topic Re: Fibre65 Speed problem in Fibre

Fibre65 Speed problem

GarryF — Thu, 13 Mar 2025 16:26:55 GMT

Just a bit of background, I've been a customer of this company for approx 20 year, I've even still got my old Tiscali email address. Over the years I have had a few problems, which have been sorted as I have reported them.

Recently, I have had a number of connection and speed problems, so I completed a line check. This came back with a fault so as requested I booked an appointment to have Openreach come and check this for me. The engineer was booked to call between 8am and 1pm, I waited patiently at home as requested, at the very last minute an engineer call me to ask what the problem was so he could take a look, he never visited my home and he didn't call back to advise that a repair had been completed, which I am assuming was done at the exchange?

At 14:45 I received an email to say that the fault had been fixed so I immediately completed a speed test as I was directly connected to the router, only to find that the speed was the same around 58mbs (I was previously getting 80mbs)

My next step was to start a live chat which I wished I had never started and after going through every obvious scenario, reboots, resets and lots of laborious questions as well being passed back and forth to sales who were trying to sell me an uprated package, I finally ended up getting nowhere and being in exactly the same situation.

As a result of the chats there are now several open cases on my account which have not been closed or being looked at, which means I cannot complete any further line tests to see if I still have the same issue.

What started as a simple engineer visit ended up with me wasting a full day only to find myself worse off than when I started, and I can now only assume that TalkTalk have throttled my connection to help to reduce the customer load in my area as nothing has improved.

As I am out of contract and due despicable customer service I am now actively searching for a new supplier.

I can see from some recent posts that I am not alone, and I hope that someone from TalkTalk will read this and push it back up their internal pipe with a very large stick.

Thank you for taking the time to read this and I hope you never find yourself in the same position as me.

Re: Fibre65 Speed problem

Debbie-TalkTalk — Fri, 14 Mar 2025 07:17:19 GMT

Hi @GarryF

I'm really sorry to hear this.

Would you like me to investigate the speed fault for you on the Community?

Thanks

Debbie

Re: Fibre65 Speed problem

GarryF — Fri, 14 Mar 2025 09:20:02 GMT

it's very frustrating.

Re: Fibre65 Speed problem

GarryF — Fri, 14 Mar 2025 09:19:34 GMT

Yes please, it will be interesting to see what you find?

Re: Fibre65 Speed problem

Debbie-TalkTalk — Fri, 14 Mar 2025 09:37:47 GMT

Hi @GarryF

I'm just running some tests and taking a look now. I will post back shortly.

Thanks

Debbie

Re: Fibre65 Speed problem

Debbie-TalkTalk — Fri, 14 Mar 2025 09:42:58 GMT

Hi @GarryF

Ok, the line test is detecting a potential fault towards the property.

Can I just double check, have we recently sent you a new router? Is your current router connected at the test socket?

Re: Fibre65 Speed problem

GarryF — Fri, 14 Mar 2025 09:49:19 GMT

I have had the router unplugged and I've been using mobile data as I was so frustrated. The TalkTalk router is plugged back in now so you can see what's happening.

Re: Fibre65 Speed problem

Debbie-TalkTalk — Fri, 14 Mar 2025 09:50:41 GMT

Thank you @GarryF

Is it at the test socket? (Just before I run the test again)

Re: Fibre65 Speed problem

GarryF — Fri, 14 Mar 2025 09:56:43 GMT

Yes, it's plugged in directly to the socket.

Re: Fibre65 Speed problem

Debbie-TalkTalk — Fri, 14 Mar 2025 10:08:47 GMT

Hi @GarryF

Thank you. The same fault has been detected.

Did we send you a new router?

Re: Fibre65 Speed problem

GarryF — Fri, 14 Mar 2025 10:10:27 GMT

No, but I don't think it's the router?

Re: Fibre65 Speed problem

GarryF — Fri, 14 Mar 2025 10:11:02 GMT

What's the fault?

Re: Fibre65 Speed problem

Debbie-TalkTalk — Fri, 14 Mar 2025 10:15:31 GMT

Hi @GarryF

Potential HR Joint detected. I would always suggest a new router just in case the current one is causing any issues on the line.

Would you like me to send a new router so we can rule this out? The next step after this will be an Openreach engineer visit (I can also arrange this visit for you)

Thanks

Debbie

Re: Fibre65 Speed problem

GarryF — Fri, 14 Mar 2025 10:24:52 GMT

You can send me a new router, I'm assuming this will be free of charge?

Why didn't the Openreach engineer pick this up on Monday 10-03-25?

Can you see why I'm so frustrated, I've spent a day and a half trying to sort this and i'm no further forward...

Re: Fibre65 Speed problem

Debbie-TalkTalk — Fri, 14 Mar 2025 10:39:27 GMT

Hi @GarryF

The router is on its way, there is no charge for this. Please allow 24-48hrs for this to arrive.

Please can you connect the new router and cables at the test socket and I can then run another line test.

I've checked the line test results from 10.03 and they all passed, no fault was detected at that time.

I'm really sorry that this fault has been ongoing and I completely understand how frustrating this must be.

As soon as you have received and tested with the new router then we can progress the fault further (if the new router doesn't resolve the issue)

Thanks

Debbie

Re: Fibre65 Speed problem

GarryF — Fri, 14 Mar 2025 10:48:39 GMT

Ok, I will wait for the new router to arrive and we will go from there.

I'll update this post when I have tested it or should I contact you directly via PM?

Re: Fibre65 Speed problem

Debbie-TalkTalk — Fri, 14 Mar 2025 11:00:47 GMT

Hi @GarryF

Thank you.

You can post back here on this thread but I will also check in with you on Monday to see if the routers arrived.

Debbie

Re: Fibre65 Speed problem

GarryF — Fri, 14 Mar 2025 12:23:20 GMT

@Debbie-TalkTalk

OK.

Re: Fibre65 Speed problem

Debbie-TalkTalk — Mon, 17 Mar 2025 09:30:00 GMT

Morning @GarryF

Have you received the router?

Re: Fibre65 Speed problem

GarryF — Mon, 17 Mar 2025 09:39:03 GMT

Yes and it's plugged in and connected to the socket.