Upgrading my package.

[eskijo]

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.

[Mandisa-TT]

Thank you for confirming, A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 6 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

[eskijo]

Everywhere just the speed has been strangled.

[Mandisa-TT]

Thank you, Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

[eskijo]

Yes we can thank you 

[Mandisa-TT]

Thank you for confirming, Will the you(and anyone who lives with you) be able to contact emergency services while your services remain impacted?

[eskijo]

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.

[Mandisa-TT]

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.

[eskijo]

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.

[Mandisa-TT]

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.

[eskijo]

Thanks for your help.

My head is spinning with it all.

[eskijo]

Yes please 

And thank you.

[Mandisa-TT]

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

[eskijo]

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.

[Gliwmaeden2]

@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. 

[Mandisa-TT]

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.

[eskijo]

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.

[Mandisa-TT]

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. 

[eskijo]

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

However I need help to get either fttc preferably.

[Gliwmaeden2]

@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 ! 😊]

[Mandisa-TT]

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.