Upgraded But No Speed Increase

[Exoknight]

Hello all. I recently upgraded from 75mb to 150mb but I feel like I am still locked to 75mb. 

My setup is that I have a black box modem attached to the wall which I think is a Calix 801g. That goes into a little white cable in the wall. 

I have a TP-Link Archer AX10 router plugged into the back box mentioned above. My speeds, in either wireless or wired, are exactly 75mb. It’s like it’s locked to 75mb and the speedtest never goes above it. 

As part of my upgrade I was sent an Eero 6 router. I tried this but my speeds were still locked at 75mb. 

I contacted live chat and they advised several things. 

Turn off the black box on the wall for a few minutes. 

Reset the router to factory settings. 

Connect a computer directly to the black box on the wall via an Ethernet cable and speedtest it. I did that and it still connects at exactly 75mb. 

I was then told there was an issue with my line and that an engineer would be sent out and I was given an appointment time. Nobody ever came (or they didn’t need to come

to my house itself - maybe to the cabinet).

Everytime I spoke to support after that they just wanted me to keep doing the same things. 

I decided to write a complaint and I was assigned a complaint handler. They kept texting me saying that they would call me at a certain time on a certain day, but never do. 

So I am getting nowhere. What do I do?

My case reference number is 

CMP-924975 [ET-1231980].

Thanks all

[nambuso-TT]

I am very sorry to hear that you feel this way, since you are a future fibre customer please use the above number provided by @Mandisa to contact the future fibre team and they will look into this for you. Thanks.

[Exoknight]

Hello all,

Thanks for your help from the beginning. I appreciate your efforts.

I have given up on trying to resolve the issue. The engineer never attended (for the 2nd time) and I’ve had zero contact from anybody since then. I cant face doing the same tests for a 3rd time and achieve nothing but waste time.

[mandisa1-TT]

Thank you so much for the support @Gliwmaeden2 

[Billx]

@Exoknight 

Yes, that seems to match with what it should be after the upgrade ( except TalkTalk still confuses things, by still referring to Full Fibre as Fibre) 

I think you are not seeing the 'My package contract information', as you are using a mobile phone.

If you able to access the 'My package contract information' link using a different device. e.g. a laptop, you will be able to see what speeds TalkTalk has agreed to.

[Exoknight]

Hi Billx,

It looks like this:

 

There isn’t an option on the same page that says ‘see my package contract information’.

Thanks

Gav 

[Billx]

Hi, @Exoknight 

Since we know that you have been a Full Fibre 65 customer for a long time, and that you have not too long ago requested to be upgraded to Full Fibre 150, could you please check your 'MyAccount' and check which of the 2 packages is showing there.

Log in to 'MyAccount' at https://service.talktalk.co.uk/myaccount/dashboard?order=FTTP

--> click 'Manage your package'
--> under 'My Package', it will show the name of the current package, and the cost per month.
--> in the same page, click 'My package contract information'
--> on the small pop-up message, click both 'Contract information PDF' and 'Contract summary PDF'
--> both of these, will be downloaded to your Downloads folder, and you can read them, and see what matches and what doesn't

You might be able to see something additional there.

Above all, you have to be much more forceful with the complaints people

[Gliwmaeden2]

Awful, @Exoknight. So frustrating losing so much precious time and getting nowhere with it.

Staff on here will have clocked off c 6pm. They are on here from 8am, if you want to check back during the day. 

There should be someone responding live on the phone between 9am and 7pm, if you want to have another go on 03451 720074. 

[Exoknight]

Hello Mandisa,

Just as an update on my case. Nobody contacted me on 17/10/2025 - no messages, no emails, no missed calls etc.

I rang the number you mentioned yesterday but couldn’t get through, I could only get through to leave a message. 

I then spoke to somebody on live chat. They were pleasant and helpful but required that I go through the full test again, despite me having already done it previously. We went through the full test on live chat, checking routers, resetting to factory settings, updating the firmware, restarting the ONT box, Ethernet cabling directly into the ONT to eliminate the router itself as an issue. Finally turning the ONT box off for 20 minutes and restarting, which all made no difference at all, still locked to exactly 75mb no matter how I connect. 

