topic Re: Missing promised speed upgrade after migration from shell broadband in Full Fibre

Missing promised speed upgrade after migration from shell broadband

ken0062 — Mon, 07 Oct 2024 11:07:35 GMT

I am coming from shell broadband 200mb full fibre as they were taken over by TalkTalk, after receiving a nice email stating:-

"We’ve moved you on to our Fibre 500 Data Only package, 200Mb/s to 500Mb/s, at no extra cost to you, as our packages are slightly different. The upgrade on the network will happen in September, so your new speed will be available from that point."

This still does not appear to have occurred and speed is still running at 200mb

when is this promised upgrade likely to occur if at all

Re: Missing promised speed upgrade after migration from shell broadband

Chris-TalkTalk — Mon, 07 Oct 2024 11:13:43 GMT

Hi Ken,

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: Missing promised speed upgrade after migration from shell broadband

ken0062 — Mon, 07 Oct 2024 11:19:52 GMT

Updated thanks

Re: Missing promised speed upgrade after migration from shell broadband

Chris-TalkTalk — Mon, 07 Oct 2024 12:51:33 GMT

Thanks for updating your profile. It looks as though the upgrade has partially gone through but not fully. I've been advised that to get the help you need please give the migration team a call on 0345 172 0088, they'll be able to help.

Chris

Re: Missing promised speed upgrade after migration from shell broadband

ken0062 — Wed, 09 Oct 2024 13:55:08 GMT

For info to anyone else in the same situation, after speaking to various customer support teams getting a slightly different answer every time it does not appear that this upgrade is likely to occur with one representative stating that I would get a notification when its available and then have to pay extra for the upgrade, no one really seems to know what is happening.

I would have been fine sticking on 200MB but I don't believe they should have sent out the email making false promises

Re: Missing promised speed upgrade after migration from shell broadband

ken0062 — Fri, 08 Nov 2024 20:32:40 GMT

Just as a update for anyone else in the same situation, just did a speed test and speed has now upgraded to 500Mbps, not sure if this is just after receiving the first direct talk talk billing as no other Emails were received

Re: Missing promised speed upgrade after migration from shell broadband

ferguson — Fri, 08 Nov 2024 20:40:20 GMT

Thanks for the update. It may help other former Shell customers reading this to know that there is light at the end of the tunnel! 🙂

Re: Missing promised speed upgrade after migration from shell broadband

Arne-TalkTalk — Mon, 11 Nov 2024 11:11:51 GMT

Thanks for the update.