minimum guaranteed speeds, impossible says openreach engineer

[AndyKane]

over the last 8 months or so we had Openreach engineers testing the broadband and fixing the Phoneline

The Openreach engineer find no problems with the speed tests as they say the speeds are as fast as they can be. @ 179Mbps,

The problem is my contract says...

"Broadband speeds: You can look forward to an estimated download speed between 263.49 Mbps and 300.00 Mbps with a minimum guaranteed speed of 200.00 Mbps, a maximum speed of 300.00 Mbps and upload speed of 26.03 Mbps."

The Openreach engineer that last come out in jan 2025 could not understand why TalkTalk put me on Fiber250 when it is impossible to achieve the speeds as stated in my contract. "minimum guaranteed speed of 200.00 Mbps."

I am paying full price for this every month when it is impossible to get 200Mbps 

As our download speed still regularly falls below the minimum guaranteed download speed, could TalkTalk upgrade us to Full Fibre without penalty. as our 24 month fixed term contract ends:
25 Mar 2026

As we currently have Part-Fibre with phoneline, I understand we will not be able to have the phoneline but this would be ok. 

Or even if we go with a new provider as listed in CityFibre,

as after 30 days following our reporting of the problem to TalkTalk, our download speed still regularly falls below the minimum guaranteed download speed, we may cancel the service without penalty. 

[AndyKane]

Ok thanks very much for helping Ill give them a phone 😀

[Mandisa-TT]

Hey @AndyKane when you are upgrading you are not charge for upgrading,  to place an order, you can contact our Full Fibre Team and they will be able to assist you further, 

Contact Number: 03451720074  

Opening Hours: 

VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

https://community.talktalk.co.uk/t5/Articles/Our-live-chat-team/ta-p/2230529
 

WEB MESSAGING - Mon-Fri: 8am-9pm; Sat: 8am-7pm; Sun: 9am-7pm

[fr8ys]

Hi @AndyKane 

Have you checked the offers and upgrades section in My Account?

If you answer the questions regarding if phone is required etc, it will show you what is available to you. You could the proceed, but given your issues it might then be worth phoning the loyalty team, armed with knowing what's available, to see if they can better it stressing how unhappy you are with the potential mis selling (assuming that there is an offer for you of course).

Try phoning 0345 172 0088

Opening Hours can be found here - https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529#

[AndyKane]

Yes CityFibre has finished in our area and is ready to go, We have many leaflets from different providers in our post-box

For full 1gb fibre

So thought id ask in the community forum as i would prefer to stay with TalkTalk to be honest.

[kanya-TT]

Hey there, @AndyKane. Usually, TalkTalk is currently rolling out Fullfbre across the Kingdom and we normally send out comms to our customers advising them if its ready in their neighborhood and advise on steps to take to have it installed. If you haven't received them, it will mean Fullfibre is not ready in your area. 

Kanya

[Divsec]

Hi @AndyKane your post has been escalated and you should hear soon.  In the meantime please check your community profile and add your landline number and/or account number so your account can be identified. Please don't post personal information here.

https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info