12Mbps speed for 65Mbps broadband

[yjiang]

Today I found my broadband download speed decreased to 12Mbps and upload speed to 5Mbps. It seems to be 65Mbps yesterday. Could you please help to fix it. Thanks!

[Thabile-TT]

@yjiang My pleasure. Thanks for letting us know. if there is anything else you need, please let us know we will be glad to assist. 

[yjiang]

I called the number and went through an automated phone system. This time, I received a quick text message confirming that it's an Openreach issue and should be fixed by Openreach. Hopefully it will be resolved soon. Thanks!

[yjiang]

Sorry, I am in office and not in home. But if you would like to do any test, please do it. 

[Thabile-TT]

@yjiang we are just going to run some checks to assist with the issue can you please confirms if you currently at home where the TalkTalk service is installed?

[Thabile-TT]

My apologies when we access the customer's account there is an alert they are on full fibre , upon investigating I can see now you are correct, thank you for pointing out this error. 

[fr8ys]

@Thabile-TT 

It's previously been established that the customer is not on full fibre but fttc with a master socket and no ont box.

[Thabile-TT]

Hi there @yjiang  

I'm sorry that you are still experiencing the issue with broadband speed please use the number I am going to provide you with to contact full fibre department  as we do not deal with full fibre customers on my end.

03451720074  

VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

WEB MESSAGING - Mon-Fri: 8am-9pm; Sat: 8am-7pm; Sun: 9am-7pm

[fr8ys]

There are no staff here now until Monday.

I suggest, if you wish to follow up sooner, that you phone or use chat in the morning.

[yjiang]

My case was closed by TalkTalk without resolving the issue. Despite TalkTalk being able to easily verify the slow broadband speed, the case was automatically closed without any follow-up or resolution check.

What is happening at TalkTalk? I am extremely disappointed. According to Ofcom regulations, I have the right to switch to another broadband provider if my slow speed issue cannot be resolved within 30 days. Today marks the 6th day since I reported the problem.

[siphosethu-TT]

I'm already looking into it thank you @KeithFrench. 

[KeithFrench]

Hi @siphosethu-TT 

This customer is not full fibre, please can you deal with it?

[siphosethu-TT]

Let's run checks right here @yjiang, looks like I'll be able to since your full fibre package has been disconnected. 

[siphosethu-TT]

Yes, I'm also still investigating it myself. 

[fr8ys]

@siphosethu-TT am i missing something here?

If the customer has a master socket and not an ont box, its not full fibre is it?

This suggests to me its fibre over copper line, and on a 65mps contract, so forgive me but as said am I missing something here?

[siphosethu-TT]

I would advise you stay on the line until you get through to an agent, but hence you've mentioned you need to go to work please contact back as soon as you get home. Thanks

[yjiang]

I rang the number and some AI voice answer me. I told my issue and AI voice said it will be investigated. I need to go to work.

[siphosethu-TT]

Thank you, I'll need you to contact the full fibre team using the number below and they will have this looked into for you. You can also use chat by clicking on the link.

03451720074

Opening Hours:

VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

https://community.talktalk.co.uk/t5/FutureFibre/bd-p/FutureFibre

[yjiang]

Yeah, I am in home

[siphosethu-TT]

Hi there @yjiang, well it looks like you have a prefiltered master socket. Please confirm if you are currently at home so we're able to run checks on the issue. Thanks 

[ferguson]

So a plugin microfilter looks like this:

.

You should have got a couple with your last router.

If you unclip the faceplate on the phone socket and plug that in to the test socket behind it, followed by your router, then that is a helpful test as to whether the issue is within or outside your property.