on 19-02-2020 12:52 PM
Hi, wonder if anyone can help here, ive been going round in circles with the chat support & i have tried to call tech support but when i get to the right option on the phone i get disconnected. I renewed my contract last week to superfast from normal speed fibre and it was supposed to be activated. So there has been absolutaley nochange, ive had the superfast boost before and i immediately went up to 68Mbps yet this time no change has happened, i know its not been upgraded as i can see the stats on the router & all my speed tests are same as before on the 40Mbps service, i get a rock solid 38Mbps. The tech ppl on the chat just keep making me do the same tests at home but i can see its not been upgraded from the exchange, the superfast service gives an upload of 20Mbps, Im still on 10Mbps which clearly shows it hasnt been upgraded but yet the tech ppl on the chat dont seem to understand this, i know it can go faster as ive had the boost before. Please Help, thank you
19-02-2020 12:58 PM - edited 19-02-2020 12:59 PM
It's possible that the switch to Superfast hasn't happened due to a technical glitch. But also that the router is holding onto the former connection speed.
Just power off the router for 30 minutes and that will ensure you get a new fibre connection session started when you repower and the router negotiates with the DSLAM equipment in the street cabinet.
This topic is escalated to the TalkTalk Community Support team so they'll take a look for you behind the scenes.
on 19-02-2020 01:17 PM
on 19-02-2020 01:28 PM
Hi, Thank you for the reply, just checked the account and it does say im on the faster fibre, i did get an email last week stating my order & and faster fibre with fibre speed boost
on 20-02-2020 07:35 AM
There appears to have been a problem with the way the speed boost has been applied, I've hopefully resolved this now so you should see the speed boost take effect within 24 hours
on 21-02-2020 07:06 AM
on 22-02-2020 11:24 AM
Hi, Ok there has been a change, it seems to have been activated, i can see as the upload rate has doubled but for some strange reason no increase in speed, dowloads are same as on the $0Mbps connection, no increase, i have had the boost before as it went to 68Mbps, i should get faster as im near the cabinet & cabinet is not far from the exchange, Im getting 36-37 Mbps same as before ?
Thanksfor any help
on 24-02-2020 08:33 AM
on 24-02-2020 12:59 PM
Hi, Thanks for the reply, yes getting same speed result on all devices, using a laptop, plugged in to router direct (lan cable) adding screenshots of results, the 2nd shot shows results of when i had the superfast boost before, the download is still the same as the 40Mbps, in fact slightly slower.
Tried router of for a few hours too.
on 24-02-2020 01:09 PM
on 25-02-2020 07:22 AM
on 26-02-2020 10:44 AM
Just wondering if the connection could maybe be tweeked a bit to get a little more speed, im getting a respectable & 60Mbps but did get nearly 70 last time, i have a pretty stable line, the recent drops are just me switching the router on & off to try to lock onto the higher speed.
on 27-02-2020 09:19 AM
I can see that your current sync speed 61.5Mbps. I'm sorry but we have no direct control over your connection speed but if your connection remains stable with a low error count it's possible that DLM could move you to a profile that will give a slightly faster speed
on 04-03-2020 03:44 PM
We are unable to reset DLM for fibre lines.
DLM will react to errors and the stability of your line and choose a speed that will provide the best connection.
You can power off the router for 30 minutes to start a new active session, then leave the router on at all ties to see if DLM will raise the profile however as the current speed is within expected values we cannot guarantee this will happen.
Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.
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