Fibre 150

[Caitlinanne123]

Since upgrading my broadband to the Amazon echo route fibre 150 I have had AWFUL connection it always drops. It doesn’t reach to the back of my house. I work from home and it’s ridiculous having such an unstable connection. My speed on contract states ( estimated download speed between 150.0 Mbps and 153.0 Mbps with a minimum guaranteed download speed of 120.0 Mbps and upload speed of 30.0 Mbp) 

but all it’s been is the same from my old contract 65mps download and upload is 19. I am paying extra for absolutely nothing had such a terrible experience and I won’t be paying my bill if this carries on. Any suggestions cause they’re useless on the phone talking to talktalk! ? Thanks 

[Chris-TalkTalk]

I'm sorry it's taking so long, I'll let you know when I have any more information 

Chris

[Caitlinanne123]

This is just getting ridiculous! I was told 24 hours it’s been days 

[Chris-TalkTalk]

Sorry for the delay, I'm trying to get an update, I'll let you know when I have one

Chris

[Caitlinanne123]

Still waiting for them to give me an update 

[Gliwmaeden2]

I'll re-escalate this for you, @Caitlinanne123. Staff won't be back before the morning though.

[Caitlinanne123]

Any update please ? 

[Chris-TalkTalk]

We usually get an update within 24 hours

Chris

[Caitlinanne123]

How long does this usually take to investigate thanks 

[Chris-TalkTalk]

I'm sorry for any inconvenience, I'll let you know when I have an update

Chris

[Chris-TalkTalk]

Thanks for the information, I've sent you a PM to confirm some details so that we can look into it further

Chris

[Caitlinanne123]

I have attached a photo for you 

[Chris-TalkTalk]

Thanks, could you tell me which lights are on on the ONT at the moment

[Caitlinanne123]

BT open reach 

[Chris-TalkTalk]

OK thanks. Was the service installed by BT Openreach or City Fibre?

Chris

[Caitlinanne123]

Yes that is correct I have plugged it into my work laptop and my personal laptop and it still is the same speed 

[Chris-TalkTalk]

So just to confirm, if you connect a device directly to the ONT with an Ethernet cable, bypassing the eero, you only get throughput speeds of 65Mbps?

Chris

[Caitlinanne123]

It’s the same rubbish speed as I mentioned in my first post. Nothing is changing

[Michelle-TalkTalk]

Hello,

Apologies for the confusion, the box on the wall which the eero is connected to. This is just to confirm if the speeds coming into the property are ok.

Thanks

[Caitlinanne123]

Hello I have 1 eero router. What do you mean ONT? 

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. Can I just confirm, how many eeros do you have? What speeds do you see if you remove the eero and connect directly at the ONT?

Thanks