500 to 900Mb Upgrade stuck

[adprice]

I signed up for a new contract to go from 500Mb to 900Mb back in April.  My go live date came and went but no upgrade's gone through and my account still shows my old tariff.  Complete radio silence from talk talk.  I've also raised this with talk talk multiple times, including once by live chat, phoning and pressing 1 for a callback, and also phoning and speaking to a representative.  Both times I spoke to someone they assured me it had been escalated and someone would call back in a week, but nothing.

I literally have zero idea what the problem is, what the estimated resolution timescales are, or even if talktalk are actually aware of my issue and trying to fix it.  Posting on here in the hopes that someone can actually respond to let me know what's going on.

[mrwrighty]

I take issue with your comment and laughing emoji. I have worked in IT for 35 years and installed all manner of networks right back to the days of coaxial BNC connections. Yes it is my day job and will advise people accordingly where I believe they are mistaken in their comments. I didn’t say meshing was wrong I said meshing has drawbacks and is very dependent on the hardware used. Using POE switches is a single cable solution to an AP. Meshing relies on the ability for the nodes to reach each other and therefore still rely on a decent uninterrupted signal to work correctly. As they communicate on 5ghz there is less penetration than with 2.4ghz so it is even more important that the nodes are set up correctly. Most out of the box solutions use auto settings which for the most part work but when there are issues regarding uplinks they need fine tuning to ensure the channels, power and channel width are optimised to your location. Clearly you take advice with a pinch of salt and laugh at those that offer it. Carry on that fine by me and no skin off my nose. 

[wilko11844]

Respectfully. You mentioned big businesses and bragging rights. Not that much of a big business if it's not got fast data links coming to and from the premises.

Yes switches are stable, I didn't say they weren't. But mesh is not a gimic and is a lot better than extenders. 

Of course your an expert and this is your day job! 🤣

[Arne-TalkTalk]

Thanks for the update. 

[adprice]

Hello all.

Seeing as a few other people have posted they have the same issue, I thought I would update my post to give a final update - I'm pleased to confirm this is now resolved, and my upgrade to 900Mb did go through.  However, it did fail twice (meaning on two occasions my go live date came and went, with no upgrade and silence from Talk Talk).  In the end, out of frustration I wrote a letter and posted it to the Talk Talk complaints address, outlining my frustrations and pointing out I would like to offer one final attempt at resolving before I escalated to ofcom.  

This time I heard back from Khalil, a case manager from TalkTalk who apologised for the issue and stated the following -> "Having looked into your account it appears the reason why the orders you have placed previously have been canceled, is that there were certain back end details missing from your profile causing the orders to fail. I have since rectified this on our systems and if you would still like to place an order you may either place it online or call our sales on 0800 542 8074"

Sure enough, after placing the order again, it went through this time.  TalkTalk also offered me compensation which went some way towards compensating for the challenges faced, so overall, i'm happy now.

In response to the slightly side-tracked posts in terms of wifi speeds, I think mrwrighty and wilko are both right in that this is a complex topic.  There are some Wifi Mesh setups which are tri-band or quad-band which have a dedicated backhaul radio.  For example Netgear Orbi.  This means the wifi point uses radio1 to present 2.4ghz wifi to devices, wifi radio 2 to present 5ghz wifi to clients, and wifi radio 3 to talk to it's paired satellite access point.  These mesh wifi setups will offer much faster speeds, and shouldn't be impacted by being meshed vs having a network cable linking the wifi points together.  
However some mesh wifi points like the Amazon Eero do not use a dedicated backhaul.  Indeed, while the Eero Pro 6 I have is tri-band, all 3 radios are used for client traffic, meaning the speeds I get from the satellite Access Point are diminished.  In this case, linking the two access points via ethernet cable will improve your wifi speeds, vs using the mesh wireless.  I do hope this helps people.  

[mrwrighty]

What a strange response and full of contradictions. Quite how an NHS 10gb service equates to what we are talking about here and that you say a garbage comment about switches which can only mean network switches and not light switches. Then you say a switch will be more stable which is what I said is the best solution. Of course not every house can have wired connections but considering I install networks for a living hardwired will always provide the best speeds if the APs share backhaul on 5ghz. 

[ferguson]

@wilko11844 

I can't see that you have started a topic of your own, only your posts on here?

[wilko11844]

I have? Can someone not have an opinion on something incorrectly stated?

[ferguson]

@wilko11844 

If you are having issues with your upgrade then please start your own topic. 

[wilko11844]

I was searching and came across this post, as having the same issue.

What right do you have to question someone elses choice? 'Big Business's' I can assure you run on much faster links (10 gigabyte links!).  The throughput from bussiness's (such as the NHS for one example of whom I work for) is huge spanning a few thousand users of internet (not localalised network). My house for example, has multiple devices and streaming services, kids playing consoles etc will soon take up bandwidth. 

if 900mbps for a normal consumer is an option for sharing the connection in a busy household where by there are a lot of heavy users, which most families are these days, then people will generally go for that also.

Oh, and your comment about using switches instead of mesh. Garbage comment. If you mean a network switch with RJ45 running from router to switch to client then yes it would be stable and more reliable. In terms of customers having a hub room at home with the capacity to run data points for the standard user is laughable. 

Mesh is perfect, does the job just find and is a huge step up from old school extenders. 

Mr Wrighty is Mr Wrongy. Sorry. 

[Gordy66774]

HI something similar tome has happened .i upgraded to the 500mbps fiber , yet im still getting 150mpbs .so bascially ive paid for a service im not getting.

[Arne-TalkTalk]

I understand your frustration, basically the regrade order is showing as pending on Openreach's system so we have raised a fault ticket to Openreach to progress it.  I have requested an update today. 

[adprice]

Thanks for the update Arne, but respectfully I've been told this twice now, and in both cases I didn't hear a thing back.  It would be nice to get more detail on what the issue is, and when I can expect a resolution.

[Arne-TalkTalk]

Hi adprice

Thank you for updating your profile.

We have escalated this to our provisioning team to progress the upgrade ASAP. 

[mrwrighty]

If you are meshing the Eero you will lose half the bandwidth for backhaul (Not just Eero most consumer meshing will do the same). For best performance wire them to a switch.

[adprice]

Hi MrWrighty

Actually, the reason for upgrading was because i'm currently paying £44.20 per month for 500Mb, but the contract I signed up for was £45 per month for an upgrade to 900Mb and two Amazon Eero routers included.  So, for the extra 80pence per month I get nearly double the speed, plus much better wifi signal around the home.  Definitely worth it.  And I can guarantee I will notice the extra speed with 900Mb, mostly because I download games (legally purchased online) and they tend to be 60Gb or more each these days.  I frequently end up waiting 30 mins or so for something to download on 500Mb, so halving that to 15 mins will make a difference.  

[adprice]

Hi Arne

Thanks for the update - I have updated my profile to include the account number as requested.

[Arne-TalkTalk]

Hi adprice

Thanks for your post

I can look into this but first, can you please update your community profile to include:

Account number.

Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Regards

[mrwrighty]

Curious as to why you need 900mbps, bet you will never ever use 900mb bandwidth in a household. We run big businesses on a fraction of that. Great for bragging rights though.