topic Re: Request for Tech Support Update in Fibre

Request for Tech Support Update

cheshireguy1 — Wed, 15 Feb 2023 11:05:57 GMT

Request to TT for tech query update

On 7 February I switched from TalkTalk (TT) broadband only (line with BT) to TT Fibre to Cabinet – Fibre 65, with a calls boost. Minimum speeds per the contract are download (DL) 40.2 Mbps and upload (UL) 18 Mbps.

My DL speed (both Ethernet and Wi-Fi) is regularly 46.1 Mbps – no problem. My UL (both Ethernet and Wi-Fi) speed is 5.8 -6.0 Mbps – which is odd.

I rang Tech support and a helpful guy instantly said he thought the UP speed should be at least a minimum of 11 Mbps and that he would do some tests. After about 20 minutes the line was disconnected and reconnected, so the call was lost.

He did not call back so I rang again repeating my enquiry. The lady tested the DL speed and told me that the DL speed was above the guarantee, which is what I had told her. For probably 30 minutes she said she was doing further tests, in silence except when I enquired on progress when she communicated only that it was not UL tests she was doing. Then the line was disconnected and reconnected, so the call was lost. She did not call back even though she had my landline and mobile numbers.

I can understand that they may have accidentally or of necessity cut off the call but not why they were not customer focused enough to call me back. My calls were amicable so there was no reason for them to terminate the calls.

Please could the TT staffer monitoring this topic give me a status update - or advise how I can speak to someone prepared to take ownership of my enquiry and communicate effectively? My community profile is up to date.

Thanks. (You guys have always been so helpful on the email topic page.)

Re: Request for Tech Support Update

Chris-TalkTalk — Wed, 15 Feb 2023 12:22:37 GMT

Hi cheshireguy1,

Your line profile isn't restricting your speed so could you switch your router off and leave it off for at least 30 minutes, then switch back on and retest. Please let us know how you get on

Chris

Re: Request for Tech Support Update

cheshireguy1 — Wed, 15 Feb 2023 13:40:28 GMT

Thanks Chris. I have switched off the router for 38 minutes and switched on again.

First testing with (short) wired Ethernet to desktop.

Router displays download 49 Mbps and upload 6.4 Mbps.

TalkTalk website speed test result is download 47 Mbps with no upload speed displayed.

Test via thinkbroadband.com shows download 45.8 Mbps and upload 5.8Mbps.

Then testing with Wi-Fi on laptop in the same room.

Test via thinkbroadband.com shows download 45.8 Mbps and upload 5.9Mbps

Not sure what you mean by line profile but would welcome solution and improvement. Thanks.

Re: Request for Tech Support Update

Chris-TalkTalk — Wed, 15 Feb 2023 13:43:21 GMT

Thanks for trying that, is your router currently connected to your test socket?

Chris

Re: Request for Tech Support Update

cheshireguy1 — Wed, 15 Feb 2023 13:49:17 GMT

Sorry not sure meaning of test socket. Router is connected to electricity socket , phone socket (with filter) and by Ethernet to PC,

Re: Request for Tech Support Update

cheshireguy1 — Wed, 15 Feb 2023 14:01:14 GMT

Just googled ‘test socket’. During BT work 30 years ago to add sockets (when they ‘cut corners’ during a busy period), the original test socket disappeared and the line enters the property in 2 places, one upstairs for the router’s socket. That has worked well for a Netgear Router and TT broadband since TT were established in the UK.

Re: Request for Tech Support Update

Karl-TalkTalk — Wed, 15 Feb 2023 14:58:19 GMT

If none of the phone sockets have a test socket, do you know which is the master socket - the first socket where the phone line enters the property ?

Karl.