No speed difference from 500Mb to 900Mb service

[ufo_IV23RU_1]

Hi,  I've just updated my 500 service to the 900 service and there is no noticeable speed difference in my connection at all.  I've received the email from TT announcing my 900 service as live but nothing has changed.

Just completed a speed test using OOKLA and getting 515Mb down and 259Mb up. This doesn't equate to agreed expected speeds for this service upgrade.

Updated the Eero Pro 6 last night after fitting it in place of my Sagecom router and my computer is WiFi6 enabled although I'm using it cabled direct to a gigabit switch  to router.

Any assistance welcomed as I'm not sure all is setup as it should be but was done according to the install instructions on the Eero and Switch.

[ufo_IV23RU_1]

Chris, Tried again this afternoon and also early this evening but still showing the 500 service. Switched of the ONT as well but no difference. I thought all this would have been sorted out last Thursday when they sent me the email saying my new service was now live.

[Chris-TalkTalk]

OK thanks for testing, I'll pass this back to our Provisioning team. I'll let you know when I receive an update

Chris

[ufo_IV23RU_1]

Chris, Tested both last night and this morning and disconnected ONT this morning as well but still only getting 500 service speeds.

[Chris-TalkTalk]

OK thanks

[ufo_IV23RU_1]

Ok Chris. Thanks for your assistance. Appreciated. I'll post up tomorrow what the speed is I'm getting.

[Chris-TalkTalk]

OK thanks. I've checked and the speed upgrade has been requested so it should go through some time today so I'll check again with you in the morning, hopefully the speed will have increased by then

Chris

[ufo_IV23RU_1]

Just turned off the ONT. Ran a speed test before and after but still showing the 500 service. 537 down and 538 up.

[Chris-TalkTalk]

Thanks 🙂

[ufo_IV23RU_1]

Will do Chris. Thanks

[Chris-TalkTalk]

In an hour can you switch off the ONT then switch it back on and check the speed again. Please let me know how you get on

Chris

[Chris-TalkTalk]

OK thanks. I'll  pass this over to our provisioning team and ask them to take a look. I'll let you know when I receive and update

Chris

[ufo_IV23RU_1]

Account number added. 

Cheers

[Chris-TalkTalk]

Hi AndyAces1,

I've replied on your thread

Chris

[Chris-TalkTalk]

Hi ufo_IV23RU_1,

Can you please add your TalkTalk home telephone number or account number to your community profile and we'll be happy to take a look at this for you

Chris

[ferguson]

OK, which matches with this case. Have you tried the switch off? Otherwise wait for a further response from Chris or another member of the team next week. But please make any further comments on your own topic.

@ufo_IV23RU_1 

Your situation does seem similar. As I mentioned earlier, wait for the support team to pick this up. 

[AndyAces1]

Yes, city fibre did the install I think.

[ferguson]

@AndyAces1 

It gives the session a chance to reset, but you need to switch the ONT off a full 30 minutes. It does looks like the support team are already progressing your case looking at your own topic. Are you on a City Fibre circuit also?

[AndyAces1]

Sorry to hijack (I have the same issue) What does turning off the ONT do?  When I upgraded I was not told to do this and I remember on setup the installer told me never to turn off that box.

[ferguson]

I think you're going to need the support team to investigate, bear in mind that they won't be back online until Monday. 

[ufo_IV23RU_1]

Just turned it off and restarted after 30 minutes and only 1Mb difference. Now showing 537 down and 538 up