Rip-off fibre upgrade

[Labrat]

Since 8th May, as my Fibre 65 package (which sometimes gave me 80Mbps), had come to an end, I have been paying for the upgrade to the replacement package, which I was told should give me about 180Mbps. I received a new router and an Openreach engineer arrived today to install the new line, for which he had to drill holes to install it in a different position on an outer wall. On switching over to the new service I began getting 14Mbps, peaking a bit later at 23Mbps – almost the same as my upload speed. But my troubles had only just started.

I logged into my TalkTalk account, started a line test and carried out a speed test at the same time. The system logged me out automatically before it had finished. After logging back in I looked for a Helpline phone number. There isn't one. Instead, I resorted to the online Chat – an experience that I've learned to dread.
I thought I was being helpful by supplying my name, my address and my account number. Wrong. "Sorry, I don't understand". Eventually the robot gave up and supposedly transferred me to a real person, who insisted I had to download the TalkTalk app. I hate phone apps and in any case, it didn't seem logical, because after all, what could the app do that the tests in My Account couldn't?

After numerous attempts to get it to email me a code I eventually got into the app. Guess what? It's just My Accound, only on your phone, where everything is far more difficult to type ... as I found out when mis-typing my email address, every time it logged me out. This seems to be about every minute.
Meanwhile, while all this was going on the chat had logged out, so I started the entire process again. Eventually, a message came up telling me that as I hadn't responded for a while they were going to end the chat. Liars. I made sure I downloaded the entire transcript of this second chat (the first and longest one has disappeared into the ether). So how do I now send this transcript to Head Office?
Does taking money under false pretences qualify as fraud? How on earth do I resolve the issue of this rubbish fibre line? It seems impossible. TalkTalk are impossible to contact.

Transcript:

Hi there! I’m Sara, your TalkTalk virtual assistant. Tell me what you’re looking for today, and I’ll guide you from here.
I've been trying to complain about my new phone line but you keep logging me out all the time. I was in the middle of a long chat and now it's just disappeared. I musty have logged back in about six times. It times out far too quickly to get anything done.
You – 17:15
Can you please let me know if you're the account holder?
Sara – 17:15
Yes
Yes
You – 17:15
I understand you're trying to make a complaint about your new phone line. Let me direct you to the right place for assistance.
We take all complaints very seriously and we'll do everything we can to fix the issue you're unhappy with as quickly and effectively as possible.
Could you tell me a little bit more about what makes you unhappy?
Sara – 17:15
The new fibre line and router has just been installed. It is giving me a connection speed as low as 14Mbps. I have been paying for it since 8th May, yet on my account I am being invited to upgrade to the package I should already be on.
You – 17:17
Have you already raised a complaint with us?
Sara – 17:17
Yes
You – 17:17
When you raised your complaint with us, we gave you a reference number, this is usually by text message. Please enter the full number below including the dash and 3 letters.
Sara – 17:17
I was in the middle of a complaint when your system threw me out.
You – 17:18
That’s not the reference we are looking for. Please enter your Complaint Number, which starts with ‘CMP’ followed by six digits (e.g., CMP-123456).
Sara – 17:18
I wasn't given one!!! I was in the middle of a very long chat!
You – 17:18
I don’t recognise that one, let me get you through to an expert.
Before I transfer you, I just need to confirm some details with you to pull up your account.
Can I please have your full name?
Sara – 17:18
Peter Sharpe
You – 17:19
Thanks!

And can you tell me your TalkTalk home telephone number or account number?
Sara – 17:19
07867xxxxxx landline 017xxxxxxxx (I've obscured the numbers for posting)
You – 17:19
Alright, transferring you to an expert who'll help with your issue.
Sara – 17:19
A phone number would be nice, so that I can explain things to a living human being. I'm getting seriously sick to death with this.
You – 17:20
Sorry our wait times are longer than expected. You will be connected to an agent shortly. – 17:21
Info – 17:21
I was told to download the app, yet it's exactly the same as My Account on my PC.
You – 17:22
I have been paying for a promised 180Mbps since 8th May, yet this is what is says on My Account:
"Your upgrade window’s open – dive in

Speed up your Wi-Fi from £29.00 per month. No more lag. No more limits.
Let’s go, before the offer expires.

Increasing to £33.00 from April 2027,

then to £37.00 from April 2028.

24 month contract"
You – 17:23
Apr 29
I can't find Bibre 150 VoIP
You – 10:42
Can you please let me know if you're the account holder?
Sara – 10:42
Fibre 150 VoIP
You – 10:42
Sorry, I need you to select one of the below options.
Can you please let me know if you're the account holder?
Sara – 10:42
Yes
You – 10:42
It seems like you might be experiencing an issue with your internet or home phone service. Let me route you to the right place for assistance.
Here's what I can help with.
Sara – 10:42
No - can't find how to switch to Fibre 150 VoIP
You – 10:43
Perhaps you'll find what you're looking for from the options below.
Sara – 10:43
Fibre 150 VoIP
You – 10:43
Request you to select from the below options:
Sara – 10:43
Fibre 150 VoIP
You – 10:43
Looks like we'll need a helping hand with this one.

I'll connect you to an expert who'll help with your enquiry.
Please stay connected.
Sara – 10:44
You are now connected to a TalkTalk expert. They'll review all of the information you've provided so far and will reply to you within 2-3 minutes. Keep an eye on this window. – 10:46
Info – 10:46
Where is my option to change to Fibre 150 VoIP?
You – 10:46
Thank you for contacting TalkTalk you’re through to Bilal from Technical Support. How can I assist you today?
Bilal – 10:47
Where is my option to change to Fibre 150 VoIP?
You – 10:47
Sorry but this is useless. I was hoping to avoid phoning.
You – 10:48
I apologise for the inconvenience caused to you.

Please allow me a minute to check your account details.
Bilal – 10:49
Thanks for your patience.

I’ve checked your account and can see that you’re currently on the Fibre 65 package. Could you please let me know if you’d like to upgrade your service to Fibre 150 with VoIP?
Bilal – 10:54
Hope we are still connected.
Bilal – 10:58
We haven’t heard from you, so we will keep hold of your conversation for a while. If you need us, please respond back and we will pick-up from where we left off.
Sara – 10:59
Since we've not heard from you for a while, we'll be closing this chat down soon. But you know where we are if you need us. We’d like to thank you for chatting with us today.
Sara – 11:30
Don't you dare!!!
I don't believe you.
I'm already paying for the upgrade, even though I'm not receiving it.
You – 17:27
How do I complain to your Head Office? I want to send them a transcript of this chat.

[KeithFrench]

Hi @Labrat 

Whilst I understand your frustration, such a long post makes this difficult to understand. Please can you confirm a few basics? I assume that you have Full Fibre 150; there is no 180 Mbps service. With Openreach cabling, this should give you 150Mbps down and 30Mbps up, measured with a wired (Ethernet) connection at the ONT (small fibre box inside your property). Which router were you supplied with? Is it the WiFi Hub 3?

You mention speeds of 23Mbps down on a device, which I presume to be connected via WiFi. What device is this (make/model) so that I can look up its WiFi specification to see what is limiting your speed? Where in relation to the ONT is this device located in your property?

Do you have a device with an Ethernet connection that you could connect directly to the ONT in place of the router and do a speed test for me?