New service - syncing at 40mbps only

[Biohead]

I have recently moved house and been able to rejoin Talktalk.

My contract documents all state that my package includes the Fibre Speed Boost free for 18 months - it's my understanding this will take my speeds from 40mbps upto 80mbps (or the max my line will allow in my case).

The service went live yesterday, and the Wifi Hub is showing the sync speed as being 40mbps (down) - despite the attainable being 60mbps down. Similarly the up sync speed is showing as exactly 10mbps.

Could you confirm that the Fibre Speed Boost is active on my account, and should allow me to get closer to my 60mbps attainable speeds?

Thanks

[Divsec]

Hi biohead, welcome back. Your post has been flagged for assistance and you should hear during the day.

[OCE_Arne]

Hi @Biohead

I will look into this for you and get back to you. 

Regards

[OCE_Arne]

Hi Biohead

There is a system issue at our side which is stopping the boost activating, So I've reported this to the team responsible.

I will let you know when they reply.

[Biohead]

Hi OCE Team,

Is there any update on this?
I briefly connected up a different VDSL modem last night in order to gather some line stats - this confirmed the line itself is good for speeds above 40mbps.

Thanks

[OCE_Arne]

Hi Biohead

Sorry I havn't had a response yet,  I will request an Update and let you know when they reply. 

[Biohead]

Hi Arne,

I'm guessing there's been no response as yet?

Would it be possible to arrange some sort of bill credit whilst this is outstanding - hopefully to spur the relevant team on?

Thanks

[OCE_Arne]

Hi Biohead

Sorry no response,  I am going to pass this to our CEO office who hopefully will be able to sort this out. 

[dgsection]

This may sound dumb, but you have power cycled your router?

Turn the router off for a minimum of 30 mins, then power it up, this needs to be done to allow the DLM to apply the boost

[Biohead]

Yep, I have done the occasional reboot but to nought. I'm avoiding doing it too often to prevent DLM kicking in.

It's definitely a profile issue, as the boost isn't showing in my account and the broadband is capped at exactly 39999kbps every time it tries to establish a connection.

[OCE_Debbie]

Hi Biohead

Have you been contacted by a Complaints Manager from our CEO's Office?

Thanks

Debbie

[Biohead]

HI Debbie,

No I have not yet had any contact from the CEO Office.

Thanks

[OCE_Debbie]

Hi Biohead

Thanks for your reply.

If you don't receive a call today then please let us know and we will chase for an update.

Debbie