topic Re: What is the minimum guaranteed speed for Fibre 65? in Broadband

What is the minimum guaranteed speed for Fibre 65?

Qwghlm — Tue, 07 Dec 2021 13:38:04 GMT

I normally get around the 45Mbps from my Fibre 65, recently I have had a lot of problems with intermittent broadband connection, which is normally sorted out by Openreach using new wires to to local junction box.

The last time was about two weeks ago and it was back up to a consistent 45Mbps.

I have just tried to stream a video and it stated not enough speed.

Checking on the PC it's down to 22Mbps, this is normally a precursor of the same old intermittent connection problem yet again, (about 10 in the last 2 years).

What is the minimum guaranteed speed, because when I run a speed test it tells me I'm getting 24Mbps with a guaranteed minimum of 17Mbps?

This cannot be correct that the minimum is 17Mbps when I am paying for a service that states 65Mbps.

Re: What is the minimum guaranteed speed for Fibre 65?

Karl-TalkTalk — Tue, 07 Dec 2021 14:02:54 GMT

your line is in sync at 22mb. The esimated speed fornyour line is 17-21mb with a minimum guaranteed speed of 17mb, so your line is performing as it should.

Thanks

Karl.

Re: What is the minimum guaranteed speed for Fibre 65?

Qwghlm — Tue, 07 Dec 2021 15:57:11 GMT

So if I get 22Mbps and the Fibre 65 states an average of 67Mbps, others are getting 112<bps.

That is clearly nonsense, so please give me a link to the TalkTalk page where it clearly specifies what download/upload speed to expect from Fibre 65.

It also does not explain why I get a consistent 45Mbps when the line is OK, and it only drops to that level when there is a problem between my home and the junction box.

As an extra, what would the minimum speed be if I were to downgrade to Fibre 35 seeing as that says 38Mbps.

Would it still be 17-21Mbps by any chance?

Re: What is the minimum guaranteed speed for Fibre 65?

martswain — Tue, 07 Dec 2021 16:16:54 GMT

@Qwghlm the speed depends on the length and quality of your line.

There is NO global minimum speed for either Fibre 35 or 65, each line in the UK will have their own individual characteristics.

You are not understanding the products and technology correctly.

You are on the wrong product.

@Karl-TalkTalk has given you the MGALS for your line so you should call TT and move to Fibre 35 as your line can never support anything above 40/10 which are the maximum speeds on Fibre 35.

Re: What is the minimum guaranteed speed for Fibre 65?

Qwghlm — Wed, 08 Dec 2021 14:22:31 GMT

How was I consistently getting above 45Mbps then?

And 17-22 was not the speed TT stated when I asked about Fibre 65, they stated 40Mbps which was achieved, and which I am happy with.

Something has changed to half it.

Re: What is the minimum guaranteed speed for Fibre 65?

Qwghlm — Wed, 08 Dec 2021 14:36:53 GMT

Now this is very interesting, just turned the router off and back on and let it reset.

Just checked and it's back up to 46.3 Mbps

So hows that fit in with what Karl said?

My line is capable of above 40Mbps and I've a feeling that I wouldn't get 38Mbps, (which is the Fibre 35 max), on Fibre 35 either.

Re: What is the minimum guaranteed speed for Fibre 65?

Chris-TalkTalk — Wed, 08 Dec 2021 15:06:05 GMT

HI Qwghlm,

Glad to hear that your speed has improved following the reboot, thanks for letting us know

Chris

Re: What is the minimum guaranteed speed for Fibre 65?

martswain — Wed, 08 Dec 2021 15:37:00 GMT

@Qwghlm the maximum speed on Fibre 35 is 40/10

If you downgrade then those caps will apply to your line.

Re: What is the minimum guaranteed speed for Fibre 65?

AllyM — Wed, 08 Dec 2021 17:05:25 GMT

@Qwghlm ,

It does seem very strange that you say you normally get about 45Mbps when TalkTalk seem to think the estimated speed for your line is 17 to 21Mbps. It is also odd that they even sold you the Fibre65 service if those were their estimates at the time.

What estimates do you get if you put your address in the BT checker here: BT Broadband (btwholesale.com)

Re: What is the minimum guaranteed speed for Fibre 65?

