Upgrade from Fibre 35 to 65 Speed Issues

[madsainty]

I wrote about an issue I have with my package being updated but there has been no increase in speeds on my line. I was chatting by message to a Support rep yesterday but they seemed to disappear and I have heard nothing more about my query. I was looking for the 'live chat' option on the account page but it doesn't seem to be there, could a member of the support team please reply to me here so I can get an update. 

Many thanks

[Gliwmaeden2]

@Billx, it's not really a duplicate other than in the headline topic.

The customer was concerned that they couldn't access Chat this time, and I replied to that back in post 13, so there's no need for you to duplicate that information. 

The customer is hoping to be able to revert to their previous package, if the speeds they are currently paying for are not available on their line. That's something that needs to be dealt with by phone / Chat support. 

The previous thread was more about the actual speeds available, so that is why further response had been expected on the old thread.

[siphosethu-TT]

Hi there @madsainty, I take it you are currently at home. Thanks

[Billx]

I notice this is a duplicate thread of, https://community.talktalk.co.uk/t5/Fibre/Upgraded-from-Fibre-35-to-Fibre-65-no-increase-in-speed/m-...

That thread started only on 1/6/2025.

It seems the staff here, were not able to resolve it.

So, yes @madsainty , you need to phone someone else at TalkTalk at 03451720088

or chat to someone else at TalkTalk at https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529, clicking the blue 'Chat now' button.

Bill

[Gliwmaeden2]

@madsainty, you don't even have to be logged into My Account to use Live Chat. It's in the link I sent you in my first reply. 

[siphosethu-TT]

At the bottom it will ask if you want to speak to someone, simply click yes and it will direct you to live chat. Thanks

[madsainty]

I have no live chat button showing on my account page, it says its at the top, one doesn't appear.

[Gliwmaeden2]

@madsainty, you need to call or use Chat:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

If you are not within your cooling off period, this will be difficult to negotiate, but it's not something that can be done through staff on the forum. 

[madsainty]

This is the 'offer'This is the 2x speed increase...This is my neighbour on the same plan!

[madsainty]

I have had speed test done, and raise a line fault, the speed is what it is, clearly its not going to improve, my issue therefore is why am I paying for something Talk Talk don't seem to be able to supply. 

[madsainty]

So how do I revert back to Fibre 35, stop paying the extra £3 a month and just have the service I had before?

[siphosethu-TT]

I can run a speed test with you, but please understand that there's not much I can do if it's outside our hands. Thanks

[siphosethu-TT]

Please understand we can offer you certain speeds but depending on the area you are living in that might be altered, which is why sometimes customers have to boost they services. Thanks

[madsainty]

Ok, So if TalkTalk know they cannot provide a faster service why was I offered it and moved to the new package and now paying more per month for what I had and what you are now saying is the best I can get?

[siphosethu-TT]

Okay so I've investigated and think this must be due to many factors per say, for example the distance from the exchange to your house and the traffic to your house also plays a role. Basically, this is what we can provide in the postcode you in I'm really sorry. I can provide a link on how to improve your speeds, just click below. Thanks

Boosting your Wi-Fi performance

Fix slow broadband speeds

[siphosethu-TT]

Please bare with me as I check you guaranteed speeds. Thanks

[madsainty]

Hello, Its not slow speeds, its the fact I have upgraded to Fibre 65 as of the 27th May and the speed to my router has gone from 28Mbps to 30Mbps and seems to have stopped at that. I was led to believe it should be a lot more than that on Fibre 65, neighbours with TalkTalk on Fibre 65 are getting 40-55Mbps on their lines. The speed I am getting just now is almost the same as I got on Fibre 35 but now I am paying an extra £3 a month. Yesterday I was told that 29Mbs was about right...that surely cannot be correct given the literature on the Talk Talk site for Fibre 65 promises more. 

[siphosethu-TT]

Hi there @madsainty, to confirm on my understanding of the issue.  Are you having issues with slow speeds? 

[KeithFrench]

If you log into your router, what speeds does it show in the Internet section of the initial dashboard? This will determine if the speed has actually been increased.