Full Fibre Availability

[davehardy]

I checked on the Talk Talk website to see if a full fibre upgrade was available for me as an existing customer. According to the website checker, it is available. However, when I log into my account, I do not have the option to upgrade. If I do not log in and I go through the process as a new customer, it takes me through the entire ordering process and offers me an appointment next week.  When I spoke to customer services, they told me it was unavailable and that the website checker was wrong. I have since also confirmed on the City Fibre website, which gives me a complete list of available providers, including Talk Talk. Is there some reason I am not being offered full fibre as an existing client? It appears the only way for me to get full fibre is to change providers! Can someone confirm this for me one way or the other? Plenty of folks on my street have fibre. XXXXXX REMOVED FOR SECURITY REASONS 

[Arne-TalkTalk]

Keep us updated.

[davehardy]

Thanks for the reply.

I called again and spoke with someone at Talk Talk customer services, who confirmed full fibre is available at my address. Hopefully, it is all in hand. I got confirmation that my broadband only will be cancelled, although I am still waiting for an email confirmation for the new fibre.

[Arne-TalkTalk]

Hi davehardy

Your account shows that you are on an old broadband only service.

  I suspect that you will need to upgrade to FTTC service first to allow full fibre upgrade. 

[JakeL1986]

I am having the same issue. Postcode checker shows 900mb available but no option to upgrade in my account. Live chat told me that the service its available but doesn't meet talk talks minimum speed requirements so they won't allow an upgrade.

However, if I was a new customer I could order the package easily through the postcode checker.

Looks like I will have to use an different provider, which is disappointing. 

[Gliwmaeden2]

@davehardy, please never publish your full address or any other personal information details in the public thread. 

All that information is accessible to Talktalk staff from your completed community forum profile. 

Staff respond during the day (Monday to Friday).