Free switch to FTTP but cant upgrade

[Strokkur]

We were switched to FTTP (Cityfibre) FoC but now can't upgrade the faster speeds due to a 'problem' between TalkTalk and Cityfibre. Call centre has been pretty vague about the issue. Is this a real thing and when will it be fixed?

[Arne-TalkTalk]

Its down to city fibre, im sure that they are aware of this and will be working towards a solution. 

[Strokkur]

Is there any actual move to fix this? It is a huge omission in the service and quite frankly tells me I should probably look at alternatives having been with TalkTalk for years.

[Arne-TalkTalk]

No change I'm afraid regrades on City Fibre still require a cease and re-provide.

[Gliwmaeden2]

Recently I have seen the same advice being given out, @Strokkur.

I'll re-escalate this thread for you, for staff to give you the latest on this. 

[Strokkur]

Has this situation changed at all? We are now 3 months later

[Arne-TalkTalk]

Sadly its days, it appears city fibre use different processes to openreach where the profile has to enabled manually, there is an ongoing discussion to try to simplify this.

[Strokkur]

Thanks for responding.

Seems a bit of an amateurish service.

Is loss of service a few hours, a day, days?

[Arne-TalkTalk]

Hi Strokkur

Regrades with city fibre can only be done by ceasing the service and reordering the higher speed , this will unfortunately mean a loss of service while the new order is processed. 

Sorry.