topic Re: Slow Fibre 150 - Multiple engineer visits already in Fibre

Slow Fibre 150 - Multiple engineer visits already

DanielGaze — Wed, 12 Jun 2024 14:20:32 GMT

Hi there, I have seen a few posts regarding slow speeds with Fibre 150 that seem to be similar to the problems I have been experiencing (since contract started really)

I seem to be almost always achieving only approx 35-39 MB download speeds instead of anywhere near the guaranteed minimum. If you were to look at the daily/monthly average speeds over the course of the contract (which I imagine can be done), you'd see that it averages out at about 35MB.

I've had 3 visits so far (possibly four including today!) and many many hours on Chat or Phone. The Chat is incredibly useless unfortunately, although I appreciate they are running through scripts. I connected via ethernet to the router to test speeds (same result) but the chat suggested WIFI Guides and tips (makes no sense!)

I'm not sure where to go with this really, in the 3 visits I've had the engineer has done 'something' which has increased speeds to 95-99MB, still under the guarantee but better. Each time though, after a week or two, the speeds fall to 30MB again. I should raise this more each time, but as I'm sure you can appreciate it is really painful to do so.

Todays engineer visit was signed off as resolved with no change to speeds at all - not sure they did anything really.

Any suggestions or help would be appreciated, if its not resolved this time then I'd definitely be looking to initiate the 30 day non-resolved cancellation policy (with no charges), as it's been a long and painful road trying to get the speeds I pay for.

Thanks and apologies for the wall of text!

Dan

Re: Slow Fibre 150 - Multiple engineer visits already

KeithFrench — Wed, 12 Jun 2024 14:56:30 GMT

Hi @DanielGaze

Which make/model of router do you have?

Does this only affect wireless connected devices or wired (Ethernet) ones as well?

Re: Slow Fibre 150 - Multiple engineer visits already

DanielGaze — Wed, 12 Jun 2024 14:59:36 GMT

Keith thanks for responding, its the TalkTalk Wifi Hub - Sagacom (does that help?) And this affects both wireless and wired - I tried ethernet directly to the router via laptop and ran a speed test. No change

Re: Slow Fibre 150 - Multiple engineer visits already

KeithFrench — Wed, 12 Jun 2024 15:02:44 GMT

Thanks for that. What happens if you connect the laptop via an Ethernet cable connected directly to the ONT in place of the Sagemcom and do a speed test from there? If the speed is no better there, please can you turn the ONT off for a minimum of 30 mins & retry that speed test. Then let me know the result.

Re: Slow Fibre 150 - Multiple engineer visits already

DanielGaze — Wed, 12 Jun 2024 15:34:58 GMT

Hi Keith, I connected my laptop directly to the Open Reach modem (in place of the router LAN cable) but no change. I also restarted the modem and waited as suggested to repeat the test - no change there either

Re: Slow Fibre 150 - Multiple engineer visits already

KeithFrench — Wed, 12 Jun 2024 15:41:50 GMT

Thanks for that.

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.
.

Re: Slow Fibre 150 - Multiple engineer visits already

DanielGaze — Wed, 12 Jun 2024 15:42:35 GMT

Ok lovely thanks Keith, much appreciated

Re: Slow Fibre 150 - Multiple engineer visits already

Debbie-TalkTalk — Thu, 13 Jun 2024 05:30:56 GMT

Hi Dan

I'm really sorry to hear this.

The line test is detecting a potential fault with the voice service and this can affect the BB connection.

Do you use the landline for calls? I can also see that the sync speed is low.

Re: Slow Fibre 150 - Multiple engineer visits already

DanielGaze — Thu, 13 Jun 2024 07:16:22 GMT

Hi Debbie thanks very much for getting back to me, I can confirm that the whilst there is a landline it is not in use - there's no phone currently plugged into the socket or filter or anywhere.

In terms of sync speed I understand this to be the speed between the router and the exchange box? Just for info the nearest exchange box is approx 2 minutes walk up a very minor incline. I dont know if it's related at all, but when I do the usual Broadband deal checks (entering a postcode and house number), for most providers I only seem to be given packages up to 70mb? I don't quite understand why they aren't providing the potential for more expensive higher speed packages.

Re: Slow Fibre 150 - Multiple engineer visits already

Debbie-TalkTalk — Thu, 13 Jun 2024 07:21:51 GMT

Hi Dan

Thanks for your reply.

I think we will need to arrange another Openreach engineer visit, apologies for this.

Just to confirm, we have recently sent you a new router?

When Openreach last attended did they replace the BT modem?

