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New service/account query

adbailey18
First Timer
Message 12 of 12

Hello all,

 

I recently went active with Fibre 500.  I've been trying to get help via TalkTalk but no one can find any details for me.

 

I have never been sent anything to create an online account etc.

 

I need to check whether the router I have been supplied with is correct, and also request that WiFi Optimisation is turned off.

 

Any help would be greatly appreciated!

 

Cheers

 

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11 REPLIES 11

Message 1 of 12

I should be able to check if wifi optimisation is switched off if you could PM me with the serial number of the router


Chris

Message 2 of 12

It's with Freedom Fibre, so not on Openreach, if that is correct then understandable.

 

Still need access to my account though, it's bizarre that no one has been able to locate anything even though I'm live now.

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ferguson
Community Star
Message 3 of 12

Is the service via Openreach, or another network? The eero is only supplied on Openreach connections as far as I am aware.

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Message 4 of 12

Hi Chris.

 

No, I've had nothing!

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Message 5 of 12

OK thanks. Just to confirm, do you have an order number?

Chris

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Message 6 of 12

New customer, I've had no information sent to me since placing the order over the phone.

 

Only comms I had was a SMS to advise my engineer appointment.

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Message 7 of 12

Hi,

 

Are you a new customer or was this an upgrade of your service to FTTP?

 

Thanks

 

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Message 8 of 12

It does work, but is the performance better on the Eeros?

 

Appreciate the link, however I have tried all methods of contact and they can't help as they can't find an account for me!  I've never been sent anything since placing the order weeks ago.

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Message 9 of 12

Hi,

 

Thanks for confirming. The Sagemcom wifi hub is compatible with Future Fibre/FTTP. I'd recommend Live Chatting our Future Fibre Team directly as they will be able to look into this further for you. I've included a Help Guide below which has a link to the Live Chat team at the very bottom of the page.

 

Guide to Future Fibre and FTTP | TalkTalk

 

Thanks

 

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adbailey18
First Timer
Message 10 of 12

Hi, thanks for the quick reply.

 

I went live last Thursday, the router is a Sagemcom Fast 5364.

 

From what I can see online the Fibre 500 should be supplied with an Eeros Pro?

 

Cheers

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Michelle-TalkTalk
Support Team
Message 11 of 12

Hello,

 

Was this an upgrade or a new installation? Which router are you using? (make and model) When did you go live?

 

Thanks

 

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