Full fibre 65

[silverbird63]

Hi we have upgraded to full fibre 65 with voip from fibre 65. We go live on 06th September 23, not received new router yet.

Please help CEO.

Thank you

[silverbird63]

Thanks Chris for the explanation but we were never told this we were told we were just getting a better speed say 70 instead of 50.  Is this right.

Thanks

[ferguson]

Aw, don't be worried. The process is relatively painless. The engineer should arrange a spot for the internal unit which is convenient for you, as long as it is within easy reach of where the fibre cable reaches your home. Have a look at this for an overview:

https://community.talktalk.co.uk/t5/Articles/How-Full-Fibre-is-installed/ta-p/2555166

[silverbird63]

The person that got us to upgrade from ordinary full fibre 65 to this extra boosted one that will be faster he said.

Getting worried now. Thank goodness the phone calls a recorded. 

Thank Chris

[ferguson]

Who told you that? They do need to come inside to install the ONT (Optical Network Terminal) which then connects on to your router. The worst that can happen is that you may be unable to use your phone for a day. 

[silverbird63]

We were told everything would be done outside, and the landline phone would plug into the router. This isn't very good, is it.

Thanks

[Chris-TalkTalk]

Hi silverbird63,

If the router doesn't arrive tomorrow then the engineer will set up your service with your existing router. The router should arrive tomorrow but if it doesn't we will have to raise it as an escalation in which case you would usually receive the router the following day

Chris

[silverbird63]

Hi Chris

Back home. Still no sign. What is the contingency  plan for tomorrow when the engineer comes out and there's no router?

Thanks

[Chris-TalkTalk]

There's no reason to sit in all day today, I'll just update the thread when I have any more information

Chris

[silverbird63]

Ok but we cannot sit in all day we have an appointment. Nothing so far from TT.

Cheers Chris

[Chris-TalkTalk]

No problem, I'll check again later to see if the order is progressing

Chris

[silverbird63]

Thanks Chris 

We have the engineer coming tomorrow. We were told the 6th September 23 between 8 and 1. That was on 22nd August. Although we haven't received a verification email. We feel a bit lost a d worried. We have been customers since 2007,, hopefully that holds some value 

Thank you again

Thanks

[Chris-TalkTalk]

Hi silverbird63,

The order for the router has been created, I'll check later to see if it's progressed.

Chris

[silverbird63]

Just the ordinary router for full fibre. Not the VoIP one.

Thanks

[ferguson]

Which router do you have presently? It will be quicker to chase this if you contact customer services directly.