Re: Slow Fibre 150 - Multiple engineer visits already

DanielGaze — Thu, 13 Jun 2024 07:51:35 GMT

Hi Debbie, the new router was a while ago now (6 months maybe more?) and was due to it having a faulty ethernet port. When OpenReach last attended the property they did 'something' but I'm not sure what which very briefly upped the speed to somewhere between 80-90MB. He said he had other things to try at the exchange box to get up to the guaranteed minimum speed but I didn't hear anything else after that (and the speeds didn't increase).

Just for info there was an Openreach visit yesterday, but not to my property. I saw the engineer at the exchange box and my internet went down briefly. I then received the notification from TalkTalk to advise the issue had been resolved but nothing had changed - hence why I decided to begin the (painful) course of trying to resolve with TalkTalk.

Another engineer visit is fine, but would this potentially be at my cost?

Re: Slow Fibre 150 - Multiple engineer visits already

Debbie-TalkTalk — Thu, 13 Jun 2024 08:04:45 GMT

Hi Dan

I've just checked the engineers notes and they have advised that they fixed a fault at the cabinet. I'm surprised the engineer didn't also reset DLM after the fault was fixed (to increase the speed again)

Is the connection dropping or just slowing down?

Now the fault has been resolved at the cabinet DLM should start to change the profile again and increase the speed, if the connection remains stable.

Re: Slow Fibre 150 - Multiple engineer visits already

DanielGaze — Thu, 13 Jun 2024 08:11:18 GMT

I'm not sure if the connection drops as it's difficult to determine whether it's that or it's simply because of the speeds. When we have all members of the house here and using streaming services obviously the 30MB does start to slow everything down. Regardless, when I run speed tests it's always hovering around the 30-35MB range.

I'm certainly not seeing any improvements following the engineer visit from yesterday - but also you'd need to bear in mind that this isn't the first time I've tried to have it resolved, it's been going on for a long time. Not to mention that I've never actually achieved the guaranteed minimum speeds in the life of the contract so far.

Re: Slow Fibre 150 - Multiple engineer visits already

Anonymous — Thu, 13 Jun 2024 08:17:21 GMT

Hi Dan,

I can see that there was a fault showing on the line which is now clear following the work completed by the engineer. Unfortunately we can't manually adjust the speed from here as DLM will usually start to increase the speed around 48hrs after any work has been completed/fault resolution and also if the connection remains stable. Would it be ok if we monitor this for you over the next 12 hours to see has both the stability and speed compares and if there is no change then we can book an engineer visit for you?

Thanks

Michelle

Re: Slow Fibre 150 - Multiple engineer visits already

DanielGaze — Thu, 13 Jun 2024 08:21:25 GMT

Yes that'd be fine thank you, obviously I'll be monitoring the speeds from my side too. Would the engineer visit be at my cost?

Re: Slow Fibre 150 - Multiple engineer visits already

Anonymous — Thu, 13 Jun 2024 08:28:02 GMT

Hi Dan,

We'd have to agree possible time related engineer charges if we arrange the visit but this wouldn't apply if the engineer locates the fault on Openreach maintained equipment. We are here first thing in the morning so we'll re-check your connection stats and will post an update straight here.

Thanks

Michelle

Re: Slow Fibre 150 - Multiple engineer visits already

DanielGaze — Thu, 13 Jun 2024 08:34:50 GMT

Ok thanks Michelle, I'll wait to see how it develops but I am sceptical about the time related engineer charges - given the experience over time that I've had, and if you consider that I've never had the guaranteed minimum speeds despite multiple calls logs, visits etc, I'm certainly not too far away from requesting a no-fee contract termination. Obviously I'm happy to give it another shot but as I'm sure you can appreciate...it's gone on long enough and I've spent way too much time on it.

Re: Slow Fibre 150 - Multiple engineer visits already

Anonymous — Thu, 13 Jun 2024 08:36:08 GMT

Hi Dan,

I understand and I'll keep you updated on this.

Michelle

Re: Slow Fibre 150 - Multiple engineer visits already

Anonymous — Fri, 14 Jun 2024 06:17:18 GMT

Morning Dan,

I've re-checked your connection stats now and the sync speed hasn't increased. If you've like us to arrange the engineer visit then please can you confirm acceptance of possible time related charges and also provide some availability AM (8-1) or PM (1-6) and we'll book this in for you.

Thanks

Michelle

Re: Slow Fibre 150 - Multiple engineer visits already

DanielGaze — Fri, 14 Jun 2024 07:52:44 GMT

Morning Michelle, thanks for monitoring. What are the circumstances around the potential time related charges? What potential issues might be identified that would mean me getting charged? As I've mentioned this has been an ongoing issue over time with multiple engineer visits already and seemingly no resolution.

Considering that I've never reached anywhere near guaranteed minimum speeds, do I have grounds for no-fee contract termination? I'd rather do that than have to pay £50-£100 in time related charges to be honest.