Fibre 35 speed

[kev6987]

I was Shell broadband. I signed up to a full contract with Talk Talk when my Shell contract was due to expire.

My problem is the speed. I am getting 15mbps which is quite a bit below the 35mbps advertised.

With Shell I was getting 15mbps off their Technicolour router. Before Shell I was getting 35-40mbps with Vodafone off their router.

Should I have a new router from Talk Talk and not relying on the Shell one? Would it get me closer to the 35mbps? 

I ask because I am certain the Shell router is maxed out at 15mbps. If Talk Talk were to send me a router capable of getting the speed advertised then that would be a pretty easy fix.

[Debbie-TalkTalk]

Hi kev6987

Apologies yes, they will be able to help.

[kev6987]

So even though I am now signed up fully to a new Talk Talk 2 year contract then I have to call the Shell migration team?

Utterly bizarre in all honesty. Thanks for your help anyhow. 

[Debbie-TalkTalk]

Hi @kev6987

Thanks for confirming.

At the moment we can't provide support on the Community for Shell migration customers, however we have been advised that this will change at some point.

To get the help you need please give the dedicated Shell Migration team a call on 0345 172 0088, they'll be able to help.

[kev6987]

Yes Debbie I migrated over from Shell when everyone migrated. I never had long left on my contract so I was in the process of leaving for a competitor. I then received a phone call from talk talk seeing if I would stay. 

Long story short I agreed to stay in the end. I became fully signed up with a new talk talk contract on the 17th September.

[Debbie-TalkTalk]

Hi kev6987

Can I just check, did you migrate over to TalkTalk from Shell?

[kev6987]

Yeah I get they're not guaranteed speeds but the 34mbps is an agreement that you can cancel if not getting the 34mbps with the service not being what you want. 

I would have thought talk talk would go down the talk talk router route to check if that's the problem. I'm still on a Shell router which I have checked and I believe is clocked at a 15mbps max speed. 

Just done the My Connection you mentioned and download speeds were at 12.5mbps and Talk talk couldn't recognise my router when I told it to check router. As I say, at the very least I'd like to check and see if a talk talk router would fix the problem. 

I don't want to leave, I can't be bothered with all the rigmarole. I want to try a few things and see if they work first. As I said in first post I've had great speeds with Vodafone in the last in the same property with the same line.

I'm open to ideas.

[Gliwmaeden2]

The average speed is not your guaranteed minimum, nor the expected speed for the particular line, @kev6987. It's just a general customer average and may have little to do with your line.

 

Your contract information should describe the details, and you should be able to see the minimum guaranteed also in My Connection, when you run a speed test. That may not work with your current router.

You should have received these details at the point of sale.

[kev6987]

Yeah, I stated in the first post I'd signed up fully for a talk talk contract. Done the profile. Cheers for the info. 

[ferguson]

OK, have you actually signed up with TalkTalk directly now? If so, make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that the support team here 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. 

[kev6987]

Yeah but in all honesty Shell didn't guarantee a minimum download speed of 34mbps which is what Talk Talk guarantee at the moment on the fibre 35. Average speed on Fibre 35 is 38mbps so the 35 in Fibre 35 isn't indicative of the speed you will get.

I am not yet a month into the new contract so can assess the situation. To be fair the customer service is abysmal enough on its own. 

[ferguson]

If you were getting 15Mbps with Shell then it seems like nothing has changed. The 35 headline figure is always an "up to" speed and does not necessarily correlate to the maximum that your line can actually support.

Sadly, the support team here are limited in what they can do in relation to former Shell customers at present, so if you want to pursue this further you will need to contact customer services directly and ask specifically for the Shell Migration Team.