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]

Sorry, I don't have a time scale at the moment, I'll let you know when I have any more information 

Chris

[Caitlinanne123]

Awful service will be looking on moving to sky at this rate. Do you have a time scale asap please 

[Chris-TalkTalk]

Hopefully it won't be to long, apologies for any inconvenience. I'll let you know as soon as I have any more information

Chris

[Caitlinanne123]

How long until they reply to you my manager isn’t happy that I can’t work as the time off records are on red zone as it is! Thanks 

[Chris-TalkTalk]

OK thanks. I'll raised this to our Future Fibre team as a fault. I'll let you know when I receive an update or they may contact you directly

Chris

[Caitlinanne123]

Yes I’ve tried that and it still won’t work 

[Chris-TalkTalk]

OK thanks. Do you have a device that you can connect directly to the ONT by Ethernet cable bypassing the eero?

[Caitlinanne123]

It won’t let me and I’ve already had it unplugged for a while

[Chris-TalkTalk]

OK thanks. Have you tried rebooting the eero? If not then could you give this a try and let me know how you get on

Chris

[Caitlinanne123]

Power is green LOS is off PON is green LAN is off and my eero router is flashing white not connecting to the internet 

[Chris-TalkTalk]

Hi Caitlin,

Could you just tell me which lights are currently on on the ONT

Chris

[Chris-TalkTalk]

OK thanks. I didn't know that you would be without service as Fibre 150 is still active. I'll let you know when I have any more information

Chris

[Caitlinanne123]

Someone should have told me that my wifi was going to be ceased! This is out of order. I’ve already tried leaving the router off for 35 minutes and turning back on it still isn’t working

[Chris-TalkTalk]

I'm chasing this up with the relevant team. The old 65Mbps service has been ceased which had to happen first. The 150Mbps service is showing active but not authenticating. Could you try switching the ONT off and leave it off for 30 minutes, then switch back on and retest

Thanks

Chris 

[Chris-TalkTalk]

Sorry, I'll take a look now and get back to you

Chris

[Caitlinanne123]

Can I stop being ignored??????? My internet fully isn’t working I’ve been crying all morning because I work from home I can’t go into the office I am stressed out! What the hell is going on someone needs to answer me! I’m losing out on £100 for a days work is this a joke!!!!!

[Caitlinanne123]

Is anyone actually going to fix this????? 

[Chris-TalkTalk]

OK, I'll let you know when I have any more information

Chris

[Caitlinanne123]

it needs sorting asap I’m struggling to work properly from home with this rubbish internet 

[Chris-TalkTalk]

Hi Caitlinanne123,

Just a quick update to let you know that we are still working to get this sorted for you, I'm sorry it's taking so long but hopefully it won't be much longer

Chris