topic Re: Slow BB after Engineer Visit in Broadband

Slow BB after Engineer Visit

richandiben — Thu, 16 Dec 2021 10:05:36 GMT

Openreach visited 48h ago and checked my line. They tested it, fitted a new socket and said it was good for 90Mbps on their tester.

I'm still only getting 27Mbps max, even at quiet times and when using the TalkTalk line test it's saying it's working as it should be?

Up until the last couple of weeks I've been getting a good 55-65Mbps even in the evenings, so what's going on?

Re: Slow BB after Engineer Visit

Karl-TalkTalk — Thu, 16 Dec 2021 10:13:45 GMT

I'm showing sync at 68mb.

Can you power off the router for 30 minutes to clear the session, then retest and see what speeds you are getting over a wired connection.

Thanks

Karl.

Re: Slow BB after Engineer Visit

richandiben — Fri, 17 Dec 2021 11:29:46 GMT

Thanks, left it off overnight and now it's back to 60+Mbps 👍

Re: Slow BB after Engineer Visit

richandiben — Fri, 17 Dec 2021 11:33:41 GMT

....BUT my wifi signal has gone right down to my boosters. Why would shutting off the router overnight affect the wifi?

Re: Slow BB after Engineer Visit

Karl-TalkTalk — Fri, 17 Dec 2021 11:47:19 GMT

This should not affect the WiFi.

Try restarting the wifi adapters.

Thanks

Karl.

Re: Slow BB after Engineer Visit

richandiben — Fri, 24 Dec 2021 15:51:19 GMT

Just got my latest bill with a £65 charge for the engineers visit.

I could understand if I'd asked him to rewire the place but all he did was swap a wall socket, which I didn't ask him to do (there was nothing wrong with the existing one, just a bit old) and he never mentioned there would be a charge when he was at the house.

Not impressed.

Re: Slow BB after Engineer Visit

Chris-TalkTalk — Wed, 29 Dec 2021 11:38:42 GMT

Hi richandiben,

Could you take a look at the following help article, it explains exactly when you would and wouldn't be charged - Engineers charges

Thanks

Chris

Re: Slow BB after Engineer Visit

richandiben — Thu, 30 Dec 2021 15:28:01 GMT

Yes I read all that while trying to figure out why I'd been charged.

My internet was slow so I did an online check on the talktalk website which said there was a fault on the line and I should arrange an engineer to visit.

Open arrival the engineer tested the line and found a perfect connection at the main socket but said my speed would have be throttled because a fault had been detected and it's all automated...etc

Even though that socket was working perfectly he replaced it without prompt or request from myself saying it "looked a bit old and we don't fit these ones anymore"

I didn't watch him do the work, he just told me when he'd done and what he'd done.

Needless to say I was shocked to be charged the full £65 for a plastic wall socket I probably didn't need.

By any chance do these OpenReach engineers get a commission if they replace things but none if they don't?

Re: Slow BB after Engineer Visit

Karl-TalkTalk — Mon, 03 Jan 2022 10:35:57 GMT

The engineer charges are made by Openreach directly and this is actually around £180, TalkTalk pay the rest to Openreach, so we are also charged if the engineer determines an engineer visit is chargeable.

Karl.

Re: Slow BB after Engineer Visit

richandiben — Mon, 03 Jan 2022 11:28:38 GMT

Then I can assume you'll be investigating and I/we will receive a full refund?

Re: Slow BB after Engineer Visit

Arne-TalkTalk — Tue, 04 Jan 2022 14:31:06 GMT

Hi @richandiben

I can investigate this I first need to confirm some security questions

I have sent you a PM on the community

Regards