topic Re: Urgent Help for Significantly Reduced Speeds! in Fibre

Urgent Help for Significantly Reduced Speeds!

Scorpio71181 — Tue, 22 Feb 2022 21:33:13 GMT

Hi,

I have had the Fibre 65 Package since last year now and it had all run smooth from after the stabilisation period but now, for the last three days, the connection has being reduced from an average of 40 - 60 mbps to 1 - 3 mpbs (download). I have tried solutions on the service centre which none have worked and I cannot get through to customer service. I have tried factory resetting the router and have only connected up to one device and this has still not worked what can I do to get this sorted?

.docx file included with Speed Test Screenshot.

Thanks,

Tracy A.

Re: Urgent Help for Significantly Reduced Speeds!

ferguson — Tue, 22 Feb 2022 21:40:39 GMT

Have you suffered any severe weather in your area recently? Is the phone service working OK with no noise on the line? Subject to that this has been flagged to the support team for you and they will respond as soon as they can.

Re: Urgent Help for Significantly Reduced Speeds!

Scorpio71181 — Tue, 22 Feb 2022 22:04:32 GMT

Thanks for your reply,

we have suffered mild weather but not severe and our other TalkTalk services work without a problem!

Re: Urgent Help for Significantly Reduced Speeds!

ferguson — Tue, 22 Feb 2022 22:06:08 GMT

OK, the support team will check as soon as they can when they are back online tomorrow.

Re: Urgent Help for Significantly Reduced Speeds!

Debbie-TalkTalk — Wed, 23 Feb 2022 07:02:51 GMT

Hi Scorpio71181

I'm really sorry to hear this.

I've completed a line test which has detected a potential fault.

Is the router currently connected at the test socket?

Thanks

Debbie

Re: Urgent Help for Significantly Reduced Speeds!

Scorpio71181 — Wed, 23 Feb 2022 07:28:30 GMT

Hi Debbie, Thanks for your reply, the router is not connected to the test socket but I have tried this multiple times like the service center suggested

Re: Urgent Help for Significantly Reduced Speeds!

Debbie-TalkTalk — Wed, 23 Feb 2022 07:46:23 GMT

Hi Scorpio71181

Thanks for confirming this.

I have passed this fault straight over to Openreach to be investigated by a line engineer and we should receive further updates within the next 48-72hrs.

Please can you retest and let us know how the connection/speed compares?

Thanks

Debbie