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.

[ferguson]

As I said, best left to the support team, don't you think?

[Xplorer]

@Powderhound,

I have scanned through the transcript. I recommend that you remove it, because it contains personal details.

As a migrated Shell Energy customer your account number starts 950 rather than 101. If you still have the same account number, then you are forever more identified as a migrated Shell Energy customer.

It looks suspiciously like you have been sent new equipment, but nothing else has changed, hence your speed is much as before.

I was migrated from Shell Energy, and subsequently upgraded from ADSL2+ to part fibre. In order to eventually, successfully achieve this, I had to agree to a new account number (starting 101), a new telephone number, and supposedly a new line (but the latter was not necessary).

I wonder whether you too need a new account number (starting (101), so that you become a new TalkTalk customer, in order to resolve your issue.

[ferguson]

OK, well wait and see what the support team here have to advise then, it won't be before Monday as I said. At least you do have a broadband service, even if not at the level you expect. 

[Powderhound]

Thanks Ferguson...but I am NO LONGER a Shell customer...I am a bonafide TT customer on FF150. We ended the Shell contract and they sold me a TT one as I was having so much trouble. Does this make a difference to the support and action that I can hope for?

[ferguson]

It does look like there is some kind of action required at the backend here. Unfortunately, the community support team have no access to former Shell customers' accounts, so you will need to persevere with customer services directly. Be sure to specify that it is the Shell migration team you need to be speaking to, whether by chat, or phone. 

[ferguson]

It does look like there is some kind of action required at the backend here. Unfortunately, the community support team have no access to former Shell customers' accounts, so you will need to persevere with customer services directly. Be sure to specify that it is the Shell migration team you need to be speaking to, whether by chat, or phone. 

[Powderhound]

@KeithFrench I have conducted more analysis.

I have conducted a speed test at the ONT...by plugging my PC into the ONT via a Cat5e cable and running a speed test.

Wow - The ONT is getting 109Mbps down and 24Mbps up. See picture. Virtually exactly the same as the eero.

So - the speed issue is NOTHING to do with the eero or my set up in the house. It is completely to do with either the ONT (see pictures) I think it is a Huawei 1-port or with the exchange/cabling outside. CLEARLY this proves that I am not going totally mad and that some technical person needs to act and get my Fast Fibre 150 working properly at the exchange or from exchange to my house. All of this absolute tosh about needing a second eero and trying to upsell me makes my blood boil.

Can this somehow reach the powers at TT for action??

Yours in hope, Darrell

[Powderhound]

Thanks for the ideas Keith.

I have now turned off the ONT for 30min and restarted.

Changed the cable to a brand new Cat5e one.

Connected it all back up and tested via the eero app...no change. Still 108Mbps down and 23Mbps up.

What next?

Thanks

Darrell

[KeithFrench]

Hi @Powderhound 

Yes you are probably correct about the sales info, but that is beyond my influence I am afraid.

With the eero app only shows 108M, that is a problem with the Full Fibre network or your Ethernet cable between the eero & the ONT. Have you tried turning the ONT off for a full 30 mins & testing again?

[Powderhound]

Hi Keith - very much appreciate your help! In fact, I can remember you helping me some years back when I was a TT customer before, so thank you.

For the ports: Funnily enough, I found the same ethernet switch during my surfing. Yes it is only £10 and yes I have ordered one, but the sales patter needs to change so that the end customer is aware of the drop in ports on the eero.

For the speeds: What speeds does that show at the bottom of the page? I have just run a fresh speed test in the app and it reports 108Mbpd download and 24Mbps upload at 1:25pm on the 8th of November

The device that reports a download of 108M, how is this connected, presumably by WiFi as you are talking about a lack of Ethernet ports? Yes, via wifi. I am three meters from the eero.  I also used speed.cloudflare.com on the PC that I am writing to you on, again via wifi with poorer results of 53 down and 21 up. There are no other active users on the wifi currently.

What type of device is this? the eero app is running on an iPhone 13 mini with latest iOS. The PC is Lenovo T430s running latest Win 10.

[KeithFrench]

Hi @Powderhound 

I will try & help you with the eero problems, but there is so much in your one post, that some things might benefit from a second thread being created. I will try & help you with the lack of Ethernet ports & the speed issues.

• The Ethernet port issue is solved by purchasing a cheap Gigabit data switch. The following is an example, not a recommendation, as I have never tested this one:-

https://www.amazon.co.uk/TP-Link-LS1005G-Wallmount-Ethernet-Splitter/dp/B07VWB347G/ref=sr_1_3?crid=P... 

• The speed issue needs a bit more information, please. In the eero app, tap the Home tab followed by Internet. What speeds does that show at the bottom of the page?
• The device that reports a download of 108M, how is this connected, presumably by WiFi as you are talking about a lack of Ethernet ports? What type of device is this?

I will most likely need to ask a few more questions when I know the answers to my initial questions.

Perhaps you would be kind enough to start another thread about your other issues.

The information below is provided by TalkTalk, for confirmation please contact @Debbie-TalkTalk or@Michelle-TalkTalk.

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 with 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.