Migrated from Shell to Fibre 150 but speed unchanged

[Jon_B1]

I received an email yesterday saying "Migration Successful, Speed Boost on us - We’ve upgraded the speed of your broadband from 100Mb/s to 150Mb/s at no extra cost to you, as our packages are slightly different."

Yet my speeds are unchanged from what they've always been with Shell; 107 max down and 19 up. Should be 150 down and 30 up?

[Michelle-TalkTalk]

Hello again,

I've been advised that to get the help you need please give the team a call on 0345 172 0088, they'll be able to help.

Thanks

Michelle

[Michelle-TalkTalk]

Good morning,

Thanks for confirming. I've raised this for investigation and we'll post back here as soon as we receive an update.

Thanks

Michelle

[Jon_B1]

Yes, still the same.

[Michelle-TalkTalk]

Hello,

I'm really sorry for the delay. Can I just confirm before I raise this over for investigation that the speeds are still low when connected wired at the ONT please?

Michelle

[ferguson]

It looks like this may have been missed by the support team, I have re-escalated it for you. 

[Jon_B1]

No answers? I notice this person has a similar issue and was told it won't happen until September:

https://community.talktalk.co.uk/t5/Full-Fibre/Migration-from-shell-to-fibre-500-Not-getting-speeds/... 

Perhaps the same applies?

[ferguson]

That's interesting, it seems that TalkTalk may be introducing a Full Fibre 100 package going forwards. But that shouldn't really be relevant now, the fact being that you are on a Full Fibre 150 package presently. Wait and see what further advice the support team have to offer.

[Gliwmaeden2]

@Jon_B1, I suspect that what they mean is "the nearest package we can describe", for billing purposes. 

Their slower package is Fibre65. 

Talktalk currently has nothing between that and the Fibre150 description, which won't always deliver that  - there's always a minimum guaranteed speed for the particular line. The "boost" is what they used to add to "Faster Fibre" to give FTTC connections a lift.

So, for billing purposes, the package is described as Fibre150 (whatever the price) until / unless they invent a package called Fibre100.

They are still only charging you what Shell charged before, are they not?

[Jon_B1]

First I got an email saying "You will be automatically switched over to your new package
week commencing 08/07/24."

Then on the 17th July I got another email: 

Great news, your broadband service has been migrated to TalkTalk systems. If you have a medical / health care device that is reliant on your service, please test that this equipment is working and alert us to any technical problems, so we can investigate them promptly.

Speed Boost on us

We’ve upgraded the speed of your broadband from 100Mb/s to 150Mb/s at no extra cost to you, as our packages are slightly different. Once our 100Mb/s package is available later this year, we'll move you back to this package speed. You can of course choose to upgrade to our 150Mb/s package should you wish to do so.

When I log in to my account it says I'm on Fibre 150.

[Chris-TalkTalk]

OK thanks. Does it say on the email when the upgrade will take place?

Chris

[Jon_B1]

Hi Michelle,

Updated now, thanks.

[Michelle-TalkTalk]

Hi Jon,

Can you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. 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.

Thanks

Michelle

[Jon_B1]

I hooked a laptop directly to the ONT today. Speed test results were the same as via the router.

[Michelle-TalkTalk]

Hi Jon,

Thanks for trying this. Have you tried connecting wired at the ONT to see how the speeds compares as this will show the speeds coming into the property?

Thanks

Michelle

[Gliwmaeden2]

Staff will respond after the weekend, @Jon_B1.

[Jon_B1]

Hi, I powered the ONT and router off for about 40 mins this morning, but I'm still getting the old Shell speed of circa 105 down / 20 up.

[Debbie-TalkTalk]

Hi Jon_B1

Thanks for your reply.

If the speed hasn't increased following the 30 minute power down then please let us know.

Debbie

[Jon_B1]

Thanks, I'll give it a go when I get chance.

[Jon_B1]

Thanks for the suggestion. I will try powering everything down, though I'll have to pick my moment since I'm working from home, and by the time I'm finished the rest of the family will be streaming/chatting or whatever.

Speed tests over wifi and hard-wired give the same results. Could perhaps be something to do with the Shell router, but I have very little info on it and the admin interface is very minimal.

[Michelle-TalkTalk]

Morning,

Thanks for your post. Have you tried powering down the ONT for 30 minutes and then retested the speeds again?

Thanks

Michelle