Upgrade to fibre 500

[ricksmith]

Hi 

can someone please  take ownership of this issue and help. My fibre 150 contract ended in August, when I contacted the loyalty team and agreed to upgrade to fibre 500. It is now five weeks since the agreed update and new contract and I’m still on fibre 150 speeds even though my account page says I’m on Fibre 500.

i have made several long phone calls to the so called order management and full fibre teams and spent many hours on chat with so called specialists, I have been transferred from department to to department until I began to loose the will to live. I have received several emails that give a go live date all of which arrived and went without change. 
I find it absolutely unbelievable that a simple change of speed should take five weeks. 
I have requested to speak to a person based in the UK and been told this can’t be done. So this is my last attempt to get this order sorted before I leave talktalk and go to a provider that values its long term customers.

Hopefully there is some monitoring these post that can actually do the job that there employed to do and take pride in their work 

[Mandisa-TT]

Hi @ricksmith thank you so much for giving us an update and it is great to know that the issue has been resolved.

We appreciate your suggestion regarding the need for readily accessible UK-based support staff. It’s feedback like yours that helps us improve our services and ensure a better experience for all our customers.
 

Thank you for your patience, and we’re pleased to know that your connection is working as expected now. If you have any further questions or need assistance, please don’t hesitate to reach out.

[ricksmith]

Hi Mandisa

after losing patience with customer services and talktalk foreign supposed support. Experts and technicians, I decided to email the CEO office within 30 minutes I received a phone call  from a uk based representative and within an hour my connection speed was where it needed to be.  Apparently when the upgrade order was placed no one actually contacted the fibre network provider to request the speed increase to my property. So at the moment all is well and working fine. Maybe this highlights a need for uk based support staff that  customers can  actually speak with.

[Mandisa-TT]

I understand @ricksmith Once there is feedback, you will be updated.

[ricksmith]

No Problem Keith I look forward to speaking to someone that can actually help. Thanks again for your help.

[KeithFrench]

Hi @ricksmith 

Lorraine is investigating this now....

[KeithFrench]

Hi @ricksmith 

Lorraine will respond to you when time allows. However, she is very busy.

[ricksmith]

Hi Gliwmaeden2

I appreciate your help here but this is not a problem that can be resolved by a Simone reboot. I have restarted the router and ONT box several times over the past few days following notification that my service 500 has gone live however each time the reported speed is  not as expected for a full fibre 500 connection and remains as 148mbps 

[Gliwmaeden2]

@ricksmith, staff support advised:

" you just need to wait today and restart your router today in the evening or tomorrow morning,"

Better to give it a day, as it was too soon to do the 30 minute switch off at this stage of the day.

[ricksmith]

Okay done as requested and eero app still reports speed of 148mbps.

i think i need to escalate this to the CEO office. There have been numerous attempts to resolve this problem without success, I have been on many calls to all departments and been passed from pillar to post on hours of chats. It’s time someone that actually cares got involved. Please provide a email address for the CEO if this is not possible I will find it on cc google but your help would be appreciated to make this easier 

[ricksmith]

the package may have gone live today. However the speed remains at 148mbps

[siphosethu-TT]

Please note that yes, the order did reject in the first few tries but eventually the order processed just fine and was completed. Please do as I advised and will take it from there. Thanks

[ricksmith]

Hi okay having turned off and rebooted the router still no change 

[ricksmith]

Okay Keith I will give it a try. Since my last post I have again tried to get this sorted out on the chat link. How everyday after another 2 hours I’m told although the fibre 500 is active it has been cancelled. This has now been raised as a complaint.

please see extract from the chat transcript 

Thank you so much for waiting. I have checked your account, and I can see that your package is showing as active in our system. However, while running the checks, it shows as cancelled. Can you please confirm that the only issue with your services is the slow speed?

Totally unbelievable 

Are you aware if this can happen or is this more bull💩

[KeithFrench]

Hi @ricksmith 

Turn off the ONT for the 30 mins again & retest please.

[siphosethu-TT]

Thank you @KeithFrench for the help and information you have provided, upon looking to the account I noticed the estimated competition date was set to be 09/10/2025 however a delay might have occurred. Everything is fine with the order you just need to wait today and restart your router today in the evening or tomorrow morning, I know the up and done must've been frustrating but trust everything will be fine now okay Rick. Thanks

[siphosethu-TT]

Hi there @ricksmith, looking into your account it shows you on fibre 500, your package went active today. Thanks

[ricksmith]

Hi@KeithFrench

I really appreciate your help here and hope Lorraine can finally get this sorted out.

i just received a message from talktalk not sure if it’s related to your communication with Lorraine,

see below.

I did  a speed check following the message but nothing has changed still receiving 148mbps.

TalkTalk Update: Hello, great news we have resolved the ticket we raised on your account. If you need any further assistance you can chat to us by selecting www.talktalk.co.uk/futurefibrechat. We are here to help Mon to Sat 8am to 8pm.

[KeithFrench]

Hi @ricksmith 

Lorraine will probably not pick this up until later today, but she will get the right people involved for you. I will keep a check on bothe the private communication I have initiated to her and your thread.

[ricksmith]

Hi @KeithFrench 

i do hope that Lorraine live up to your expectations. I have again been on the chat platform where an AI agent asked me to download the  **RouteThis Helps** app, and run some tests once the tests were completed the AI supposedly connected me to an actual live agent. However after 45 minutes waiting for the agent to join the chat I gave up hope. I understand that the chat platform is the preferred way to obtain support so why are there not more agents available to give support. Talktalk customer care and technical assistance really boils my blood. 

[KeithFrench]

Hi @ricksmith 

I have sent a message to Lorraine, the manager of the support staff on this forum. Unfortunately this team do not have access to the Full Fibre systems. However, Lorraine as one has good contact with all service teams. She is very good at getting resolutions for these sorts of issues.