topic Re: Migration from shell to fibre 500, Not getting speeds in Full Fibre

Migration from shell to fibre 500, Not getting speeds

Martin0918 — Thu, 25 Jul 2024 17:22:06 GMT

I Migrated from shell a week ago, I was on 205Mb and was told my new package with talk talk was Fibre 500, but I have had no increase in speeds. My speeds are still maxing out at 205Mb.

Re: Migration from shell to fibre 500, Not getting speeds

Chris-TalkTalk — Fri, 26 Jul 2024 06:28:26 GMT

Hi Martin0918,

Could you please add your TalkTalk home telephone number or account number to your community profile and we'll take a look at this for you

Chris

Re: Migration from shell to fibre 500, Not getting speeds

Martin0918 — Fri, 26 Jul 2024 12:17:23 GMT

Thanks, I have added my account number.

Re: Migration from shell to fibre 500, Not getting speeds

KeithFrench — Fri, 26 Jul 2024 12:22:29 GMT

What router are you using?

Re: Migration from shell to fibre 500, Not getting speeds

Karl-TalkTalk — Fri, 26 Jul 2024 12:52:12 GMT

I'm still showing your service set as 200 on or network system, so am making inquiries to see whats happening here.

Will let you know as soon as I find out.

Karl.

Re: Migration from shell to fibre 500, Not getting speeds

Karl-TalkTalk — Fri, 26 Jul 2024 12:57:23 GMT

I've been advised there is an issue / delay with this and our Teams are actively looking at this'

Thanks

Karl.

Re: Migration from shell to fibre 500, Not getting speeds

Martin0918 — Fri, 26 Jul 2024 15:10:52 GMT

Keith it is the shell wifi 6 hub.

Karl, what is the delay, shell used talktalk network so how is there an issue increasing speeds?

Re: Migration from shell to fibre 500, Not getting speeds

KeithFrench — Fri, 26 Jul 2024 15:16:53 GMT

Hmm, sorry but I have never seen that router (being only a TT customer I do not have access to every router). If you log into it, does it allow a speed test? If not, please can you temporarily disconnect it from the ONT & try a wired (Ethernet) device and do a speed test from there. What results do you get?

Re: Migration from shell to fibre 500, Not getting speeds

Martin0918 — Fri, 26 Jul 2024 15:28:29 GMT

Keith I have tried the wired connection directly to the ont after seeing it suggested on another post, it made no difference to the speeds.

Re: Migration from shell to fibre 500, Not getting speeds

KeithFrench — Fri, 26 Jul 2024 15:41:29 GMT

Thanks, but what were the speeds that you got?

Re: Migration from shell to fibre 500, Not getting speeds

Martin0918 — Fri, 26 Jul 2024 16:02:50 GMT

Keith I got 203Mb.

Re: Migration from shell to fibre 500, Not getting speeds

KeithFrench — Fri, 26 Jul 2024 20:55:14 GMT

Hi @Martin0918

Have you tried turning the ONT off for at least 30 mins?

Re: Migration from shell to fibre 500, Not getting speeds

Martin0918 — Sat, 27 Jul 2024 11:08:40 GMT

Keith,

Yeah I turned it off for 30 minutes before I tried the direct connection

Re: Migration from shell to fibre 500, Not getting speeds

Gliwmaeden2 — Sat, 27 Jul 2024 11:19:14 GMT

Other than trying another 30 minute switch off, perhaps Sunday, @Martin0918, wait for staff to get back after the weekend.

Talktalk obviously know about it as Karl referred to an "issue/delay".

Don't try the switch off too many times as that can start getting treated as a fault and speeds may reduce further. It shouldn't be tried more than once in a day.

Staff will be back on here from Monday.

Re: Migration from shell to fibre 500, Not getting speeds

KeithFrench — Sat, 27 Jul 2024 12:01:47 GMT

Hi @Martin0918

You will have to wait for TalkTalk now on Monday, as advised by @Gliwmaeden2. There is nothing more we can do.

Re: Migration from shell to fibre 500, Not getting speeds

Karl-TalkTalk — Mon, 29 Jul 2024 05:54:04 GMT

Hi @Martin0918

I've been advised that there is an issue as the packages that Shell had, where not used by TalkTalk so a little work is needed in the background before you can be upgraded to 500 speeds. I've been advised this will be delivered in September.

You are not being charged any differently of course and the free speed upgrade will be implemented in September automatically.

Thanks

Karl.

Re: Migration from shell to fibre 500, Not getting speeds

luk3du — Thu, 12 Sep 2024 15:08:36 GMT

I have the exact same issue as yourself. Been told numerous things over the phone such as the name of the package has changed but the speed hasn’t, it’ll happen in the next couple of months, and someone who said they’d fix it and call me the next day, but this never happened.

Anyone got an update on this at all? 🙂

thanks!

Re: Migration from shell to fibre 500, Not getting speeds

luk3du — Thu, 12 Sep 2024 15:10:25 GMT

Anyone got an update on this at all? 🙂

thanks!

Re: Migration from shell to fibre 500, Not getting speeds

Karl-TalkTalk — Fri, 13 Sep 2024 07:01:09 GMT

Call 0345 172 0088 and request to speak to the Shell Migrations Team, and they can pick this up for you.

Thanks

Karl.

Re: Migration from shell to fibre 500, Not getting speeds

Martin0918 — Fri, 13 Sep 2024 08:59:20 GMT

I was told there was an issue and would be sorted sometime this month. I am going to give them until the end of the month and if it is still not sorted out I am going to speak to a solicitor to find out if it is a breach of contract.