FF150 speed and other issues...former Shell energy, now newly contracted direct to TT

[Powderhound]

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]

@Chris-TalkTalk @Are we there yet ? Am I close to the head of the queue please Chris?

[Chris-TalkTalk]

No problem 🙂

[Powderhound]

@Chris-TalkTalk Just knowing that the fault is identified and a fix is queued for execution is much comfort. Thank you.

[Chris-TalkTalk]

Hi Powderhound,

It's been passed to a back office team as the problem is that the new package hasn't updated on one of our systems which is restricting the speed. The back office team will have to manually update the system with the new package information but it's in a queue at the moment so unfortunately this can take a few days, apologies for the delay

Chris

[Powderhound]

@Chris-TalkTalk I'm too excited at the prospect of a fix not to check-in with you to see whether your colleague is making progress. Thanks, Darrell

[Powderhound]

@Chris-TalkTalk This is legendary Chris. Rewards will await in heaven for the agent able to solve this mystery. Thank you

[Chris-TalkTalk]

Hi Powderhound

Just a quick update to let you know that a colleague has escalated this to have the issue resolved, I'll keep an eye on it and let you know when I have any more information

Chris

[Powderhound]

@Chris-TalkTalk Amazing progress, thank you

[Chris-TalkTalk]

Hi Powderhound,

Apologies for the delay, I've been waiting for our provisioning team to get back to me. I can see why your speed is being limited, just trying to find out how I can get it fixed. I'll let you know when I have any more information

Chris

[KeithFrench]

@Powderhound 

I see that @Chris-TalkTalk has this in hand.

[KeithFrench]

Hi @Powderhound 

Thanks for confirming this, I will chase TalkTalk later this afternoon, if they haven't replied to you. It all depends on their workload.

[Powderhound]

@KeithFrench Just wanted to confirm to you Keith that the cheap TP-Link ethernet switch that you listed (and that I also found online and bought) works perfectly with the eero. £10 that I never thought I'd spend, but heyho.

[Chris-TalkTalk]

Hi Powderhound,

Leave this with me, I'll take a look at it and get back to you

Chris

[Powderhound]

Thank you m'lord.

Seems to be related somehow to having a former Shell energy 95 account number and not a brand spanky new TT 101 Account number.

[Powderhound]

@Xplorer HI - are your comments aimed at me? I never said 'best left to the support team' so am thinking that wasn't for me. Keith maybe? You were totally right about the attachment contents, thank you. Another kind soul removed it before I could do it myself.

[Powderhound]

@damianjk Wow - I am close to following you elsewhere. But I have previously had nothing but great service from TT so am loathe to change. But at the end of the day, as a Shell Energy customer I/we are not being looked after. I am not even a Shell Energy customer anymore, but a bona fide real TT customer...except I am still labelled with a 95 account. Thanks for sharing your experience.

[KeithFrench]

It is in the queue for TalkTalk's attention.

[Powderhound]

@KeithFrench Hello Keith - I know that you are a man of infinite resources...can this issue of only 109Mb at the ONT be escalated so that someone acts and corrects it? I feel that I cannot endure another six hours of online chat. Please advise...Darrell

[damianjk]

Hi,

my experience as a 100Mbs Shell migrated customer, I was told I'd be migrated to TT 150Mbs because TT didn't offer 100Mbs and when they did I could pay extra for the 150 or be downgraded to 100.

On go live day nothing changed, nothing at all, speeds were exactly the same. Okay, switch off router/ONT for 30 minutes and nothing different. Speak to TT customer support, ask for the Shell migration team, have it confirmed that I'm speaking to the migration team who then ask me to plug in the TT router ??? Why would they ask me to plug in a TT router to test the line if they're the Shell migration team and would know that I would only have a Shell router?

I'm in two minds as to whether Shell 100Mbs is marketed by TT as being 150Mbs. Separate to that, I believe TT can't change line speed directly for full proper fibre (ONT) and they have to place an order with open reach to change the line settings.

Obviously somebody at TT knows exactly what the situation is.

I've now left TT following many wasted hours going round in circles and the speed never changed in the following weeks. In your situation I'd be looking at cooling off period and the speed guarantee (something like 30 days to sort the speed out).

From what I can make out, the Eero isn't any faster and some have found it slower, also as you're aware you're losing a few ports.

I also have the problem of not being able to view bills, as have others. It was a no brainer to jump ship and I'm still waiting for a final bill which I thought might drop 28th Oct or 5th Nov, but now who knows as I certainly don't.

I'll no doubt be told off for not starting my own thread/topic, but if you search previous posts you'll find that you're by no means alone, good luck.

[KeithFrench]

Sorry @Powderhound there is nothing more I can do.