Qwghlm — Wed, 08 Dec 2021 17:39:30 GMT

That's an interesting site.

If I look at the VDSL "impacted" it says 58Mbps high, 40Mbps low

Re: What is the minimum guaranteed speed for Fibre 65?

Qwghlm — Wed, 08 Dec 2021 17:55:27 GMT

Back to Karl then,

As the BT link shows my line is capable of 40 to 58Mbps, why are you suddenly telling me it's 17 to 22, because you didn't say this when I upgraded to Fibre 65, otherwise I would not have bothered.

You gave me a an over 40Mbps figure which agrees with the BT site information which states 40 to 58

My previous post states that you said over 40Mbps, before I even new about the BT site, so you must have used that process when you originally quoted me.

So now, I want TalkTalk to change my "Expected" from 17-22 to 40-58 in order that I get some help when I have an obvious problem.

Re: What is the minimum guaranteed speed for Fibre 65?

martswain — Thu, 09 Dec 2021 07:02:09 GMT

@Qwghlm the trigger figure for fault investigation is not the bottom of the estimated range.

You need to look at the HANDBACK THRESHOLD on the BT website as that is roughly what TT will use as your minimum guaranteed speed.

Re: What is the minimum guaranteed speed for Fibre 65?

Qwghlm — Thu, 09 Dec 2021 07:30:32 GMT

Handback threshold shows 40/32.4 Clean/Impacted

So why am I getting a very consistent 46 when there is no problem with the line?

I am checking the speed using three different speed check sites, one of which is TalkTalk's own

Edit Ah, Ok. Just searched for what it means and it's "Below this speed the operator will normally consider the service not acceptable and allow an order to be reversed without charge."
So TalkTalk should admit there is a problem with my line and sort it out if my speed drops below 40 as "Impacted" means the line may have wiring issues anyway.

So I am back to the issue of getting my line reassessed as being 40-58 as an absolute minimum and NOT 17-21

Re: What is the minimum guaranteed speed for Fibre 65?

Qwghlm — Thu, 09 Dec 2021 07:38:44 GMT

Just to prove the current download speed. (Makes the 17Mbps minimum a bit of a mockery).

Re: What is the minimum guaranteed speed for Fibre 65?

Qwghlm — Thu, 09 Dec 2021 12:37:52 GMT

Anyone from the TalkTalk support team care to comment why my "Handback Threshold" is 40Mbps, which is what TalkTalk is evidently supposed to use as a minimum speed, but mine is currently shown as 17-21Mbps?

Attached BT image for information.

Re: What is the minimum guaranteed speed for Fibre 65?

Chris-TalkTalk — Thu, 09 Dec 2021 15:18:55 GMT

Hi Qwghlm,

Were you given a minimum guaranteed speed when you signed up to your contract? The minimum guaranteed speed showing on our systems is the speed at point of sale

Chris

Re: What is the minimum guaranteed speed for Fibre 65?

Qwghlm — Thu, 09 Dec 2021 19:46:47 GMT

I believe it was 40Mbps, otherwise why bother with Fibre 65, may have well gone with Fibre 35, or are you saying TalkTalk mis-sold me the Fibre 65?

Re: What is the minimum guaranteed speed for Fibre 65?

Anonymous — Fri, 10 Dec 2021 07:18:57 GMT

Hello,

Can I just confirm, does this speed range also show if you log into Service Centre and check the line?

Thanks

Re: What is the minimum guaranteed speed for Fibre 65?

Qwghlm — Fri, 10 Dec 2021 08:22:32 GMT

It shows estimated speed to be 18-22

It also says speed is 27, but when I run a TalkTalk speed test it shows 47.3, so how is that happening?

Re: What is the minimum guaranteed speed for Fibre 65?

Debbie-TalkTalk — Fri, 10 Dec 2021 08:31:45 GMT

Hi Qwghlm

We have to go with the predicted speed range provided to us for the line so I'm not sure why the speed is higher than the predicted range.

Our Loyalty Team can change the package back to Fibre 35 but the speed would then be capped at 40mb.

Thanks

Debbie