topic Re: Not getting guaranteed speed. in Broadband

Not getting guaranteed speed.

redjack — Wed, 22 Nov 2023 12:37:59 GMT

Good afternoon.

I think there maybe an issue with my router.

The wifi has become poor, the router disconnects often and the my speed is 6mbps.

I have done the tests as per website but issues remain and the connection is extremely unreliable.

Please can someone assist.

Many thanks

Re: Not getting guaranteed speed.

KeithFrench — Wed, 22 Nov 2023 12:56:29 GMT

Please can you elaborate by answering these few questions:-

1. What make/model of router do you have (if this is a TalkTalk router, these details will be on a label on the rear or underside of it)?
2. What is the exact status of the lights on the front of the router when this happens?
3. If you have any wired connections, are they affected in the same way as wireless ones?

Re: Not getting guaranteed speed.

Karl-TalkTalk — Wed, 22 Nov 2023 13:00:48 GMT

Just to add, Tests are showing a possible issue on your line, and a possible loop fault.

Any issues with the home phone ?

Thanks

Karl.

Re: Not getting guaranteed speed.

redjack — Wed, 22 Nov 2023 13:07:41 GMT

Hi,

1/. TalkTalk Wi-Fi Hub - version SG4K100174

2/. Flashing Amber/White

3/. Not connectivity both wired and wireless when this occurs.

Tests via talk talk website make no mention of any fault.

Thanks.

.Speed

Re: Not getting guaranteed speed.

KeithFrench — Wed, 22 Nov 2023 13:14:10 GMT

Then this sounds like the problem detected by @Karl-TalkTalk. I'll leave you in his more than capable hands.

Re: Not getting guaranteed speed.

Karl-TalkTalk — Wed, 22 Nov 2023 13:19:49 GMT

the current sync speed is 6mb, the estimated speed or your line is around 32mb, so something is wrong.

Tests are showing a possible impairment in a copper joint, and also a loop fault near the premises.

If you can check the home phone nd see if there is any noise or crackling on the line, that can help identify the line is at fault.

I've a router on the way to you so that can be ruled out.

If tests still fail with a new router, preferably connected at the 'Test Socket' , then an engineer will be required.

Karl.

Re: Not getting guaranteed speed.

redjack — Wed, 22 Nov 2023 13:28:27 GMT

Hi,

Meant to say, have checked home phone but no crackle at present, though we no longer use the home phone.

Thanks for the router I will swap it as soon as recieved.

Nothing at our home has changed but I understand that there are road works in the area that started on Monday.

Look forward to testing with new router...

Thanks

Re: Not getting guaranteed speed.

Karl-TalkTalk — Wed, 22 Nov 2023 13:35:32 GMT

No Problem 🙂

Router should arrive in a day or two, connect up and let me know if anything changes.

Karl

Re: Not getting guaranteed speed.

redjack — Fri, 24 Nov 2023 15:45:43 GMT

Hi,

New router installed but no difference made to our speed.

Please escualte this to investigated further in relation to your observations of "Tests are showing a possible impairment in a copper joint, and also a loop fault near the premises."

Many thanks

Re: Not getting guaranteed speed.

Chris-TalkTalk — Mon, 27 Nov 2023 08:07:02 GMT

Hi redjack,

The next step will be to arrange an engineer visit, if you'd like us to do this please let us know and we'll confirm some details with you

Chris

Re: Not getting guaranteed speed.

redjack — Mon, 27 Nov 2023 08:17:02 GMT

Morning,

It needs to be resolved so please action an engineer to rectify this external fault.

Many thanks

Re: Not getting guaranteed speed.

Chris-TalkTalk — Mon, 27 Nov 2023 08:21:56 GMT

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: Not getting guaranteed speed.

redjack — Mon, 27 Nov 2023 08:33:09 GMT

Hi,

As you have said you have recognised a fault externally I understand the potential charges.

Should this not then be directed to Openreach?

Morning is preferred.

My number confirmed in private message link you sent.

Thanks

Re: Not getting guaranteed speed.

Chris-TalkTalk — Mon, 27 Nov 2023 09:32:22 GMT

Thanks for answering the security question. The line test is picking up a potential fault close to customer premises. Yes it will be an Openreach engineer. Are you available every day this week? Do you just want me to book the earliest AM appointment available?

Chris

Re: Not getting guaranteed speed.

redjack — Mon, 27 Nov 2023 10:09:26 GMT

Hi Chris,

Earliest as possible please, i work from home, which is proving difficult due to this issue, so I am about.

Thanks, I await confirmation.

Re: Not getting guaranteed speed.

Chris-TalkTalk — Mon, 27 Nov 2023 12:08:21 GMT

OK, I've booked the appointment for tomorrow morning - November 28 2023, AM - please let us know how you get on

Chris

Re: Not getting guaranteed speed.

redjack — Wed, 29 Nov 2023 16:57:41 GMT

Hi Chris,

The Openreach engineer came early yesterday and located the fault externally to my home.

This he rectified in a very professional and safe manner. He explained the issue concisely and I am pleased to say our broadband is back to full functionality.

I would like to thank yourself and Jack (Openreach Engineer) for the excellent service you have provided and for dealing with my fault in a timely understanding manner.

Many thanks!

Re: Not getting guaranteed speed.

Chris-TalkTalk — Thu, 30 Nov 2023 08:02:45 GMT

That's great news redjack, thanks for letting me know 🙂

Chris