the way your previous router was connected.

You can upgrade to Part-Fibre 'Fibre 65', and continue to use the new Wi-Fi Hub 3.

To do this, connect both you broadband and telephone via the telephone Master Socket.

(Do not plug any phone onto the back of the new Wi-Fi Hub 3)

(It is not necessary to replace the Wi-Fi Hub 3 with the Wi-Fi Hub 2)

Bill

[siphosethu-TT]

Looking at your account I've noticed that you were not upgraded nor were you ordered a new router. Would you like to continue with the upgrade so I can have it actioned for you? Thanks

[siphosethu-TT]

Ok so what I need to check for is if the router order was made, please bare with me while I investigate. Thanks