Upgrade to Fibre 500 VOIP and WiFi Hub 3

[Elgin19]

My Fibre 150 VOIP connection is due to renew soon, but am looking to upgrade to Fibre 500 VOIP.

I have some questions below that hopefully one of you can answer.

I currently have Eero 6 running in Bridge Mode / Legacy Mode linked to a TP Link router (wifi off) to provide ethernet ports to link Cat 6 cable to office and cable to Digital Voice Adapter.

Q1 : Am I likely to be supplied with the latest WiFi Hub 3 with green phone socket when I renew/upgrade to Fibre 500 VOIP?
If so this means I can do away with the extra TP Link router as Hub 3 has ethernet ports.

Q2 : If I change to WiFi Hub 3 with green phone socket, does this do away with the need for Digital Voice Adapter as the phone plugs into the hub?

Q3 : What model of Sagemcom is the latest WiFi Hub 3 with green phone socket, ( is it FAST 5359 or 5364 or something else ) I would like to get a link to the full user manual for this item. Have emailed Sagemcom but no response.

Thank you in advance.

[nambuso-TT]

Hi there 

Thanks for supporting and looking at the previous thread, we did provide the customer with the relevant full fibre number to call.

[KeithFrench]

Hi @Elgin19 

Then you'll have to contact the Full Fibre Helpdesk. I think I gave you those details previously?

[Elgin19]

My 500 VOIP went live last Monday 8th December.

[KeithFrench]

When does the upgrade go live? It is normally sent out about a day before then.

[Elgin19]

Hello - Renewed and upgraded to Fibre 500 VOIP last Friday 5th December. Still waiting for the WiFi Hub 3 with green phone socket.

1 week on no email advising of dispatch yet. How long does it take before it is sent?

[Mandisa-TT]

Hi @Elgin19 Thank you for your message!

Both numbers you received are TalkTalk. Here’s a bit of guidance:

0800 781 4313: This line is typically for general inquiries and assistance regarding your account and various options.

0345 172 0088: This number is more specific for discussing upgrades which is a customer services number, including options for Fibre 500 VOIP and requests for the WiFi Hub 3.

For your needs regarding upgrading to Fibre 500 VOIP and requesting the new hub, I recommend calling 0345 172 0088. They should be able to assist you directly with your inquiries related to Fibre 500.

[Elgin19]

Hi - thanks to all of you for help and advice so far.

Coincidentally I just received an email from TT telling me I need to renew etc.

Then it gives me two different numbers to call

 If you'd like to discuss any of the options below please give us a call on 0800 781 4313.

After that it gives me a costs for 150 voip renewal or upgrade to 500 voip

To discuss this option, please call us on 0345 172 0088.

Which of these is based in the UK and which is the best to call to upgrade to Fibre 500 VOIP and request a WiFi hub 3 with phone socket? What are these two different departments.

[Mandisa-TT]

Thank you so much @KeithFrench much appreciated. 

[KeithFrench]

Hi @Elgin19 

I am just about to send you a PM.

[Mandisa-TT]

I completely understand, @KeithFrench will be able to advise if they will be able to assist you. Or alternatively you will need to contact our Full Fibre Team and they will be able to assist you further with your query. 

[Elgin19]

For what it's worth - the link for manual for 5364 links to a camera and the link for the 5359 does not do anything.

Spent a couple of hours trawling the web but no manual for fast 5359 found.

[amahle-TT]

Okay @Billx 

[Billx]

Obviously @amahle-TT , I hadn't seen your corrected version/

[Billx]

Hi, @KeithFrench 

That is exactly what I said,, that for FF500 one would be provided with a Fast 5359, just as you had said.

But @amahle-TT  had said that one would be provided with a Fast 5394, which was incorrect.

I note now, that @amahle-TT has corrected her original comment.

Thanks @KeithFrench 

[amahle-TT]

Thank you, @KeithFrench, for your insights. Elgin19, I recommend reviewing the information shared by Keith.

If you have any further questions, please do not hesitate to reach out. Thank you!

[KeithFrench]

Hi @Billx 

I am afraid you are wrong. The Sagemcom FAST 5364 (Wi-Fi Hub 1) has never been provided for FF500. Previously, the eero Pro 6, not the eero 6, has been supplied with FF500. It is now the Wi-Fi Hub 3 (Sagemcom FAST5359) as per my previous post.

[amahle-TT]

@Billx it was corrected after Keith clarified, do you have anything to add?

[Billx]

Hi, @amahle-TT 

'1. Likely Sagemcom FAST 5364 or Amazon eero 6 will be provided.'

That was incorrect, @amahle-TT .

as @KeithFrench has clarified.

[amahle-TT]

Thank you @KeithFrench

[KeithFrench]

Hi @Elgin19 

In answer to your questions:-

1. The Wi-Fi Hub 3 is the current router supplied with all Full Fibre packages from FF150 up, so yes, you should be supplied with one.
2. The Wi-Fi Hub 3 has a built-in DVA, so you just plug your landline phone into the Phone port on the back, just like the Wi-Fi Hub 2 before it. However, you may have to wait for its firmware to update to V4A00 before this works. It should update within a few minutes of being connected OK.
3. Its model number is the Sagemcom FAST5359. 

It is also fully compatible with the Sagemcom FAST266 Wi-Fi booster, which combines with the 5359 to form a Wi-Fi 6 mesh, should you require it. From my personal experience, though, the Wi-Fi coverage is a bit better than the eero 6, but every property can be different.