topic Re: Upgrading my package. in Broadband

Upgrading my package.

eskijo — Thu, 09 Oct 2025 11:30:49 GMT

Hi I need to upgrade my broadband as my speed is being throttled.

However I can't have full fibre as the homeowner doesn't want it yet.

So fttc is perfect for me.

The problem is that customer services says I can't get fibre at my address which is odd as all the other homes in my street have fibre.

I don't seem to be able to get them to understand my problem.

I hope someone can help.

Re: Upgrading my package.

Mandisa-TT — Thu, 09 Oct 2025 11:45:43 GMT

Hi @eskijo I will look into this for you, please update your profile with your account details to be able to locate your account. Let me know once you have updated your details.

Re: Upgrading my package.

Gliwmaeden2 — Thu, 09 Oct 2025 11:52:18 GMT

@Mandisa-TT, from here, it looks like the profile is complete, and they have had quite a bit of interaction with the community recently.

@eskijo, how did you get on with the new router?

https://community.talktalk.co.uk/t5/Broadband/Connection-router/td-p/3132223#M882835

It seems to have been the second one this year:

https://community.talktalk.co.uk/t5/Broadband/WiFi-speeds-suddenly-drops/td-p/3106039#M879284

But in your threads there is discussion about you being on a legacy package. That means you probably pay too much for your Internet, compared with being in a contract. That's a separate issue from the actual speeds problems.

Re: Upgrading my package.

Mandisa-TT — Thu, 09 Oct 2025 11:50:16 GMT

Thank you so much @Gliwmaeden2 I did managed to locate the account.

Re: Upgrading my package.

eskijo — Thu, 09 Oct 2025 11:59:57 GMT

No change in my service I'm afraid so I need to get an upgrade.

Re: Upgrading my package.

Mandisa-TT — Thu, 09 Oct 2025 12:02:22 GMT

I have gained access to your account, and I understand how frustrating it can be to see fiber available at neighboring homes while your address is still marked as unavailable.

While some houses in your area have access to fiber, our system currently indicates that, at your specific address, fiber is not available. Unfortunately, this means we are unable to upgrade your service to fiber at the moment.

Since we are actively working to expand our fiber network throughout the UK, I recommend staying in touch with customer service for updates about your area.

Re: Upgrading my package.

Gliwmaeden2 — Thu, 09 Oct 2025 12:04:00 GMT

@Mandisa-TT, despite Full Fibre being available for @eskijo, they don't think the home owner wants it.

If Fibre to the Cabinet is available, @eskijo, there's still a copper line to the house, so it depends exactly where the problem lies.

Other people's FTTC connections may not be through Talktalk, so there's no guarantee of its availability just because others have it in the street. There's always been a limit on what's available depending on each ISP's allocation.

[Crossposted with your replies, @Mandisa-TT ! 😊]

Re: Upgrading my package.

eskijo — Thu, 09 Oct 2025 12:02:48 GMT

I don't know how to upgrade my account on here.

However I need help to get either fttc preferably.

Re: Upgrading my package.

Mandisa-TT — Thu, 09 Oct 2025 12:05:25 GMT

Yes, at the moment as TalkTalk we are unable to upgrade you to FTTC as it is not available, you are on our legacy package and the offer that is available at the moment is Fast broadband.

Re: Upgrading my package.

eskijo — Thu, 09 Oct 2025 12:10:20 GMT

The fibre connection is literally outside our front door, this is so strange I think im going to have to leave your company.

As all the other companies say I can have fibre...

It's very odd.

Re: Upgrading my package.

Mandisa-TT — Thu, 09 Oct 2025 12:19:54 GMT

I completely understand your frustration. It’s certainly perplexing that fiber is so close yet not available for your specific address, if you are having speed issue and getting below your guaranteed speed, we can run checks on your line.

Re: Upgrading my package.

Gliwmaeden2 — Thu, 09 Oct 2025 12:23:49 GMT

@eskijo, if you are on a legacy package, out of contract, you need to give Talktalk 30 days' notice for leaving, or until you go live with a new company through One Touch Switch [note, it's only really straightforward if you go to another Openreach serviced company. For Vodafone with Cityfibre, or Virgin, you will need to notify Talktalk yourself. See the details in this link: https://help-centre.talktalk.co.uk/Manage_account/Leave_TalkTalk/Cancel_your_TalkTalk_service]

Any problems with the copper line will stay with you, so you need to establish where that is happening. The line from the cabinet to your house would still be copper, so FTTC only resolves the issue from the exchange to the cabinet.

Re: Upgrading my package.

eskijo — Thu, 09 Oct 2025 12:24:11 GMT

I was getting 10mbps now I'm getting 5.1 mbps, so unless my speed can be fixed I'm going to have to move to another Internet provider.

Re: Upgrading my package.

Mandisa-TT — Thu, 09 Oct 2025 12:27:00 GMT

I understand, I will be able to run checks on your line, are you at home to be able to proceed?

Re: Upgrading my package.

eskijo — Thu, 09 Oct 2025 12:30:00 GMT

Yes please

And thank you.

Re: Upgrading my package.

eskijo — Thu, 09 Oct 2025 12:31:13 GMT

Thanks for your help.

My head is spinning with it all.

Re: Upgrading my package.

Mandisa-TT — Thu, 09 Oct 2025 12:34:12 GMT

I’m really sorry to hear that you’re feeling overwhelmed by this situation. I will run checks on your line. Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

Re: Upgrading my package.

eskijo — Thu, 09 Oct 2025 12:35:56 GMT

Is full fibre available at my address I could try to persuade the home owner to have full fibre.🙏

I'm just trying to make sense of it all.

Re: Upgrading my package.

Mandisa-TT — Thu, 09 Oct 2025 12:39:46 GMT

I understand, before I run checks on your line, do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

Re: Upgrading my package.

eskijo — Thu, 09 Oct 2025 12:39:54 GMT

No nothing like that just phone.

Thanks for your help.

I just think I'm going to have to try to persuade the home owner to get full fibre.

Still hope you can help.