Upgraded from Fibre 35 to Fibre 65, no increase in speed

[madsainty]

I upgraded my account from Fibre 35 to Fibre 65 upon receipt of an email saying the new speed was available now in my area, got a confirmation email to say the order was accepted, and on my online account the Fibre 65 is now showing as being my package since the 27th of May but there has been no increase in my speeds since. I know it takes a few days to sort out the line etc but I would have thought an increase would have happened to at least a new minimum speed and then they settle the connection, can anyone advise. I am 82 and have difficulty hearing on the phone so trying to call and speak to someone is problematic. Thank you

[madsainty]

Yes, my son is here and has a mobile 

[amahle-TT]

Will you (and anyone who lives with you) be able to contact emergency services while your services remain impacted?

[madsainty]

No, nothing like that 

[amahle-TT]

Thank you, do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

[madsainty]

Hello, 

Yes I am messaging from home

Thank you

[amahle-TT]

Hi there @madsainty, please confirm if you are messaging us from home?

[Billx]

You can ignore the guarantee of 20 in MyAccount. It doesn't mean anything.

But the rest of the TalkTalk test, seems to run OK now.

Bill

[madsainty]

Yes, the connection speed in my account is showing as 30 Mbps download speed (with a guarantee of 20), the independent test is showing as 29 so both are about the same give or take, the 32 I quoted was from my son logging into the router info on the computer showing the max connection coming in to the house, again this was the same as before we 'upgraded'. I'm wondering now if the line has been activated, maybe the account has been updated but the actual line hasn't, hopefully the support team can advise on that tomorrow. Thank you for your reply

[Billx]

Hi, @madsainty 

Did your son try the procedure I listed above?

To see whether the TalkTalk speed test is different from the independent speed test?

In other words, if TalkTalk's own procedure, also shows 32 Mbps download speed to your router?

That would be better proof, when challenging TalkTalk

In any case, if it proves that the speed is around 32 Mbps, and your contract indicates a 55Mbps guaranteed download speed, you should insist that your actual speed is increased to that.

A more direct way to do the TalkTalk speed test, is here:

https://service.talktalk.co.uk/myaccount/help/results?page=MCSpeed&journey=Network-and-connections&i...

Bill

[madsainty]

Thank you, Its all a bit confusing but hopefully the support team can take a look at it and help, it may be that its not been activated on my line yet even though the account is showing the upgraded plan running from the 27th of May but there doesn't seem any way to find that out other than to ask so hopefully someone can have a look at the account as they have been so helpful before and let me know and then I can deal with whatever then. My connection has always been good and trouble free which is why I jumped at the chance to upgrade to the 'faster' connection. Thank you again for your reply, much appreciated.

[ferguson]

All that generic sales talk is contingent on your line quality and length. You should have received an actual estimate for your specific line at the point of sale. If you are within your cooling off period you are entitled to revert to your previous package. 

[madsainty]

Thank you both for the replies, The independent test my son just did came up with a download speed of 29, he checked the router info and the speed to the router is 32, he says there's usually a difference between the line in and what reaches the computer so that is ok. My point is that is what I was getting on the Fibre 35 tariff, and the email I got and the details I read when I changed to the new Fibre 65 plan both stated average speeds ' 2x faster than my current package' and certainly at the moment its just the same, little point in paying £3 more a month for what I had before, will be happy to wait on the support team, they've always been helpful in looking at things hence I came on here, and I very much appreciate the help given.

[Billx]

Hi, @madsainty 

To get some relevant information,
log in to your 'MyAccount' --> Scroll down --> Click 'Fix a Problem'
You will then see your current download speed,
and your guaranteed download speed.

The guaranteed download speed indicated, is usually incorrect. Ignore it.
TalkTalk has failed to fix this for at least a couple of years.
The current download speed indicated is usually correct.
(You could also try doing an independant speed test, external to TalkTalk.)

In my case, the procedure above, always shows:
'Your guaranteed speed is 4 Mbps'.
But my actual guaranteed download speed is far, far higher than that, like yourself.
Also, the indicated current download speed agrees with my actual current download speed.

Bill

[ferguson]

OK, if the current download speed is 32.4 Mbps then you are unlikely to see any improvement. Let's see what the support team have to say when they pick this up tomorrow. 

[madsainty]

The contract information sheet I got dated 22nd May says 55Mb/s. Not sure what that means, my son looks after things for me, but apparently at the moment my account says my minimum is 20Mb/s and the download speed to the router is 32.4.

[ferguson]

Hmm, what is the guaranteed minimum speed after the upgrade?