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Migration from shell to fibre 500, Not getting speeds

Martin0918
Popular Poster
Private Message TalkTalk
Message 25 of 25

I Migrated from shell a week ago, I was on 205Mb and was told my new  package with  talk talk was Fibre 500, but I have had no increase in speeds. My speeds are still maxing out at 205Mb.

Martin
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24 REPLIES 24

Message 1 of 25

Hi Martin,

 

I'm sorry but you would need to speak to the Shell Migration team again about this.


Chris

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Message 2 of 25

Michelle the last time was the end of July, it was a waste of time as I was passed around to 5 or 6 staff members  and got no answers from any of them. So after that experience I will not waste my time calling them again. I just want the  speeds I told I was getting or to terminate my contract so  that I can get better speeds from a different ISP.

Martin
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Michelle-TalkTalk
Support Team
Staff
Private Message
Message 3 of 25

Hi Martin,

 

Apologies, this would have to be looked at by our Shell Migration Team. When did you last speak to the team?

 

Thanks

 

Michelle

 

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Message 4 of 25

This all seems to have to be "owned" as an issue by the Shell Migration team, @luk3du, not the forum staff.

 

There is a Complaints link at the foot of any Talktalk page. Setting that process in motion might help a bit.

Gliwmaeden2, a fellow customer.
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Message 5 of 25

Hi Karl, I’ve done this a few times now and get a different answer every time I call

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Message 6 of 25

I was told there was an issue and would be sorted sometime this month. I am going to give them until the end of the month  and if it is still not sorted out I am going to  speak to a solicitor to find out if it  is a breach of contract.

Martin

Message 7 of 25

Hi

 

Call 0345  172 0088 and request to speak to the Shell Migrations Team, and they can pick this up for you.

 

Thanks  

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

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luk3du
First Timer
Private Message TalkTalk
Message 8 of 25

I have the exact same issue as yourself. Been told numerous things over the phone such as the name of the package has changed but the speed hasn’t, it’ll happen in the next couple of months, and someone who said they’d fix it and call me the next day, but this never happened. 

Anyone got an update on this at all? 🙂

 

thanks! 

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Message 9 of 25

I have the exact same issue as yourself. Been told numerous things over the phone such as the name of the package has changed but the speed hasn’t, it’ll happen in the next couple of months, and someone who said they’d fix it and call me the next day, but this never happened. 

Anyone got an update on this at all? 🙂

 

thanks! 

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Message 10 of 25

Hi @Martin0918 

 

I've been advised that there is an issue as the packages that Shell had, where not used by TalkTalk so a little work is needed in the background before you can be upgraded to 500 speeds.  I've been advised this will be delivered in September.

 

You are not being charged any differently of course and the free speed upgrade will be implemented in September automatically.

 

Thanks  

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.

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KeithFrench
Community Star
Private Message TalkTalk
Message 11 of 25

Hi @Martin0918 

 

You will have to wait for TalkTalk now on Monday, as advised by @Gliwmaeden2. There is nothing more we can do.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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Message 12 of 25

Other than trying another 30 minute switch off, perhaps Sunday, @Martin0918, wait for staff to get back after the weekend. 

 

Talktalk obviously know about it as Karl referred to an "issue/delay".

 

Don't try the switch off too many times as that can start getting treated as a fault and speeds may reduce further. It shouldn't be tried more than once in a day.

 

Staff will be back on here from Monday. 

 

 

Gliwmaeden2, a fellow customer.

Martin0918
Popular Poster
Private Message TalkTalk
Message 13 of 25

Keith,

Yeah I turned it off for 30 minutes before I tried the direct connection

Martin
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KeithFrench
Community Star
Private Message TalkTalk
Message 14 of 25

Hi @Martin0918 

 

Have you tried turning the ONT off for at least 30 mins?

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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Martin0918
Popular Poster
Private Message TalkTalk
Message 15 of 25

Keith I got  203Mb.

Martin
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KeithFrench
Community Star
Private Message TalkTalk
Message 16 of 25

Thanks, but what were the speeds that you got?

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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Martin0918
Popular Poster
Private Message TalkTalk
Message 17 of 25

Keith I have tried the wired connection directly to the ont after seeing it suggested on another post, it made no difference to the speeds.

Martin
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KeithFrench
Community Star
Private Message TalkTalk
Message 18 of 25

Hmm, sorry but I have never seen that router (being only a TT customer I do not have access to every router). If you log into it, does it allow a speed test? If not, please can you temporarily disconnect it from the ONT & try a wired (Ethernet) device and do a speed test from there. What results do you get?

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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Martin0918
Popular Poster
Private Message TalkTalk
Message 19 of 25

Keith it is the shell  wifi 6 hub.

Karl, what is the delay, shell used talktalk network so how is there an issue increasing speeds?

Martin
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Message 20 of 25

Hi

 

I've been advised there is an issue / delay with this and our Teams are actively looking at this'

 

Thanks  

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.

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