topic Re: Broadband half guaranteed speed in Broadband

Broadband half guaranteed speed

Sunnyspirals — Fri, 31 Dec 2021 20:26:33 GMT

I have fibre 35 which has a guaranteed speed of over 30mb/s. We actually get a maximum of 15mb/s. The speed to the router is 15mb/s but we get less than that on wireless gadgets.

I spent a long time on the web chat three days ago running through diagnostic checks. I was told that the speed should increase within 3 days. The speed has not and is still running at less than 15mb/s.

What do I do next to get the speed I should be getting?

Re: Broadband half guaranteed speed

Skynet_TX — Fri, 31 Dec 2021 21:41:04 GMT

Hi @Sunnyspirals,

It would be worth going to the Service Centre to run a connection test on your line (although the web chat team should have already checked this), this will indicate if there is currently a fault affecting your service. You can also access this from the ‘My Account’ site.

Also, if you have a landline phone can you check to see if that is working normally (i.e. you have a clear dial tone and no noise on the line).

If your master phone socket has a test socket then you could also try the router in there, that would then eliminate any of the phone wiring in your home as being a possible cause of the problem (although you may need to leave the router connected at the test socket for 72+ hours before you would start to see a speed increase if this was the cause of the problem).

For one of the TalkTalk staff on this community to be able to look into this you will need to update your community profile to include your name, landline telephone number that your TalkTalk service is provided on & an alternative contact number. This will allow them to identify you, and they will then be able to help.

Don't post any personal details in this thread, just add them to your community profile.

Then they will hopefully be able to respond to this post within a few working days.

Re: Broadband half guaranteed speed

Sunnyspirals — Sat, 01 Jan 2022 17:35:37 GMT

Thank you. I have updated my details and I hope that someone will get in touch soon.

I have been to the service centre and run through the checks there and did similar with the chat advisor online.

Rather oddly my Dad, who lives nearby, had a total broadband outage last week. He phoned TalkTalk and spoke to an engineer. They fixed his problem but then also asked what speed he was getting. His speed was much like mine- promised 30+ but only getting 15- and the engineer did something at his end and Dad’s speed suddenly improved! I feel like the speed is being limited somewhere?

Re: Broadband half guaranteed speed

Anonymous — Tue, 04 Jan 2022 07:25:45 GMT

Hello,

I'm sorry for the delay. I've run a test on the line now which has detected a loop fault which can often be caused by internal wiring or equipment connected to the line. Does your main socket have a test socket please?

Thanks

Re: Broadband half guaranteed speed

Sunnyspirals — Tue, 04 Jan 2022 08:34:57 GMT

Thank you for doing that. No, it doesn’t.

Re: Broadband half guaranteed speed

Anonymous — Tue, 04 Jan 2022 08:43:18 GMT

Hi,

Ok thanks for confirming. Is the router connected to the main socket? Do you have any extension sockets?

Thanks

Re: Broadband half guaranteed speed

Sunnyspirals — Tue, 04 Jan 2022 09:28:59 GMT

The router is connected to the main socket through a splitter as the phone line is also connected to the same socket. There is another socket in another room that is not used.

Re: Broadband half guaranteed speed

Anonymous — Tue, 04 Jan 2022 09:36:03 GMT

Hello,

Ok. Would it be possible to remove the microfilter, router and phone from the line for 30 minutes so we can re-run the line test again with no equipment connected to the line please?

Thanks

Re: Broadband half guaranteed speed

Sunnyspirals — Tue, 04 Jan 2022 09:48:08 GMT

I’m about to go out. I will reply again once I’m home.

Re: Broadband half guaranteed speed

Anonymous — Tue, 04 Jan 2022 09:49:51 GMT

Hi,

Apologies for the confusion, do you mean that the equipment is removed now or that you will be able to do this later on?

Thanks

Re: Broadband half guaranteed speed

Sunnyspirals — Tue, 04 Jan 2022 11:49:30 GMT

Sorry, just got back in. I will unplug from the socket at midday for half an hour

Re: Broadband half guaranteed speed

Sunnyspirals — Tue, 04 Jan 2022 12:01:33 GMT

It is unplugged now

Re: Broadband half guaranteed speed

Anonymous — Tue, 04 Jan 2022 12:08:13 GMT

Hi,

Thanks for confirming. I've re-run the line test again now and the loop fault is still present. Can I just confirm, does the main socket look like any of the below?

Your guide to main phone sockets

Thanks

Re: Broadband half guaranteed speed

Sunnyspirals — Tue, 04 Jan 2022 12:35:03 GMT

Yes, like the non NTE one

Re: Broadband half guaranteed speed

Sunnyspirals — Tue, 04 Jan 2022 15:48:33 GMT

Is anybody there?

Re: Broadband half guaranteed speed

Karl-TalkTalk — Tue, 04 Jan 2022 15:54:03 GMT

As the loop fault is still present with no equipment connected, the next option is to progress towards an engineer for you. Please note however that Openreach will only support the line up to the master socket. If the loop is caused by faulty internal wiring to your extension socket then this would be a chargeable visit.

Would you like to progress to an engineer now ?

Thanks

Karl.

Re: Broadband half guaranteed speed

Sunnyspirals — Tue, 04 Jan 2022 15:56:02 GMT

Yes please

Re: Broadband half guaranteed speed

Karl-TalkTalk — Tue, 04 Jan 2022 16:01:36 GMT

I've sent you a PM with some details to complete.

Thanks

Karl.

Re: Broadband half guaranteed speed

Sunnyspirals — Tue, 04 Jan 2022 16:33:46 GMT

Got your message and replied.

will I get another message once the engineer is booked?

Re: Broadband half guaranteed speed

Chris-TalkTalk — Wed, 05 Jan 2022 08:09:42 GMT

Hi Sunnyspirals,

I've sent you a PM

Chris