topic Re: Fibre 250 slower than guaranteed minimum speed in Broadband

Fibre 250 slower than guaranteed minimum speed

Mykola87 — Fri, 12 May 2023 18:20:33 GMT

When I signed up for the Fiber 250 package nearly 2 years ago I was told

"You can look forward to an estimated download speed between 234.2Mbps and 322.5Mbps with a minimum guaranteed speed of 209.2Mbps."

Today when I check my account the guaranteed minimum has changed to just 107Mbps.

When did this change happen and why wasn't I informed? The speedtest within My Account claims I'm getting 110mbps to the router so just above the "minimum". Is there anything that can be done?

I've tried all the usual steps (rebooting router, restarting devices, using a cabled device instead of WiFi etc)

Re: Fibre 250 slower than guaranteed minimum speed

Gliwmaeden2 — Fri, 12 May 2023 20:52:35 GMT

Don't fiddle with things over the weekend, @Mykola87.

Leave everything switched on as usual so that if support staff are running a test it will have been on for several days continually.

They will be back early on Monday, so look out for their response after the weekend.

Re: Fibre 250 slower than guaranteed minimum speed

Anonymous — Mon, 15 May 2023 06:33:10 GMT

Morning,

I'm sorry to hear this. I've run a test on the line now which has detected a potential fault towards the property. Can I just confirm, has the set up changed at all since the engineer set this up? Is the modem and router still connected to the main socket? Have you added any new equipment to the line on any extension sockets? Is the voice service ok with no noise on the line?

Thanks

Re: Fibre 250 slower than guaranteed minimum speed

Mykola87 — Tue, 03 Oct 2023 21:54:00 GMT

Sorry for the delay, partly forgot I posted and partly haven't had time to diagnose,

I can confirm there have been no changes since the initial setup, I don't have a phone handset to test the line ( I don't have a voice service at anyrate) modem and router are still connected to the master socket (only socket available), no new equipment has been added to my setup.

Re: Fibre 250 slower than guaranteed minimum speed

Gliwmaeden2 — Tue, 03 Oct 2023 22:09:24 GMT

Re-escalating this thread for you, @Mykola87, as it's been out of the workflow for a long time.

Look out for a response from staff during the day - and keep in touch through the thread!

Re: Fibre 250 slower than guaranteed minimum speed

Chris-TalkTalk — Wed, 04 Oct 2023 06:36:42 GMT

Hi Mykola87,

Line test is passing and router is in sync at 148Mbps. Could you switch the modem and router off and leave them off for at least 30 minutes then switch back on and retest. Please let us know if there's any improvement

Chris

Re: Fibre 250 slower than guaranteed minimum speed

Mykola87 — Fri, 13 Oct 2023 17:16:42 GMT

Thanks for checking, that's about what I'm seeing here still after the 30min power cycle, it seems to have improved the latency on the line but the downloads are still far below what we originally signed up for.

Re: Fibre 250 slower than guaranteed minimum speed

Karl-TalkTalk — Mon, 16 Oct 2023 07:06:14 GMT

Line is in sync at 155mb currently, but this is below the estimated range for the line. Would you like to arrange an engineer ?

Karl.

Re: Fibre 250 slower than guaranteed minimum speed

Mykola87 — Mon, 16 Oct 2023 19:53:33 GMT

Hi Karl,

Yes please if you could log this for me, that would be great.

Many thanks

Re: Fibre 250 slower than guaranteed minimum speed

Chris-TalkTalk — Tue, 17 Oct 2023 06:33:20 GMT

Hi Mykola87,

If you'd like us to arrange an engineer visit can you confirm:

That you accept potential Engineers charges
Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.
Confirm your mobile number

I've also sent you a PM to confirm some other details

Thanks

Chris

Re: Fibre 250 slower than guaranteed minimum speed

Mykola87 — Tue, 17 Oct 2023 12:17:55 GMT

Yes that’s fine, mornings are best (Thursday or Fridays if possible)

Re: Fibre 250 slower than guaranteed minimum speed

Chris-TalkTalk — Tue, 17 Oct 2023 12:39:21 GMT

Hi Mykola87,

I've sent you a PM requesting a little more information

Chris

Re: Fibre 250 slower than guaranteed minimum speed

Mykola87 — Thu, 19 Oct 2023 14:36:55 GMT

I’ve tried providing this but getting an error when providing my name and contact number

Re: Fibre 250 slower than guaranteed minimum speed

Chris-TalkTalk — Fri, 20 Oct 2023 06:27:17 GMT

Hi Mykola87,

I've booked the engineer for October 26 2023, AM - please let us know how you get on

Chris