topic Re: New Fibre Connection Is Just As Bad in Fibre

New Fibre Connection Is Just As Bad

Ryoma2040 — Sat, 01 Jul 2023 11:01:53 GMT

I recently switched to fibre from the regular 'fast broadband' (Activated on the Tuesday, it is now Saturday) because of repeated problems with the line slowing, disconnecting and occasionally being off completely for days at a time. I was told by several people that those issues were due to the old copper line so swapping to fibre would solve that as it is a newer and completely different line.
Initially the speeds were about the same (3.1 Mbps down on copper vs 3.5 Mbps on fibre) and since I live in the middle of nowhere, this was pretty much what I was expecting.
However, on Thursday the connection dropped to 3.2 Mbps and on Friday was 2.8 Mbps. Now on Saturday it is 1.8 Mbps and I am being subjected to random disconnects again. So the issue has clearly not been resolved by swapping to fibre.

This morning I ran the line test on the TalkTalk website and it registered a fault on the line.
I tried to explain this to the TalkTalk team on Twitter who told me that my line was showing no issues and that I should be happy with my speed of 1.8 Mbps because that was slightly better than their last recorded test of 1.6 Mbps. They then attempted to blame my home devices for the issue and did not seem to understand that the connection itself was dropping and reconnecting slower each time.

This has been going on for a month now and I'm at the breaking point.
All connection speeds were taken from the TalkTalk Wi-Fi Hub Dashboard and ARE NOT 3rd party speed tests.

Any help is appreciated.

Re: New Fibre Connection Is Just As Bad

Ryoma2040 — Sat, 01 Jul 2023 11:24:25 GMT

This is what I'm dealing with. It's like talking to a brick wall.

Re: New Fibre Connection Is Just As Bad

ferguson — Sat, 01 Jul 2023 11:55:49 GMT

From what you have said, the only "Fibre" connection here will be between the telephone exchange and your nearest cabinet. The last part of the connection will be as it was, on the copper line to your home. And judging by the numbers you mention your cabinet is some distance away. That being the case, only a swap to a Full Fibre connection to your home would be likely to provide any significant improvement in speed. If that is not possible where you live then you have been somewhat misled in my opinion. Although, just to add to the confusion, so-called "Faster Fibre" services are these days generally cheaper than regular broadband.

This has been escalated to the support team here for you and they will advise further when they are back online from Monday.

Re: New Fibre Connection Is Just As Bad

Ryoma2040 — Sat, 01 Jul 2023 12:04:56 GMT

One of the reasons I swapped to the fibre was that it was cheaper than staying on the regular broadband. I wasn't expecting any miracles in terms of speed but I did at least hope it would solve some of the issues with line quality.
I guess I'll wait until Monday then. Thank you.

Re: New Fibre Connection Is Just As Bad

Anonymous — Mon, 03 Jul 2023 06:03:15 GMT

Morning,

I'm sorry for the delay. I've run a test on the line now which hasn't detected a fault, however I can see that the sync speed is varying. Does your main socket have a test socket please?

Thanks

Re: New Fibre Connection Is Just As Bad

Ryoma2040 — Mon, 03 Jul 2023 11:27:18 GMT

There is no test socket as far as I can see.
It's a Master Socket 5C if that helps at all.

Re: New Fibre Connection Is Just As Bad

Anonymous — Mon, 03 Jul 2023 11:32:57 GMT

Hello,

The NTE5 5C main socket should have a test socket. Does it look like the below?

Your guide to main phone sockets - TalkTalk Help & Support

Thanks

Re: New Fibre Connection Is Just As Bad

Ryoma2040 — Mon, 03 Jul 2023 11:45:24 GMT

Okay, I've plugged into the test socket.

Re: New Fibre Connection Is Just As Bad

Anonymous — Mon, 03 Jul 2023 11:53:03 GMT

Hi,

Thank you. The line test is now detecting a potential voice fault. Are you experiencing any issues with the voice service such as noise on the line or no dial tone as this can affect the broadband connection?

Thanks

Re: New Fibre Connection Is Just As Bad

Ryoma2040 — Mon, 03 Jul 2023 12:09:22 GMT

There is a bit of a crackle on the line but there is still a dial tone.

Re: New Fibre Connection Is Just As Bad

Anonymous — Mon, 03 Jul 2023 12:18:47 GMT

Hello,

Thanks for confirming. As the line test has detected a potential external line fault, I've passed this over to Openreach now for an external line investigation to be completed. We will re-check again first thing in the morning for an update on the fault for you.

Thanks

Re: New Fibre Connection Is Just As Bad

Ryoma2040 — Mon, 03 Jul 2023 12:21:17 GMT

Thank you very much.

Re: New Fibre Connection Is Just As Bad

Anonymous — Mon, 03 Jul 2023 12:24:43 GMT

Hi,

No problem. We usually advise it can take between 48-72hrs but hopefully there will be an update at some point tomorrow.

Thanks

Re: New Fibre Connection Is Just As Bad

Anonymous — Tue, 04 Jul 2023 06:03:19 GMT

Morning,

No additional updates as yet. We'll re-check again later on this afternoon.

Thanks

Re: New Fibre Connection Is Just As Bad

Anonymous — Tue, 04 Jul 2023 12:09:49 GMT

Good afternoon,

I've re-checked again and no additional updates as yet, the fault is still under investigation with Openreach. I will check again first thing tomorrow morning.

Thanks

Re: New Fibre Connection Is Just As Bad

Anonymous — Wed, 05 Jul 2023 05:46:07 GMT

Morning,

It looks like they are working on the fault today so hopefully we will know more by this afternoon.

Thanks

Re: New Fibre Connection Is Just As Bad

Ryoma2040 — Wed, 05 Jul 2023 13:15:38 GMT

That's good to hear!

Thanks for keeping me updated.

Re: New Fibre Connection Is Just As Bad

Anonymous — Thu, 06 Jul 2023 05:57:01 GMT

Morning,

No additional updates as yet. Have you seen Openreach outside the property?

Thanks

Re: New Fibre Connection Is Just As Bad

Ryoma2040 — Thu, 06 Jul 2023 10:25:25 GMT

No, I haven't seen them at all.

Re: New Fibre Connection Is Just As Bad

Chris-TalkTalk — Thu, 06 Jul 2023 10:38:59 GMT

Ok thanks, I'll check for further updates later

Chris