WAN IP address

[DanTT]

Hello

I have a problem during setup of my eero pro 6. 

 

 I have tried everything to make it work but all the time the same issue. 
I have upgraded to fibre 500 from fibre 35 and now I don’t have any broadband.
 
I have read that the issue was that customer profile wasn’t updated to fibre and maybe is the same for me. 

Could anyone help me please!

[DanTT]

I have tested it again and it’s still not right. Also a picture of what my account looked like (what it should be) and what is it now. 

[Chris-TalkTalk]

OK thanks 🙂

[DanTT]

I can’t do it right now but I will power cycle everything and retest at 12 and will let you know. 

[Chris-TalkTalk]

Hi Dan,

There was a change made yesterday afternoon to fix the speed issue, but this can take up to 24 hours to take effect. Could you run another speed test and let me know what it is now

Chris

[Chris-TalkTalk]

I'll keep you updated 🙂

[DanTT]

I’m looking forward to it Chris. 

[Chris-TalkTalk]

Hi Dan,

The Future Fibre team are still trying to sort this out, I'll let you know when I receive an update

Chris

[DanTT]

I can’t believe that someone from TalkTalk ran test at 3 pm it was 475download and then switched it back to 75 then changed my package to fibre 65. Nobody was at home so that must have been TalkTalk who ran that test. 

[DanTT]

I can't believe my own eyes.

I just looked on my account on the website and I see fibre 65 instead of fibre 500 like it already was. 

I have asked so many times, I have explained on chat and on the phone. Fibre 65 meant to be until you can fix the problem with fibre 500. 

Can I have fix with the speed of my fibre 500? And fibre 65 to be finally off. Im not going to pay for 2 lines, this is crazy!

I'm scared to call you again...

Can I have someone who can fix it to call me?

[DanTT]

So far something like this on wifi and wired connection. It's only 1/7 of what it should be.

[Chris-TalkTalk]

OK thanks Dan, our Future fibre team are looking onto the speed issue. I'll let you know when I have an update

Chris

[DanTT]

Hi Chris

I have just now switched it all off left it for 30min and after retest it’s still the same.

[Chris-TalkTalk]

Hi Dan,

Just a quick update. My colleague in the Future Fibre team has picked up that the service is now working but the speed is low, he is looking into it now. I'll let you know when I have an update

Chris

[Chris-TalkTalk]

Hi Dan,

Glad to hear it's working now. Could you switch the ONT and router off and leave them off for 30 minutes, then switch back on and retest. Please let us know how you get on

Chris

[DanTT]

Morning

Line is working but the speed is nowhere near what it should be. 1/8 what it actually should be. 

[Anonymous]

Morning,

Our faults colleague advised yesterday that the issue has been identified with Openreach and that changes have been made to resolve this and this should be fully resolved by Friday. The team advised that they will keep checking this and confirm to us once this has been fully resolved.

Thanks

[DanTT]

I didn’t get any update so I went on live chat. A lady over the phone has done all checks and she said that everything is working on their side and they must send an engineer out. 
I have had two engineers at my house and they said everything is how it should be. 
I completely don’t understand this situation. 

Is there even a point for sending 3rd time engineer to my house or is it just another time wasting procedure?

[Chris-TalkTalk]

Hopefully it will be resolved soon

Chris

[DanTT]

Great. Thank you and I can only hope that this time it will be resolved

[Anonymous]

Morning,

Apologies, our team are currently working to resolve this and as soon as they come back to us we will post an update here.

Thanks