That process took over 4 hours on live chat. That’s not an exaggeration, you read it right, 4 hours.

At the end, I was told I don’t have a TalkTalk connection or the live chat people couldn’t see one, and accepted that there was an issue with the line. An engineer appointment was booked for today between 0800-1300 hours. 

Surprise surprise, nobody attended. No phone call, no text, no email, no visitor on the street, no nothing. A waste of half a day. 

And the issue remains. 

What do I do next? 

[mandisa1-TT]

Thank you so much for the support @Gliwmaeden2 and @Billx 

Hi there @Exoknight Looking into the account, there was a call back for the 17/10/2025, the last updates from the complaints manager stated they tried to contact you however, could not reach you. Please contact the full fibre team on 03451720074 - VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed. They will assist you further. I have also followed up with the relevant department to contact you

[Gliwmaeden2]

I think that all this was already established, @Billx., in post 5.

@Exoknight, all the forum staff might be able to do is nudge the Complaints team.

[Billx]

Hi, @Exoknight 

OK, so you've always had Full Fibre.

There was no need for a Full Fibre upgrade, because you already had that, and an engineer would not have been needed.

So the current issue is, why has TalkTalk NOT upgraded you from Full Fibre 65 to Full Fibre 150?

That's why you have the current complaint going on.

You can can certainly call TalkTalk again before the complaints people call you, and remind them what's going on?

[Exoknight]

Sorry Billx,

That was installed quite a while ago on 12/08/2022. 

Thanks

[Billx]

Hi, @Exoknight 

Yes, but those messages have not told you anything, since nothing has been done.

What you still haven't said, is roughly when that ONT on the wall was first installed.

[Exoknight]

Sorry - I didn’t say earlier, I upgraded on 09/09/2025 to 150mb.

I then got an email on 11/09/2025 to say my full fibre service was live. Then an email on 23/09/2025 to say an engineer had resolved the issue - but it didn’t say what. Then another email later on 23/09/2025 to say TalkTalk had made the changes I had asked for - but again didn’t really say what. 

And then yet another email on 25/09/2025 to say my full fibre service was live again! 

[Billx]

Hi, @Exoknight 

Thanks for your reply.

Yes it does look like you have Full fibre (FTTP) and that is an ONT, especially that your account number starts with FTTP.

And it looks like you already had Full Fibre, before you upgraded to 150 Mbps.

You say, 'I was sent an Eero 6 router'

Recently, TalkTalk has been sending the Wi-Fi Hub 3 router instead of the Eero 6 router

I don't know why you didn't get Wi-Fi Hub 3 router. It is a simpler router to deal with.

So it looks like you asked TalkTalk to upgrade you from Full Fibre 65 to Full Fibre 150, but they have done nothing yet.

Edit: The system will continue to work, if you continue to use your existing Wi-Fi Hub

[Gliwmaeden2]

If there's no use of the BT mastersocket, you are fully switched to Full Fibre, @Exoknight

You wouldn't have the black box on the wall for FTTC.

You were probably on Full Fibre65 before too, rather than FTTC, if you got as high as 75mbps download speeds.

For Talktalk support it's more straightforward if you use one of their routers. As I said, you'll need to contact Talktalk directly, not use forum staff for this.

[Exoknight]

Hello Billx. 

It looks like this. 

My account number starts off with FTTP. So I assume full fibre but I don’t know how to confirm that? 

Thank you. 

[Billx]

Hi, @Exoknight 

You say, 'I have a black box modem attached to the wall which I think is a Calix 801g.' I've never heard of that.

Do you have a modem on the wall or an ONT (optical network terminal)?

Alternatively, do you have a Full Fibre package (FTTP), or a Fibre package(FTTC)?

[Gliwmaeden2]

This will be picked up after the weekend by the support team on the forum, @Exoknight, but the usual response to anything Full Fibre related is that you need to phone 03451 720074 [open till 6pm today, not open on Sunday] or use Chat, as they have no access to the FF systems.