I am at a loss, and don't know what to do. I am a former Shell energy customer, brought across into TT. My new Full Fibre 150 only gave a maximum of 108Mb. After MUCH conflab with the Shell migration team, I was assigned to a chap in customer support (??) where we actually talked to find a resolution. He told me that the best solution was to end my Shell Energy and open a new contract directly with TT for Full Fibre 150. It would fix the strange slow speed, guarantee a minimum 120Mb and and average 152Mb download. Plus I would get the funky eero 6 router. Oh and it worked out cheaper than my current Shell contract and my account login details would stay the same. What was not to like? I signed up on Monday 4/11/24.
I had an email from TT on Wednesday 6/11/24 informing me that my FF150 was now live. Using my old Shell router, it was operating around 100Mb, not 150Mb. Strange.
The new eero arrived and on Thursday a chap from the eero support team helped set it up along with the app via online chat. Quite clever I thought. Thanks and goodbye.
But wait…the speed was topping out at 108Mb download, the eero had only two ethernet ports (one being used by the ONT Fibre box) and a long standing issue in my TT account was still not working correctly…when logged in and going to Network&Connections/My Home Connection then the screen would NOT complete the task. So three problems. With a funky new direct contract with TT instead of the clunky Shell Energy, I was no further forward, actually down by three ethernet ports on the router and now tied into an 18 month new contract.
So off I go back into the online chat at 13.47. I was passed to BOT to Sara to BOT to Nondumiso to Ritesh to Sara Engage to Jhirly to Amahle to Bilal to Sfundo back to Nondumiso to Sinegugu to Nobuble who tried to pass me to the 'complaints department'…but after 50 further minutes waiting for them I got no replies so I saved the transcript and closed my browser at 20.05. So around in circles with no resolutions for just over SIX hours in the TT chat.
I have three straight forward issues with my new FF150 service:
1 I am paying for FF150 but peaking at 108Mb. Ritesh told me that I needed to buy more eero. What? I am not getting 150Mb at the router, so how will extenders help? My near neighbour gets 1Gb fibre from the same exchange with Sky. Clearly my configuration in the cabinet or in my profile is wrong. Please deliver me FF150 or accept defeat and charge me just for the max 108Mb that I am actually getting.
2 I was not told that the number of ethernet ports available would effectively be one (as the other is taken by the ONT). I use three (Hive, NAS and Smart TV). Supply more eero's or a hub/switch please.
3 My account does not allow be to run Network&Connections/My Home Connection. It didn't work as a Shell Energy customer either, but now that I am direct with TT, using TT provided eero router, why is it not working? Even from the TT account login page I am presented with a button to 'see how my connection is performing' with apparently no need to log in…click…oh that doesn't work for me either as I am presented with exactly the same screen where I log into my account.
I really just want to be a normal customer getting the service that I am paying for.
Please don't tell me to embark on another six hour journey around the various support teams. I need a person to call and talk to me and to resolve my three issues. I tried many times yesterday to book a call back but the online chat simply failed on this occasion.
Attached is the pdf transcript. I tried really hard to maintain politeness, but sometimes my frustration leaked through.
How can I get the attention of someone who can fix my issues?
Thank you for staying with me through my tale of woe.
Powderhound
