Fibre 500 upgrade

[Andyagc99]

Hi I have an issue with my full fibre broadband. I was on Fibre 150 and it was fine. Reached end of contract and after going through the usual palaver of renewing decided to step up to full fibre 500.

I was sent a new Eero 6 router, installed it and the service was due to go live 31st October. To date (2/11/24) nothing has changed.

I tried talking with agents via Whatsapp and could not get a resolution to this.

These are some of the replies I received

Thank you for confirming that, I was able to check that the speed for 500 is still in Open committing, that is why you still are experiencing the old speed.

Thank you for waiting on the line, Andy. I have checked and it appears that you have upgraded to Fibre 500 and your activation date was yesterday. However, there was a stock issue, so I need to escalate this for you to resolve. You will be notified within 3-5 working days.

What stock is missing? My fibre connection exists, the router is in place, surely it's just a config issue at your end?

[KeithFrench]

Hi @Andyagc99 

Thanks for confirming everything for me. I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, Full Fibre account number & if possible an alternative contact number. This can be done by clicking on your Avatar picture and then clicking on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

[Andyagc99]

Just the eero 6 pro.

[KeithFrench]

Hi @Andyagc99 

I assume that you are only using the Pro 6 on its own and not with an eero 6 as well? If you use the two together, then you will only get the speeds of the eero 6.

[Andyagc99]

Yes I have received an Eero Pro 6. 

Speedtest from eero app states 150Mbps download, 31Mbps upload.

Doing a speedtest from PC connected by ethernet gives me 150Mbps

[KeithFrench]

You should have been given an eero Pro 6 with FF500, not an eero 6. Please can you confirm this? I assume that you are still seeing 150Mbps within the eero app in the internet section from the Home tab?