topic Re: Not getting guaranteed Minimum speed in Fibre

Not getting guaranteed Minimum speed

Varil — Sat, 01 Apr 2023 22:21:25 GMT

Been with TT since Sept23, was getting connection in excess of 45/50Mbps, with a guaranteed minimum of 47.

Since mid feb, not been getting anything over 35. Nothing has changed in the property. TT sent out an engineer who confirmed that there is no issue with the wiring at the property. That was 10 days ago, i've heard nothing since.

I want my minimum speed. I dont see why i should be paying 100% of my bill to only recieve 75% of my services

Re: Not getting guaranteed Minimum speed

paulshent — Sun, 02 Apr 2023 11:07:17 GMT

Hi just curious. What package have you., and have you tried switching off router for 30 mins then powering back on to see if it connects at higher network speed. Does work most of the time.

Otherwise an OCE will be available on Monday office working hours

Re: Not getting guaranteed Minimum speed

Varil — Sun, 02 Apr 2023 12:37:51 GMT

Package is Fibre65, danced through all those hoops with webchat multiple times to no avail

Technician came out and looked at the set up, no issues, said they'd get some one to look at the network outside the property but I've heard nothing since

Re: Not getting guaranteed Minimum speed

Chris-TalkTalk — Mon, 03 Apr 2023 06:57:54 GMT

Hi Varil,

Line test is passing but your sync speed is low and there have been some disconnections over the last few days. Is your router currently connected to your test socket - Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: Not getting guaranteed Minimum speed

Varil — Mon, 03 Apr 2023 09:20:03 GMT

It is yes

Re: Not getting guaranteed Minimum speed

Chris-TalkTalk — Mon, 03 Apr 2023 09:26:25 GMT

OK thanks. Are you experiencing any problems with your telephone service, any noise on the line?

Chris

Re: Not getting guaranteed Minimum speed

Varil — Mon, 03 Apr 2023 09:41:21 GMT

Don't have a handset attached to check. Never used the line for calls

Re: Not getting guaranteed Minimum speed

Chris-TalkTalk — Mon, 03 Apr 2023 09:43:32 GMT

OK thanks. We can arrange an engineer visit to investigate, 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 Minimum speed

Varil — Mon, 03 Apr 2023 09:44:46 GMT

I had an engineer visit 2 weeks ago, they found no issues in the property. They said the issue was on the network

Re: Not getting guaranteed Minimum speed

Chris-TalkTalk — Mon, 03 Apr 2023 09:51:07 GMT

The engineer will be an BT Openreach engineer, they'll be able to check the line

Chris

Re: Not getting guaranteed Minimum speed

Varil — Mon, 03 Apr 2023 09:52:44 GMT

Just checked my records and engineer came on March 22nd.

They checked line etc in property and told me it would be escalated to Open Reach as the issue was on the network. I've heard nothing back.

Re: Not getting guaranteed Minimum speed

Chris-TalkTalk — Mon, 03 Apr 2023 09:53:54 GMT

OK thanks, would you like us to arrange an Openreach engineer visit?

Chris

Re: Not getting guaranteed Minimum speed

Varil — Mon, 03 Apr 2023 09:54:05 GMT

Wednesday after Easter, all day I'm free.

Saturday this week before midday is good too

Re: Not getting guaranteed Minimum speed

Chris-TalkTalk — Mon, 03 Apr 2023 09:56:13 GMT

OK thanks, if you'd like us to arrange the engineer visit can you confirm:

That you accept potential Engineers charges
Confirm your mobile number

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

Thanks

Chris

Re: Not getting guaranteed Minimum speed

Varil — Mon, 03 Apr 2023 10:04:09 GMT

I accept

Re: Not getting guaranteed Minimum speed

Chris-TalkTalk — Mon, 03 Apr 2023 10:19:17 GMT

Hi Varil,

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

Chris