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?

[Chris-TalkTalk]

Hi Andy,

I'm glad to hear that it's now working, apologies for  the delay

Regarding auto compensation, this only covers delays in start of service that result in you being left with no service, I'm sorry but it doesn't apply to delays in package changes - About your auto compensation credit - TalkTalk Help & Support 

Chris

[Andyagc99]

Hi Chris,

Just got home, Had an email telling me that my "full fibre is live" and on doing a speed test from the pc and the eero router I can confirm that my fibre has now moved up to 500Mb at last.

So thank you for your efforts in getting this resolved. 

Now as I understand from the Ofcom web page when there is a delay with the start of service I am entitled to receive compensation for the delay in the order of £6.10 for each calendar day of delay including the start day which should have been the 31st October.

Will this be as a credit to my account or a refund to my bank.

Best regards

Andy

[Chris-TalkTalk]

OK thanks. There are no further updates on the ticket, just showing order complete, I'll ask our Provisioning team to take a look.

Chris

[Andyagc99]

Tried to upload screenshot, having a problem using phone.

[Andyagc99]

Hi Chris, just checked the eero router and it's showing 151Mb down, 71 up

[Chris-TalkTalk]

Hi Andy,

Just checked again and order is now showing complete, has the speed changed at your end?

Chris

[Chris-TalkTalk]

Hi Andy,

I've just checked again and no further updates. I'll check again on Friday

Chris

[Andyagc99]

Hi Chris, do you have an update on this please?

[Chris-TalkTalk]

I'm sorry for the delay. I don't know why this has happened, hopefully Openreach will be able to sort it out. They've asked us to check back on the 11th but there's a possibility that it will be resolved before then

Chris

[Andyagc99]

Thank you for the update, disappointedly though.     

I really don't  understand how this happens, you must have this situation occur multiple times daily, people renewing contracts, upgrading etc etc.  Your system gave the "go live" date so how is it that i got "Stuck" and now the new order suffering the same with Openreach. 

So now I have may have to wait until the 11th Nov for the completion, nearly two weeks late.

[Chris-TalkTalk]

Hi Andy,

OK, the original order was stuck on our systems so a new order was placed that should have gone live today but the new order appears to be stuck on Openreach systems. I've spoken to an Openeach desk agent, they have escalated this to progress the order. They've asked us to check back on the 11th. I'm sorry for the delay but hopefully you wont have much longer to wait for the upgrade

Chris

[Chris-TalkTalk]

Hi Andy,

The order for Fibre 500 is just showing 'processing' so I'll check with our provisioning team to see if they know what is going on

Chris

[ricksmith]

According to the eero website an eero 6 can handle 900mbps

[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?