topic Switched to new Broadband option but no changes made after more than 2 months but being charged in Broadband

Switched to new Broadband option but no changes made after more than 2 months but being charged

cthistlewood — Wed, 05 Jan 2022 13:41:22 GMT

Hi - Back on the 28th October 2021 I upgraded to the Fibre65 option at your recommendation. However I have not as yet seen any improvement to my connection speeds or received any information regarding my free Amazon gift. I would like this resolved as a matter of urgency - I have now been paying for this upgraded service for over 2 months without actually receiving it. Account No. [removed]. Many Thanks.

Re: Switched to new Broadband option but no changes made after more than 2 months but being charged

Chris-TalkTalk — Wed, 05 Jan 2022 13:40:49 GMT

Hi cthistlewood,

Can you please update your community profile to include your:

Name

Telephone number

Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

Re: Switched to new Broadband option but no changes made after more than 2 months but being charged

cthistlewood — Wed, 05 Jan 2022 13:46:52 GMT

Hi - My profile has been updated as requested - Thanks.

Re: Switched to new Broadband option but no changes made after more than 2 months but being charged

Chris-TalkTalk — Wed, 05 Jan 2022 14:20:02 GMT

OK thanks, I'll take a look at this now

Chris

Re: Switched to new Broadband option but no changes made after more than 2 months but being charged

Chris-TalkTalk — Wed, 05 Jan 2022 14:23:27 GMT

The line test is passing and your router is in sync at 18.8Mbps. How many telephone sockets do you have? Do you have anything connected to your telephone socket(s) in addition to your router and one telephone?

(Regarding the Amazon gift, could you start a thread in the billing section and we'll take a look at this for you)

Chris

Re: Switched to new Broadband option but no changes made after more than 2 months but being charged

cthistlewood — Wed, 05 Jan 2022 14:35:11 GMT

Hi - There has been no changes made to our setup at home - one router - one phone. The issue is that since changing to a faster broadband option I have seen no improvement in download speeds of any kind whatsoever. Surely if nothing else has changed with my setup I would expect to see some improvement?

Re: Switched to new Broadband option but no changes made after more than 2 months but being charged

Chris-TalkTalk — Wed, 05 Jan 2022 14:41:18 GMT

OK thanks, were you given a minimum guaranteed speed when you upgraded to Fibre 65? (When you upgrade to Fibre 65 the 40Mbps cap is removed so if your sync speed isn't reaching 40Mbps before the upgrade then you probably won't see a speed increase following the upgrade)

Chris