Still waiting for engineer date for upgrade

[mucusreactor]

Hi,

I ordered an upgrade to Fibre 65 on 3rd November and received notification of upgrade shortly afterwards. The confirmation says that an e-mail would soon be sent, notifying me of an engineer appointment and details of new equipment delivery. It is now almost two weeks on and I have received no such e-mail.

My package says it is upgraded to Fibre 65 and when I run a speed test it shows the results are poor. Could a community star look into this for me and get my actual upgrade kick started?

Thanks

[Michelle-TalkTalk]

Hi rachin99,

As advised, please can you create your own topic and we'd be happy to look into this for you.

Thanks

Michelle

[Gliwmaeden2]

It's difficult to tell from your post what you are talking about, @rachin99, but if you need support from staff, start your own topic and complete your community forum profile details.

They will reply during the week. 

[Chris-TalkTalk]

Yes, it was probably just a generic email, apologies for any confusion and thanks for your feedback

Chris

[mucusreactor]

Hi Chris,

I cannot connect my PC to the router because I don't have a lead to do it with.

I have checked the Wi-fi connection speed to my mobile phone this morning and that shows its status as good. So, your suggestion of disconnecting the router for a period did increase the speed to the router, and therefore the lesser speed to my PC cannot be a fault or deficiency on the router - it must be a problem with my PC.

I am still very confused as to why I was informed I would receive an e-mail regarding an engineer date and new equipment details. I can only assume that this is a stock message that is sent to everyone at the point of ordering an upgrade, regardless as to whether it is relevant or not. If so, it's a detail Talk Talk should look at improving because I cannot be the only one being given the wrong impression.

Thank you for your help,

Alan

[Chris-TalkTalk]

Hi Alan,

Thanks for trying that. The router that you have should be fine with your current service, and an engineer visit to your home wouldn't be required to upgrade from your previous service to Fibre 65.

Do you experience low speeds on devices connected to your router by both Ethernet cable and wifi?

Chris

[mucusreactor]

Thank you for the reply.

My PC communicates with the router via wi-fi, as does our TV and mobile phones etc.

Alan

[Gliwmaeden2]

Staff will be back during the day to follow up. 

It will be helpful to know whether the device is connected to the router via ethernet or Wi-fi. 

[mucusreactor]

Router unplugged from the wall as requested for almost 2 hours. Now when I test the speed my router is good at 48 mbps, however, the speed status from my router to my device is poor. 

It is my belief that I was informed an engineer appointment and new device details would be e mailed to me because it is highly likely my several-years-old router needs to be replaced. If this is so, please help spur this appointment, as I have been waiting two weeks for it.

Thanks,

Alan

[Chris-TalkTalk]

No problem Alan, please let us know how you get on

Chris

[mucusreactor]

OK, I will unplug the router around 4.30 pm for about an hour today. Thank you for the quick reply.

Alan

[Chris-TalkTalk]

Hi mucusreactor,

Could you switch your router off and leave it off for at least 30 minutes, then switch back on and retest Please let us know how you get on

Chris