Not receiving full fibre 150 despite upgrade. Can someone chase please.

[Doodles]

Dear community

I  have been on  fibre 65VOIP plus TV   and  renewed contract  on 5th May 2025 to upgrade to Fibre 150

I received a number of emails on  5th May 2025 to say

Great news! We've made all the changes you asked for. Scroll down for a quick rundown of your full fibre package.

Your new Fibre 150 and Voice Package

Your account number:

xxxxxx

New Package start date:

13 May 2025

Another   email said your full fibre in now live.  

But there has been no change in speed.  ( new router and  Tv hub working fine but blurry as still on old speed)  

I contacted talk talk last night and after an hour of chat  of them confirming that  my speed is fine as I am getting my  fibre 65 and me trying to tell them that I am supposed to be on fibre 150

They said they will escalate and I have to call back  in 7 days.       But I need to know for sure that    this is the case.   I am paying for  full fibre  150 but not receiving it.  

I need to know whilst I am  waiting for another 7 days that this is going to happen.    ( been here before multiple times with talk talk and don’t want to have to wait months for me to receive what I am paying for.  Please could someone chase up please.   Thank you 

[Doodles]

 Thank you 

I have learnt over the years that the quality of the responses and help  is very good here.

I am going to be posting another new query soon 🙂 

[kanya-TT]

Thank you Doodles, remember you are always welcome to chat with TalkTalk anytime you need assistance or clarity, we'd be more than happy to assist. 

Kanya

[Doodles]

Thanks 

Will do

[Gliwmaeden2]

Get a certificate of posting at the Post Office  - it costs nothing, but is worth having as proof of sending. 

[Doodles]

Hi. I just wanted you to know that I have my old router and tv hub ready to mail back to you. Wanted to wait to make sure that new router was up and running and providing me with the right package. Just to let you know I should be able to get to the postoffice end of this week. Kind regards Lucille. Will update here when its done. 

[Doodles]

Morning. Just posting to say that its all sorted.  

Correct package is now showing on my account and broadband speed is now correct.

Thank you 

Kind regards

[Doodles]

 Forgot to ask what information does Nomfezeko

 need to  check my account. I can private message him before I   go to work otherwise I wont be able to respond until I return.   

[Gliwmaeden2]

Don't worry, @Doodles, they could make it more obvious! Not your fault.  

[Doodles]

Thank you so much. I was staring at it for ages thinking how I just cant see  a sent box. Just found it with ease following your advice  and I have sent poor fex three of the same message.  from Lucille

[Gliwmaeden2]

@Doodles,

If you click where they show messages, a drop down menu also shows what you sent.

 

[Doodles]

Just to let you know  I have sent a private message but not sure if its going through as not showing anyway.   Check inbox but can only see incoming. So will wait to hear from you  

[Doodles]

Also Fez let me know how to communicate with you privately

[Doodles]

 Thank you Fez much appreciated let me know what you need 

[nomfezeko-TT]

Hello, @Doodles ,thank you for reaching out to us and sharing your concerns regarding your Fibre 150 upgrade. I understand how frustrating it can be to experience issues with your internet speed, especially after receiving confirmation of your new package.

I appreciate your patience as we work to resolve this matter. I understand that waiting for a resolution can be frustrating, and I assure you that we are committed to providing you with the service you are paying for. I will do my best to help you with this but I will need to have a look into your account so I can advise further. We will also need to talk privately as we cannot disclose some account information publicly. 

Thank you for your understanding and for being a valued customer.

-Fez.