topic Re: Free switch to FTTP but cant upgrade in Full Fibre

Free switch to FTTP but cant upgrade

Strokkur — Fri, 10 Feb 2023 18:01:32 GMT

We were switched to FTTP (Cityfibre) FoC but now can't upgrade the faster speeds due to a 'problem' between TalkTalk and Cityfibre. Call centre has been pretty vague about the issue. Is this a real thing and when will it be fixed?

Re: Free switch to FTTP but cant upgrade

Arne-TalkTalk — Mon, 13 Feb 2023 11:02:54 GMT

Hi Strokkur

Regrades with city fibre can only be done by ceasing the service and reordering the higher speed , this will unfortunately mean a loss of service while the new order is processed.

Sorry.

Re: Free switch to FTTP but cant upgrade

Strokkur — Mon, 13 Feb 2023 11:42:01 GMT

Thanks for responding.

Seems a bit of an amateurish service.

Is loss of service a few hours, a day, days?

Re: Free switch to FTTP but cant upgrade

Arne-TalkTalk — Mon, 13 Feb 2023 12:27:15 GMT

Sadly its days, it appears city fibre use different processes to openreach where the profile has to enabled manually, there is an ongoing discussion to try to simplify this.

Re: Free switch to FTTP but cant upgrade

Strokkur — Wed, 10 May 2023 21:17:02 GMT

Has this situation changed at all? We are now 3 months later

Re: Free switch to FTTP but cant upgrade

Gliwmaeden2 — Wed, 10 May 2023 22:34:37 GMT

Recently I have seen the same advice being given out, @Strokkur.

I'll re-escalate this thread for you, for staff to give you the latest on this.

Re: Free switch to FTTP but cant upgrade

Arne-TalkTalk — Thu, 11 May 2023 08:39:50 GMT

No change I'm afraid regrades on City Fibre still require a cease and re-provide.

Re: Free switch to FTTP but cant upgrade

Strokkur — Tue, 16 May 2023 13:34:51 GMT

Is there any actual move to fix this? It is a huge omission in the service and quite frankly tells me I should probably look at alternatives having been with TalkTalk for years.

Re: Free switch to FTTP but cant upgrade

Arne-TalkTalk — Thu, 18 May 2023 13:06:09 GMT

Its down to city fibre, im sure that they are aware of this and will be working towards a solution.