Mis -sold 150 Full fibre eero

[lynnpash]

My fibre 65 package with Voip +TV was ending. I phoned TT to discuss my options. Based on what we discussed, I deceided to upgrade to the FF 150 Broadband with VOIP +TV.  My new equipment arrived and I am not happy, only 2 ports on the eero, useless!!!

If I connect as instructured there is no port for my TV. Which is why I stay with TT. After reading many other posts on this subject I think there is mis-selling going on. I made it clear I wanted to keep my existing phone voip and TT TV box service. At no point in the converstaion was I told I would need an ethernet splitter or a second eero.  My old router has 4 ethernet ports, a phone port and a WAN port which connects the openreach box to the router.

I don't even know if the 65 fibre connection to the open reach box can supply me with 150 full fibre. Should an engineer be sent out... I have no idea.

I tried the chat line and kept asking how do I connect my TT TV box? No definertive answer, just going round in circles, so I gave up. Then I came on here only to find the many posts of dis-satisfaction on the subject.

I want to cancel and stay with my Fibre 65 package, which is working fine. Please confirm  and tell me how I can do this. I am not impressed as the sales team are either with-holding information or don't know what they are selling.

[Chris-TalkTalk]

OK 🙂

[lynnpash]

Thanks Chris. I'll make a deceision and return the router or the eero.

[Chris-TalkTalk]

The main advantage of the eero is it's a mesh system so you can add more devices if you are experiencing wifi coverage issues. On the other hand with the old router you won't need to add a switch or use the DVA so you'll have less devices connected requiring fewer electrical sockets

Chris

[lynnpash]

Thanks Chris. I can see this is an option, looking on amazon but I wish I had been told this in the first place, as investigating takes time.

What are the pro's and con's between staying with my old router and using the eero with an ethernet switch box.

Thanks.

[Chris-TalkTalk]

If you need more Ethernet ports then this can easily be resolved by getting an Ethernet switch, but if you don't want to do this then as I've said you can continue to use the old router, it will work fine with your new service and you will get the full speed.

Chris

[lynnpash]

Chris: Thanks : But sorry for any confusion , what does that mean? I am not confused one bit. I know what I told the Sales lady and that was I wanted to keep both my telephone VOIP and TT TV. This is impossible if i or anyone uses an eero. I'm amazed this hasn't been reported before. It only has 2 ports, one to connect to the ONT and the other to connect small black grandsteam VOIP box. How is an eero with only 2 ports any sort of improvement.

The sales team clearly don't know what they are selling. My new contract states FF150 + TV +VOIP + Mobile. (TT stopped my mobile and and transfered me. which is impossible with only 2 ports.

In fact after looking last night at the TT FF promotions is actually states DATA only. Therefore FF150 using an eero and having TT TV and my VOIP phone, that not being possible, should never have been sold to me. The agent should have said you can only have TT TV or VOIP, its not possible to connect more than one device. TT should provide a device or something to be able to connect both my TT TV and VOIP.

You say I can carry on using my old router, but will I have the FF150? I've had an email saying my new service is working, but I have not connected the eero or downloaded the app as I know I cannot connect my TV.

I know people on here try to help, but TT need to make it clear only one device connection is possible with eero.

What do I do now? Who do I contact.?Thanks. 

[Chris-TalkTalk]

Hi lynnpash,

I'm sorry for any confusion. If you prefer you can continue to use the old router, you don't have to use the eero. 

Chris

[ferguson]

Indeed. But not if the upgrade has already taken place? Just coming at it from a different direction.  🙂

[Gliwmaeden2]

The customer has mentioned that they have the phone port on the current router, @ferguson.

[ferguson]

@lynnpash 

Which router do you have currently? Has the upgrade already occurred?

[Gliwmaeden2]

You would need to contact Talktalk directly if you want to renegotiate back to Fibre65, @lynnpash.

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Are you within the cooling off period of the upgrade?