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.

[Chris-TalkTalk]

Hi ufo_IV23RU_1,

I'm sorry this is taking so long to resolve. Yes, as I said in my earlier post, the upgrade order is showing complete on our systems but still showing the old speed on City Fibre systems. Our provisioning team tried to sort this out with City Fibre but didn't get very far unfortunately. Please let me know how you get on

Chris

[ufo_IV23RU_1]

No contact from talktalk at all. I've been on chat twice since your last message and was told it would be live by last Friday but still on 500 service. Called direct today and after being on the phone for about 2 hours and getting passed from one department to another,  it has now been escalated as my I'd is apparently still showing the 500 service and hasn't been updated to the 900 I'd apparently. Now with senior managers in tech to try and get sorted. 

I'm really frustrated with talktalk just now and if this doesn't get sorted soon I'm prepared to take this further. 

Thank you for your assistance so far and I guessed you thought it was all sorted but I'm really not much further forward of late.

Just keeping my fingers crossed that finally they might get their act together and sort it but not holding out much hope.

[Chris-TalkTalk]

Hi ufo_IV23RU_1,

Has anyone been in contact with you since my last post?

Chris

[ufo_IV23RU_1]

The service from TalkTalk is horrendous. Although Chris has been trying to get this resolved for me and from using my chat online with TalkTalk, I am still no further forward than what I was since ordering the upgraded service on 4th January. Still not receiving the 9oo service so Time has arrived to take things further now. Complaint inbound very shortly.

[Chris-TalkTalk]

Just a quick update to let you know I'm still trying trying to get the speed increased. I'll let you know when I have any more information

Thanks

Chris

[ufo_IV23RU_1]

Thanks Chris. Appreciate you chasing this up for me.

Cheers

[Chris-TalkTalk]

Hi ufo_IV23RU_1,

Just a quick update. Our provisioning team have been trying to sort this out with City Fibre but they (City Fibre) can't see the upgrade order although the upgrade appears to be completed on our side. I'm currently trying to find out what we need to do now to progress this. I'll let you know when I have any more information

Chris

[Chris-TalkTalk]

Hi ufo_IV23RU_1,

Just a quick update to let you know that our provisioning team are still liaising with City Fibre to get the speed increased. I'll let you know as soon as I have any more information

Chris

[Chris-TalkTalk]

No problem, I'll check again on Monday

Have a good weekend

Chris

[ufo_IV23RU_1]

Thanks Chris. Appreciated.

[Chris-TalkTalk]

I've just checked and City Fibre are still investigating. I'll let you know when I have any further information

Chris

[Chris-TalkTalk]

Just a quick update to let you know that our provisioning team have raised an incident with City Fibre to get this fixed. I'll let you know when I have any more information

Chris

[Chris-TalkTalk]

I'm sorry about this, our provisioning team are trying to sort this out with City Fibre. It looks as though the speed hasn't been upgraded on City Fibre systems although it has been on our systems. I'll let you know as soon as I have any more information

Chris

[ufo_IV23RU_1]

Chris, Still the same this morning. Only getting 500Mb service. 

[Chris-TalkTalk]

OK, I'll pass this back to our provisioning team, I'll let you know when I have any more information

Chris

[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.