topic Re: Confused in Fibre

Confused

boydfish — Mon, 02 Jun 2025 19:21:07 GMT

I am a bit confused about broadband speed, particularly on my connection. When I was offered Fibre 35 I said yes but was told I couldn't have it as my line speed would not take it (This was a few years ago). At the time I was getting average connection speeds of around mid 20s Mbps. Last year I opted to upgrade to Fibre 35 as it was cheaper than what I was paying, so I am now on this package and still getting around the same speed for downloads. so, I am now told that I can have the blistering speed of 100 Mbps on Fibre 100 for three pounds extra per month. Even if I go down that route I believe I will still only get mid 20s Mbps, surely someone must have a comment next to my account saying something about the restriction on the line into the house!! Oh, and while I am in rant mode why do web designers think it's cool to have grey text which is hard to read?

Re: Confused

fr8ys — Mon, 02 Jun 2025 19:38:53 GMT

Full fibre is a different beast entirely and requires a new line to be installed to your property, so you would get the increased speed bring offered.

If you require a landline be certain to ssk for this when signing up.

Re: Confused

mandisa1-TT — Tue, 03 Jun 2025 07:40:45 GMT

Hey there @boydfish . You can also get in touch with our Beter value team on 03451720088 - Voice - Monday - Friday 9am - 7pm ; Saturday - 9am - 6pm ; Sunday - Closed. While processing your upgrade to full fibre, they will advise you on guaranteed speeds obtainable to your property, when taking you through the Compliance statement.

-Mandy

Re: Confused

boydfish — Sun, 08 Jun 2025 17:21:01 GMT

Thanks, I'm a little less confused now. I've checked the state of play and, for my landline I can get Fibre to the Cabinet at present so I have registered interest for connection with Openreach, I will wait and see what happens. Apparently this get up to 75 Mbps so I should get the full 35 Mbps I am paying for and, to be frank, this will more than cover my use. 🙂

Re: Confused

siphosethu-TT — Mon, 09 Jun 2025 07:27:10 GMT

Great, let us know how it goes. Thanks

Re: Confused

boydfish — Fri, 11 Jul 2025 13:42:18 GMT

OK thanks for your input. So I have received an email from Open reach saying my line gets 76 mbps to the nearest cabinet (The fibre part presumably) and gives me providers who can connect to it - Talk talk is mentioned. So how do I contact someone, who isn't a chat bot, to:

a. See if this is possible?

b. Find out the cost?

Re: Confused

sabelo-TT — Fri, 11 Jul 2025 13:47:45 GMT

Easy! Just get in touch with our Loyalty team using 0345 172 0088 Monday - Friday 9am - 7pm; Saturday - 9am - 6pm; Sunday - Closed as our dedicated team will further assist with the matter. 🙂

Re: Confused

Gliwmaeden2 — Fri, 11 Jul 2025 14:08:31 GMT

@boydfish, please only follow up on this thread.

I'll remove the post you've put on another customer's, as you are not helping them by posting there, and not helping yourself, as staff only respond to the original poster on a topic that requires their help.

Re: Confused

boydfish — Sun, 13 Jul 2025 11:51:39 GMT

OK, I'll give them a call. This feels like progress!

Re: Confused

boydfish — Tue, 15 Jul 2025 19:02:37 GMT

I called the number you provided and they were very helpful, so much so that an Open reach engineer called today and fitted a new phone connection box to my property. He said that I would not be able to get the speed from the cabinet of 74 Mbps because of the connection and distance from it, but he tested the line and said I should expect a maximum of 30 Mbps at the router and confirmed he had verified that this was the case. So, after he had gone I ran a few Speedtests. First from my PC, where I was getting 22 Mbps (a slight improvement) but that was using the Wifi. So I connected my laptop to the router with an ethernet cable (thinking I should get the full 30 Mbps) but was still only getting 20 ish. I then tried to access the router dashboard to see if there was anything in there but it refused to accept the user name and password on the rear label under the wifi card. So what do I do now?

Re: Confused

Gliwmaeden2 — Tue, 15 Jul 2025 20:08:11 GMT

If this is still Fibre35 and nothing has changed other than the mastersocket / connection box, there will be likely very little difference. You are stuck with the same bit of copper to your house from the cabinet and that distance can't change.

It won't help to try to take out Fibre65 FTTC either.

You'll need to wait for full fibre to be available.

There's a fall off in speed between the router and any device.

Check the router password very carefully - have you ever changed it in the past, @boydfish? You'd have to reset the router if you can't remember it

Re: Confused

boydfish — Thu, 07 Aug 2025 20:11:42 GMT

I haven't changed the password on the router and it worked last time I went on to the, very limited, dashboard. I will reset the router tomorrow as they are running another connection test at present having found something wrong again. I tried a speedtest tonight and was getting 5Mbps on the second try after restarting my PC where it was previously down to 1.4Mbps. I have also received an email from Talktalk saying my contract is due to expire, yet when I go to my account it doesn't run out until Feb 26!! I don't know who is in charge there but they need to shake things up; setting up a proper Support facility would be a massive improvement instead of relying on community members to sort things out. Whilst I am grateful for your intervention, I never had this poor service when I was with Supanet and I only changed to get the Talktalk TV. Thanks for your suggestions though, I wouldn't like you to think I'm ungrateful.

Re: Confused

Gliwmaeden2 — Thu, 07 Aug 2025 21:10:19 GMT

Talktalk seem to be sending out rogue early renewals, @boydfish.

Staff can confirm on here (as well as what you yourself can see in My Account) what your actual end date is, if you need further reassurance.

I'll give staff a heads up that we are seeing too many of these early renewal "offers".

Re: Confused

sabelo-TT — Fri, 08 Aug 2025 07:25:23 GMT

@boydfish, let me check on this matter on my end for you. Just to double check, are you still receiving speeds which are below the offered package speeds the time you have optioned to signed up?

Re: Confused

boydfish — Fri, 08 Aug 2025 13:21:14 GMT

I managed to access the router using the correct password (!!) and performed a reset. No improvement, download 1.98Mbps upload 0.45Mbps. I've saved a screenshot from the router dashboard and it now looks like someone in support is taking notice and have posted on the thread so I'll get onto them. Thanks for your help.

Re: Confused

sabelo-TT — Fri, 08 Aug 2025 13:22:35 GMT

Not a problem, however, should you still be in need of assistance, kindly get in touch with us. 🙂

Re: Confused

boydfish — Fri, 08 Aug 2025 13:25:52 GMT

I've manages to get onto the router dashboard just now and attach a screenshot giving the speeds I'm getting. I have had this router since signing up with your company and maybe it's a bit long in the tooth (It's using 2.4Ghz connection). Anyway look at the screenshot and give it some thought, but my patience is wearing thin....

Re: Confused

sabelo-TT — Fri, 08 Aug 2025 13:27:53 GMT

Just to double check, are you currently at home where broadband services are installed?

Re: Confused

boydfish — Fri, 08 Aug 2025 13:28:21 GMT

I should also point out that Speedtest.net gave me the following today. Download 1.98Mbps upload 0.45Mbps after connecting to the best server.

Re: Confused

sabelo-TT — Fri, 08 Aug 2025 13:37:46 GMT

@boydfish, I have just checked on the matter on my end and I want to let you know that our team has identified the issue with your line, and we've arranged for an engineer to take care of it. They will be heading to your local exchange within the next 24 to 72 working hours to check your line from there to your home. If they need to come inside your home, they will contact you using the mobile number linked to your account and will also send you a text once everything is fixed.. 🙂