topic Re: Poor Broadband Speed issue REP-14265006 in Fibre

Poor Broadband Speed issue REP-14265006

Martin1st — Fri, 03 May 2024 12:15:30 GMT

Need somehow to get problem escalated.

Talk talk sent home engineer who proved problem is not inside property and said he would escalate the issue.

Talk talk seem to believe problem is solved as per screen shot:-

Unable to connect with chat as button does not function on page.

Therefore hoping someone here can arrange confirmation of action being taken.

Re: Poor Broadband Speed issue REP-14265006

Chris-TalkTalk — Fri, 03 May 2024 13:18:46 GMT

Hi Martin1st,

Line test is picking up a potential problem. Can I just ask, are you experiencing any problems with your telephone service, is there a dial tone? Is there any noise on the line?

Chris

Re: Poor Broadband Speed issue REP-14265006

Martin1st — Fri, 03 May 2024 13:40:59 GMT

Hi, We have a slow broadband speed of about half that we should get.
We also have a noisy telephone line as confirmed yesterday by the Talktalk engineer that came out. He confirmed that he would escalate the call but it seems that nothing is happening according to the information on my account.

Re: Poor Broadband Speed issue REP-14265006

Martin1st — Fri, 03 May 2024 13:42:44 GMT

Sorry phone does have a dial tone and calls can be made and received but very difficult to hear and have a conversation.

Re: Poor Broadband Speed issue REP-14265006

Chris-TalkTalk — Fri, 03 May 2024 13:53:26 GMT

OK thanks. We'll need to arrange an Openreach engineer visit to investigate the noise on the line as this is probably also causing the slow speeds. If you'd like us to arrange the engineer please let me know and I'll confirm some details with you

Chris

Re: Poor Broadband Speed issue REP-14265006

Martin1st — Fri, 03 May 2024 13:58:10 GMT

Hi, Yes please arrange an Openreach engineer, what details do you need?

Re: Poor Broadband Speed issue REP-14265006

Chris-TalkTalk — Fri, 03 May 2024 14:17:47 GMT

OK 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: Poor Broadband Speed issue REP-14265006

Martin1st — Fri, 03 May 2024 14:27:31 GMT

Hi,

will accept potential engineer charges, your engineer has already checked in house connections and confirmed all okay.
Monday to Friday 1pm to 6pm is acceptable.
Look forward to receiving confirmation,

many thanks for your support.

Re: Poor Broadband Speed issue REP-14265006

Chris-TalkTalk — Fri, 03 May 2024 14:39:47 GMT

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

Chris

Re: Poor Broadband Speed issue REP-14265006

Chris-TalkTalk — Fri, 03 May 2024 14:49:11 GMT

I've booked the first afternoon appointment available - May 08 2024, PM - please let us know how you get on

Chris

Re: Poor Broadband Speed issue REP-14265006

Martin1st — Wed, 08 May 2024 18:23:09 GMT

Hi, Openreach came out today, remade some new connections in road. However he did not come up with a solution. He said he would escalate the problem and to expect another visit.
However, Talktalk now keep sending stupid communications to say problem resolved when it clearly is not and no easy route to discuss with anyone.
Hope that you can check and make sure that Openreach is still on the case.

Re: Poor Broadband Speed issue REP-14265006

Chris-TalkTalk — Thu, 09 May 2024 07:57:36 GMT

Hi Martin,

Openreach have cleared and closed the fault. The engineer notes say that the engineer found and fixed the issue. There is no mention of further action needing to be taken and line test is now passing. Is the telephone line still noisy?

Chris

Re: Poor Broadband Speed issue REP-14265006

Martin1st — Thu, 09 May 2024 09:02:56 GMT

Hi Chris,

Openreach Engineer made some reconnections in a couple of places outside of property, he identified another potential problem about one hundred yards away but was unable to gain access to the cover as a car was parked over it.

He said that he was only asked to clear a noise issue, which he has. The phone noise is now not an issue.

However internet speed is still around 30Mbs. Which is my main concern.

He said before he left that he would escalate the call to investigate broadband speed and would probably be Friday when an engineer would return. Managed to contact him a little while ago.
it seems he had to close this job down before he could raise a new one, so I should be getting another visit.

hope your system is updated and you can confirm that this is in hand.

regards,

Martin

Re: Poor Broadband Speed issue REP-14265006

Chris-TalkTalk — Thu, 09 May 2024 09:05:29 GMT

OK thanks Martin. Could you switch your router off and leave it off for at least 30 minutes then switch back on and check to see if there's any speed improvement. Please let me know how you get on

Chris

Re: Poor Broadband Speed issue REP-14265006

Martin1st — Thu, 09 May 2024 10:52:42 GMT

Hi Chris,
I had already done a reboot earlier and saw an increase to around 42Mbs. Just repeated with half hour off period speed still around 42Mbs

Martin

Re: Poor Broadband Speed issue REP-14265006

Chris-TalkTalk — Thu, 09 May 2024 11:08:28 GMT

OK thanks. Sync speed is currently showing at 46.4Mbps. As the engineer seems to have fixed an issue on the line I think we should leave it for at least 48 hours to see if the line management system (DLM), moves you to a faster line profile

Chris

Re: Poor Broadband Speed issue REP-14265006

Martin1st — Thu, 09 May 2024 11:29:40 GMT

Hi Chris,

That’s okay, however he identified the other suspect connection which I mentioned earlier, the one he was unable to gain access to yesterday.

This could still be an issue going forward.

Regards,

Martin

Re: Poor Broadband Speed issue REP-14265006

Chris-TalkTalk — Thu, 09 May 2024 11:35:12 GMT

He's not mentioned any other issues that I can see but if the speed doesn't improve then we can arrange another engineer visit specifically to look at the broadband issue

Chris

Re: Poor Broadband Speed issue REP-14265006

Martin1st — Wed, 15 May 2024 06:06:58 GMT

Hi Chris,

Over the last few days download speed has crept up to around 47Mbs, this is still lower than the 50 to 53Mbs that I was previously getting (measured using wireless speed test). The upload speed is also struggling at around 5Mbs.

I am concerned that the connection is living on he edge of stability and will probably deteriorate again.

Regards,

Martin.

Re: Poor Broadband Speed issue REP-14265006

Chris-TalkTalk — Wed, 15 May 2024 07:34:03 GMT

Hi Martin,

Thanks for the update. Line test is passing, current sync speed is 50.6Mbps downstream and 9.0Mbps upstream. DLM has been moving your to faster profiles over the last few days which would indicate that the connection is stable with a low error count. Hopefully you'll see a further improvement over the next day or so

Chris