'FULL FIBRE 65 VOIP' ORDER - Status of WiFi Hub 2 order?

[aa2000]

Hi OCE's

I am due to upgrade to FF65VOIP, with Openreach installation this Thursday morning 05 September. 

On contacting Full Fibre Order Management today, I was informed that the WiFi Hub 2 router I am due to receive was for some unknown reason,  not showing on your system.   The lady I spoke to, called 'Mira', promised that she would arrange for the router to be despatched but that this might take up to 48 hours, which means it might arrive after Openreach have completed their installation.   I would be grateful if the delivery could be expedited, so that it reaches me, as promised when I made the order, ahead of the installation.  Very many thanks. 

[Debbie-TalkTalk]

Hi aa2000

Thank you 🙂

[aa2000]

Will do, thanks Debbie. 

[Debbie-TalkTalk]

Hi @aa2000 

No problem 🙂

My Account may take a couple of days to update to reflect the changes.

If My Account hasn't updated by Tuesday then please can you post in the Billing section and my colleague Arne can take a look for you.

Thanks

Debbie

[aa2000]

Marvellous, thanks @Debbie-TalkTalk .

I have a question about 'My Account' which so far isn't showing the new Full Fibre account details since my upgrade yesterday morning. Shall I post that into Billing? 

[Debbie-TalkTalk]

HI @aa2000 

The router firmware has now been updated to the latest version.

Thanks

Debbie

[Debbie-TalkTalk]

Hi @aa2000 

That's great, thanks for letting us know 🙂

I will start your firmware update now and I will post back shortly to confirm once it's completed.

[aa2000]

Hi OCE's

The WiFi Hub 2 router eventually reached me this morning, a day later than scheduled as Yodel could not find my address yesterday.  Their driver, a pleasant chap, apologised profusely to me today, which was a nice touch I thought  🙂

The Hub currently has version SG4K100174 firmware, so would be very grateful if the latest version could be downloaded. 

Many thanks! 

[Chris-TalkTalk]

No problem, thanks

Chris

[aa2000]

Ok, thank you @Chris-TalkTalk .  Will let you know when it arrives. 

[Chris-TalkTalk]

It's showing that it was dispatched yesterday on our systems, it may just be that it hasn't updated on Yodel website yet

Chris

[aa2000]

Thanks @Chris-TalkTalk , appreciate your help with the tracking number.  I've checked and status is still showing 'with sender' which in terms of customer experience, I have to say is disappointing considering I was promised by the FF Order Management lady early yesterday afternoon that she would personally request that order dispatch be prioritised.  It's a pity that TT, having known for weeks about this order, failed with the basic operation of ensuring a piece of vital equipment is sent out on time and as promised.  Had I not called in to TT yesterday, a Hub was not even due to be sent at all.

[Chris-TalkTalk]

Hi aa2000,

I've PM'd you the tracking number (yes it's Yodel)

Chris

[aa2000]

Hi @Michelle-TalkTalk , I'm guessing the delivery courier is Yodel, is there a tracking number?  Thank you.

[Michelle-TalkTalk]

Morning,

I can see that the router has been ordered so you should hopefully receive this today or tomorrow as it usually takes around 48hrs to arrive.

Thanks

Michelle

[aa2000]

Hi @Karl-TalkTalk / OCE's

Although the Full Fibre Order Management representative also promised me that I would receive tracking communications for yesterday's WiFi Hub 2 order, I have not received any.  I would be grateful if you could please check that order has indeed been processed and that the hub is actually on its way.  Many thanks. 

[Karl-TalkTalk]

Hi

Yes, that router will work with full fibre.  The Voip side is done on our systems so will work when the new router is connected and a phone connected to the router.

Karl.

[aa2000]

Thanks @Karl-TalkTalk , it's a FAST 5364, so the internet side of things should at least be seen to work on Thursday.

[Karl-TalkTalk]

Hi

As ferguson advises, we can't expedite the delivery any more than has been, when a router order is placed we usually see a delivery around 24-48hrs, so it could well arrive in time.

Out of interest, what router do you have now ?

Thanks  

Karl. 

[ferguson]

I doubt if delivery can be speeded up. Which router do you have presently? If it is fairly recent Hub with a WAN port then it will work in the meantime, save for the ability to connect your phone up of course. TalkTalk are usually fairly reliable with their deliveries, so the new Hub may well turn up in time anyway.