OK thanks for trying. I'll log this over to our network team for further investigation. If you don't hear anything over the weekend can you bump the thread on Monday and we'll check for updates
Apologies for the delay.
I've requested an update on this fault from our Network Team and I will post back on this thread as soon as I receive further information.
I don't understand! Before I upgraded to "Super Fast Fibre" I was getting typically 34 Mbps download (against a maximum of 38 Mbps). I am now getting 45 Mbps after the "upgrade". Neither of which suggests a line problem. You are offering to arrange an OpenReach engineer call which potentially will cost me £40. You surely must be able to test the line to my house and hope that you did so. What was the result?
I am just about on the 20 days to change my mind on this upgrade and unless you can deliver on the "guaranteed" minimum speed of 51.6 Mbps (as specified in your order confirmation email) I will have to cancel this order and in all likelihood my Talktalk account.
The speed boost just removes the 40Mbps cap so any line issue that limits your speed but not enough to drop it below 40Mbps wouldn't be noticeable until the speed boost is applied
We need to arrange the engineer to look into why your sync speed is lower than it should be, the line test isn't picking up any issues (please note the potential charge for the Openreach engineer is £65)
So what value your "guarantee" of a minimum guaranteed speed of 51.6 Mbps??? I have this is writing in the order confirmation email.
Why should I have to pay £65 so that you can meet this "guarantee"?
You should meet this cost to deliver on your guarantee.
How do I escalate this?
You probably wouldn't be charged, the reasons why/when you would be charged are outlined in the the help article that I linked too.
Please also see our Complaint Process
Our network team have confirmed that the engineer visit is booked for Thursday 5th PM (13:00-18:00), please let us know how you get on.