topic Re: Fibre 250 - Sub 150 Speed in Fibre

Fibre 250 - Sub 150 Speed

Fodderdude — Thu, 11 Apr 2024 16:03:49 GMT

Hi.

I have moved from Sky Ultrafast FTTC which provided average speeds of 150Mbps.

We signed up for Fibre 250 over the phone and told that the maximum speed the line can support is 327Mbps, average download speeds of 237 and a minimum guaranteed speed of 212Mbps.

I have spoken to cancellations team who have advised that I definitely should be getting speeds more than we are getting which is 142Mbps when I plug ethernet directly into the router or modem.

I have having difficulty getting technical support to understand this.

Is there anyone that can assist with this?

Thanks.

Re: Fibre 250 - Sub 150 Speed

Fodderdude — Thu, 11 Apr 2024 16:31:47 GMT

Update:

Forgot to mention, this is plugged directly into the modem without the router in place.

Makes no difference.

Thanks.

Re: Fibre 250 - Sub 150 Speed

Chris-TalkTalk — Fri, 12 Apr 2024 06:15:44 GMT

Hi Fodderdude,

I'm sorry to hear that you are experiencing problems with your service. Have you tried connection your modem to your test socket, if not then can you give this a try and let us know if there's any speed improvement

Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: Fibre 250 - Sub 150 Speed

Fodderdude — Fri, 12 Apr 2024 06:33:40 GMT

Hi @Chris-TalkTalk .

Already tried to test socket, makes no difference.

Thanks.

Re: Fibre 250 - Sub 150 Speed

Chris-TalkTalk — Fri, 12 Apr 2024 06:39:18 GMT

OK thanks. To investigate further we'll need 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: Fibre 250 - Sub 150 Speed

Fodderdude — Fri, 12 Apr 2024 06:52:34 GMT

Hi again.

Yes that would be fine, although I do have a simple question. Does the provider not set speed profiles to limit difference between packages, example Fibre 150 would have a limit that wouldn't go into the 250 speeds even if the line was capable or is that set at exchange level?

It certainly just appears to be something around those lines if that makes sense.

Thanks

Re: Fibre 250 - Sub 150 Speed

Chris-TalkTalk — Fri, 12 Apr 2024 08:11:10 GMT

Yes, line profiles are set automatically by the line management system (DLM) but that's not the issue here as your line profile isn't limiting your speed.

if you'd like to go ahead with the 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.

Thanks

Chris

Re: Fibre 250 - Sub 150 Speed

Fodderdude — Fri, 12 Apr 2024 08:31:43 GMT

Hi @Chris-TalkTalk .

I am available Monday and Friday next week, all day for either.

Thanks.

Re: Fibre 250 - Sub 150 Speed

Chris-TalkTalk — Fri, 12 Apr 2024 09:05:42 GMT

Hi Fodderdude,

Thanks, could you please confirm that you accept potential engineer charges and I'll book the appointment

Chris

Re: Fibre 250 - Sub 150 Speed

Fodderdude — Fri, 12 Apr 2024 09:48:14 GMT

Hi Chris.

I accept the potential charges.

Thanks.

Re: Fibre 250 - Sub 150 Speed

Chris-TalkTalk — Fri, 12 Apr 2024 09:54:09 GMT

OK thanks, I'll book the engineer now and get back to you with the details

Chris

Re: Fibre 250 - Sub 150 Speed

Chris-TalkTalk — Fri, 12 Apr 2024 10:05:30 GMT

I've booked engineer appointment for - April 15 2024, AM - please let us know how you get on

Chris

Re: Fibre 250 - Sub 150 Speed

Fodderdude — Mon, 15 Apr 2024 09:48:52 GMT

Hi.

Engineer attended this morning.

Test from DSL cable to his equipment 240Mbps to 260Mbps, as soon as modem plugged in, drops to 158Mbps.

He called TalkTalk and they refused to replace modem or do anything else as apparently my minimum guarantee speed is 155Mbps.

This is NOT what I agreed to on the phone and if it was I would have stayed with Sky as we already got this.

I believe this might need to be dealt with as a formal complaint?

Are you able to assist or advise further.

Thanks.

Re: Fibre 250 - Sub 150 Speed

Chris-TalkTalk — Mon, 15 Apr 2024 13:02:05 GMT

Hi Fodderdude,

Thanks for the update. Have you spoken to anyone since your post as I can see that a replacement modem is on order?

Chris

Re: Fibre 250 - Sub 150 Speed

Fodderdude — Mon, 15 Apr 2024 13:40:24 GMT

Hi @Chris-TalkTalk .

I have spoken to someone and 45 minutes into the call they agreed to replace the modem.

My concern now is that I am being told by multiple people that the speeds like maximum, average and minimum are different to what I agreed on sales call.

I did speak to cancellation team and they can see the speeds I was given, not the speeds tech say.

I am very concerned and frustrated by this, I left my previous provider for better speeds which now looking at it, it wasn't worth.

Thanks.

Re: Fibre 250 - Sub 150 Speed

Chris-TalkTalk — Mon, 15 Apr 2024 13:46:55 GMT

OK thanks. If the engineer is getting 250Mbps to his equipment then hopefully the replacement modem will resolve the problem

Chris

Re: Fibre 250 - Sub 150 Speed

Fodderdude — Mon, 15 Apr 2024 15:52:30 GMT

Hi @Chris-TalkTalk .

Judging so far by the support received and the constant wrong information I don't hold much hope of getting this resolved.

Below is what the line is actually capable of.

Thanks.

Re: Fibre 250 - Sub 150 Speed

Chris-TalkTalk — Tue, 16 Apr 2024 07:00:38 GMT

OK thanks, you should have the new modem either today or tomorrow, hopefully it will resolve the problem

Chris

Re: Fibre 250 - Sub 150 Speed

Fodderdude — Thu, 18 Apr 2024 07:49:08 GMT

Hi @Chris-TalkTalk .

The replacement modem has made no difference.

This is why it seems like the line is potentially being limited.

Are the modems configured with a profile?

Are TalkTalk able to provide a 3rd party modem such as an Openreach modem? Or would I have to purchase my own for like eBay?

Or would a DrayTek Vigor 166 modem be compatible with the service?

Thanks.

Re: Fibre 250 - Sub 150 Speed

Chris-TalkTalk — Thu, 18 Apr 2024 09:03:28 GMT

Sorry to hear that there's been no improvement. The modems aren't configured with a profile, the profile is set by DLM and doesn't appear to be limiting the speed. We don't supply 3rd party modems.

Do you currently just have the modem connected to the master socket?

Chris