topic Re: Upgrading to Data 900 and no speed improvement at all! in Full Fibre

Upgrading to Data 900 and no speed improvement at all!

Starsidgi — Sat, 30 Nov 2024 23:20:58 GMT

Hi I l’ve upgraded from Fibre 75 to Data 900 and my speed stayed the same! After 3 visits from the CityFibre engineer and changing the fibre from the cabinet to my house, because the light was a bit off there was no change. The next day he was booked again and changed the ONT and still no change. And after a couple of days he was booked again just to come and confirm the perfect readings with his CityFibre manager. I was told that there network is spot on and it is the TalkTalk server limiting my service and TalkTalk is telling me that is CityFibre’s fault! Look like no one has e clue where is the problem. What shall I do in this case?

Re: Upgrading to Data 900 and no speed improvement at all!

ferguson — Sat, 30 Nov 2024 23:26:04 GMT

Oh dear! If you would like the support team here to look into this for you make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond. Bear in mind that they won't be back online until Monday.

Re: Upgrading to Data 900 and no speed improvement at all!

Starsidgi — Sat, 30 Nov 2024 23:43:46 GMT

Hi Ferguson sorry my bad. I just updated my details and I’ll be happy to hear what the support team will come up with this time. The problem is I haven’t got too much time, because right now there is a few very attractive offers now for black Friday and I’m very tempted to pull the trigger and check how is the service like from the competitors!

Re: Upgrading to Data 900 and no speed improvement at all!

ferguson — Sat, 30 Nov 2024 23:51:27 GMT

Ha! Fair enough. Do give the team a chance to help though.

Re: Upgrading to Data 900 and no speed improvement at all!

Chris-TalkTalk — Mon, 02 Dec 2024 14:48:27 GMT

Hi Starsidgi,

Looks as though your speed is still the old speed on one of our systems, I'll check with our provisioning team and get back to you

Chris

Re: Upgrading to Data 900 and no speed improvement at all!

Starsidgi — Mon, 02 Dec 2024 15:53:58 GMT

Hi Chris, a couple of hours ago, I spoke to someone from your tech team, and the lady said that according to your system, I have no internet at all! This is very strange because I'm away at a work conference and I can access my security cameras and the EERO from the app. I can even do a speed check and show 74 down and 75 up. Can you please check what's going on and let me know?

Re: Upgrading to Data 900 and no speed improvement at all!

Chris-TalkTalk — Tue, 03 Dec 2024 07:45:17 GMT

Hi Starsidgi,

It is currently showing no connection but the system has updated to show the correct speed. Are you still able to access the internet?

Chris

Re: Upgrading to Data 900 and no speed improvement at all!

Starsidgi — Tue, 03 Dec 2024 07:50:04 GMT

Hi Chris I just checked my CCTV is online and accessible in real time. Also I've run a speed test on the eero and is still the same 74 down and 75 up.

Regards

Re: Upgrading to Data 900 and no speed improvement at all!

Chris-TalkTalk — Tue, 03 Dec 2024 07:53:01 GMT

That's really strange, let me look into it and I'll get back to you

Chris

Re: Upgrading to Data 900 and no speed improvement at all!

Starsidgi — Tue, 03 Dec 2024 08:02:06 GMT

Yes please! You are my last hope to sort this out, because I had enough already and even asked to cancel and leave. The lady on the phone said ok that's fine you can leave and you won't have to pay any cancellation fees because of this mess! And guess what the next day I received an email that I will owe you £117 in fees if I leave!

At that time, I was absolutely mad, and I even managed to catch the last moment of the Vodafone deal and ordered from them just in case it didn't get solved!

Regards

Re: Upgrading to Data 900 and no speed improvement at all!

Chris-TalkTalk — Tue, 03 Dec 2024 08:13:48 GMT

Everything from our side shows that you haven't currently got an Internet connection - which lights are on on your ONT?

Chris

Re: Upgrading to Data 900 and no speed improvement at all!

Starsidgi — Tue, 03 Dec 2024 08:25:19 GMT

I'm not at home at the moment, but last time when I was and talking to the lady on the phone and she said that I should not have internet according to your system, I looked at the ONT and there was 4 green lights!

I'm led to believe that I'm having an internet connection by pure magic right now! What is going on?

Re: Upgrading to Data 900 and no speed improvement at all!

Chris-TalkTalk — Tue, 03 Dec 2024 09:55:20 GMT

Can you confirm that the eero is definitely connected directly to the ONT? Do you have a router connected to the old telephone socket?

Chris

Re: Upgrading to Data 900 and no speed improvement at all!

Starsidgi — Tue, 03 Dec 2024 10:09:26 GMT

Hi Chris, I can confirm that the eero is connected via ethernet lan cable straight to the ONT and the is nothing else connected to the old BT copper not even a landline phone at all!

Regards

Re: Upgrading to Data 900 and no speed improvement at all!

Chris-TalkTalk — Wed, 04 Dec 2024 08:06:01 GMT

Thanks. And you currently have a working internet connection?

Chris

Re: Upgrading to Data 900 and no speed improvement at all!

Starsidgi — Wed, 04 Dec 2024 12:33:37 GMT

Yes, but not the 900mbps as I l’m suppose to be. Everyone from the tech team was telling me that I’m switched already, but it looks like no one has a clue what connection I’m actually having and thanks got at least I do have one!

Re: Upgrading to Data 900 and no speed improvement at all!

Chris-TalkTalk — Thu, 05 Dec 2024 11:01:02 GMT

Hi Starsidgi,

We think we've found the cause of the problem and made changes. Could you switch the ONT off and leave it off for at least 30 minutes, then switch back on and retest

Thanks

Chris

Re: Upgrading to Data 900 and no speed improvement at all!

Anonymous — Tue, 10 Dec 2024 07:45:00 GMT

Hello,

How are you getting on? Did the 30 minute power down work and have your speeds increased?

Thanks

Michelle

Re: Upgrading to Data 900 and no speed improvement at all!

Starsidgi — Tue, 10 Dec 2024 11:46:41 GMT

Hi Michelle,

I'm working away from home and I'll be back on Friday. Then I'll be able to disconnect the ONT and see if there is any change and I will let you know!

Regards

Re: Upgrading to Data 900 and no speed improvement at all!

Anonymous — Tue, 10 Dec 2024 11:48:25 GMT

Morning,

Thanks for the update. No problem 🙂

Michelle