It is becoming clear from posts in these forums and elsewhere that there is something amiss with the move to Future Fibre/FTTP. I only wish I had done more research before 'upgrading'...
Some background:
- My existing Fibre 65 plan was due to expire, one of the upgrades available to me was FF 150 with Eero 6 router. It was only marginally more expensive than my current plan, so I decided to go with it.
I received an initial confirmation 'Welcome to Future Fibre' email, plus an email about the Eero app, the former just contained my address details and length of contract but no other contract information or documents. The only other communications I have received are text messages to arrange the modem install.
- The first sign something was wrong was when I found a package under a bush in my garden which turned out to contain the Eero router. I had not received any tracking info or dispatch notification.
- The OpenReach engineers arrived on the arranged date and quickly installed the new modem and activated the connection, my Fibre 65 connection ceased working shortly afterwards.
As I was now without an internet connection and had not been provided a go-live date for the FF 150, I contacted TalkTalk support who after much deliberation simply told me to wait 24-48 hours. That time has elapsed and I am still without a connection.
- The TalkTalk account site/dashboard has been updated and currently shows my FF 150 order as in progress with the router due to arrive today, but also logging that the engineers installed the modem on the 30th May...
Additionally, the package is listed as 18 months but the expiry date for my Fibre 65 contract (31/05/2022), this despite the contract being for 24 months. Furthermore, the price is ~£7 pcm more expensive than what was stated when signing-up to FF 150. But because I did not receive any contract details or proper confirmation email there is no record of this.
Finally, there is an undefined fault logged on my account which is still in progress. So, to conclude:
- I am being charged more than the plan I signed-up for, and for a different period of time.
- Throughout the process the only accurate communication I received was to arrange an engineer appointment
- I am 2 days past my go-live date, the new modem is installed and router is delivered, but the order is showing as pending.
- I am unable to connect the Eero router to the internet despite the modem displaying a connection and no LOS
- I am now running off my mobile data hotspot which is not ideal and could be costly depending on how long I am without connection
