Eero pro 6

[ricksmith]

After replacing my eero 6 router with an eero pro six router I have noticed that my download speed has dropped by 25Mbps

[Arne-TalkTalk]

Hi ricksmith

Use the chat option at the bottom of this page https://community.talktalk.co.uk/t5/TalkTalk-PLUS/bd-p/plushelp 

Regards

[ricksmith]

Can anyone provide assistance or advise why my neighbours can have fibre 900 plus but I can’t.  What is the  qualifying criteria required to upgrade to full fibre 900. Plus from full fibre 150. Or this only available for new customers.

[ricksmith]

The order on my account has now been cleared. I have contacted customer service to place a new order for full fibre 900 plus however I’m now informed that full fibre 900 plus is not available at my address I am however able to upgrade to fibre 900. This I find really baffling why 900 but not 900 plus?

I also find that if i put my next door neighbours address in the property address then full fibre 900 plus is an option to order. I believe that as an existing customer I’m being discriminated against. 
can someone please give me the real reason why I’m unable to upgrade to full fibre 900 plus full home WiFi 

[Arne-TalkTalk]

I'll check in 24/48 hours

[ricksmith]

Let’s hope things can now progress as my patience is wearing rather thin. It may otherwise be time to find a new provider after 20 plus years. 

[Arne-TalkTalk]

Hi ricksmith

I have asked for the "outstanding order" is cleared ASAP. 

Regards

[ricksmith]

I have spoken to them this morning they say my order was rejected and I need to place a new order which can’t be done just yet as there is an outstanding delivery on my account, a returns bag apparently is showing as outstanding  on the system I advised that I received a ret bag in the post today however they say , once this has been confirmed as delivered they can reorder fibre 900 plus. I don’t see how a delivery  in a standard untracked royal envelope will ever show as delivered a on any system ( sounds like bull 💩 to me). Really an undelivered plastic bag is preventing an order from being placed.

What’s happening to Talktalk customer service used to be so good now it seems that you get different excuse each time you talk to someone. 

Also if the order was cancelled why have I received the eero 6 plus and a digital voice adapter 

[Chris-TalkTalk]

Hi ricksmith,

Have you spoken to our Customer services team since your last post

Chris

[ricksmith]

Package still says fibre 150 with voip

[Michelle-TalkTalk]

Good morning,

What does your package show as when you log into your My Account please?

Thanks

Michelle

[ferguson]

OK, thanks for trying that. Let's see what the support team say when they pick this up.

[ricksmith]

Turned off the ONT still reports 150mbps

[ferguson]

Try switching off the ONT for 30 minutes to see if that will kickstart the new speed. Subject to that, the support team will look into this further when they are back online on Monday.

[ricksmith]

Hi Chris 

I have received the second eero 6 plus and successfully added it to the network, thank you,  however the speed reported in the eero app is still showing 150 mbps. I also don’t have access  to the talk talk plus app. Could you please investigate as I signed up to 900 mbps which should include the plus app

[Chris-TalkTalk]

Sorry, just ignore it, this is automatically sent when we order an eero, I confirmed it was £0 charge when I ordered it

Chris

[ricksmith]

Hi Chris 

just received notification that I’m to be charged for this second eero. I hope that that’s not the case as it should be FOC as it’s required for all house wifi

[Chris-TalkTalk]

OK, there's still no indication that another eero has been sent yet so I've one, it should be with you within a couple of working days

Chris

[ricksmith]

Still No router or despatch notice. Go live date is tomorrow 

[Chris-TalkTalk]

OK thanks. I can't see any indication that one has been sent yet so I'll check again tomorrow

Chris

[ricksmith]

Hi Chris

I have not received a second eero or any notification that one has been despatched.

Regards