Hi @Ginny21 I'm sorry to hear that, I have accessed your account and you are on full fibre, you will need to be in contact with them and they will be able to run checks on your line.
Contact Number: 03451720074
Opening Hours:
VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed
WEB MESSAGING - Mon-Fri: 8am-9pm; Sat: 8am-7pm; Sun: 9am-7pm
Another option is to use the below link to chat to our live chat advisors who are always ready to assist with your issue.
https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529
