BROADBAND BELOW GUARANTEED MINIMUM; cannot open chat to resolve. Fault reference number REP-11723976
on 15-08-2022 10:32 AM
Message 13 of 13
My internet speed has been below my guaranteed limit for weeks, I only get 93-97 of my absolute minimum of 100mbs, though I would expect to get the 134mbs that I got when I signed up. When running the online test in the web browser I am asked to contact customer support but the button doesn't take me anywhere, nothing happens when I click it, I have tried both in Chrome and Edge.
Can someone please help me? As an avid gamer I really appreciate the download speed when downloading new games and mods that nowadays often are over 80gb's.
Labels:
- Labels:
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Connection
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Engineers
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Speed
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12 REPLIES 12
on 16-08-2022 09:36 AM
Message 1 of 13
Hi lillpeparoni
I'm so glad to hear this 🙂
If you do experience any further issues then please let us know.
I have also sent you a Private Message with a link to a short survey for the Community.
Thanks again.
Debbie
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on 16-08-2022 09:34 AM
Message 2 of 13
Yes, the speed is now about 106Mbps so above the guaranteed minimi limit of 100Mbps.
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on 16-08-2022 09:08 AM
Message 3 of 13
Hi lillpeparoni
Thanks for your reply 🙂
Has the speed increased with router connected again?
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on 16-08-2022 09:06 AM
Message 4 of 13
Hi Debbi, thank you for following up on me. I did unplug everything, cables and all equipment yesterday and the speed increased to above the guaranteed limits so I guess that is cased closed 🙂
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on 16-08-2022 08:50 AM
Message 5 of 13
Hi lillpeparoni
How are you getting on?
Thanks
Debbie
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on 15-08-2022 11:17 AM
Message 6 of 13
Hi lillpeparoni
Ok no problem. If it's still the same then please let me know and I will arrange an engineer visit.
Thanks
Debbie
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on 15-08-2022 11:13 AM
Message 7 of 13
Let us hold the visit for now, I will update you tonight when I have tested with cable directly from the modem to my laptop.
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on 15-08-2022 11:10 AM
Message 8 of 13
Hi lillpeparoni
Thanks for your reply.
Would you like me to arrange the engineer visit now or wait until after you have tested without the router?
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on 15-08-2022 11:09 AM
Message 9 of 13
Happy for a visit to be arranged. I don't think anything has changed at home, I can test without the router later tonight (we have a separate modem supplied by you as the router doesn't support the speeds we are supposed to have). We have the telephone pole changed out in the street a couple of months ago, our cable is run in the air from that pole. Perhaps they butchered the install, I can't tell if the problem started after that or later.
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on 15-08-2022 10:58 AM
Message 10 of 13
Hi lillpeparoni
Thank you. The line test is detecting a potential fault towards the property and Openreach are requesting that we arrange an engineer visit.
Have you tested with a different router? Has anything changed with your set up since the initial installation?
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on 15-08-2022 10:48 AM
Message 11 of 13
Hi Debbie, thank you for your reply, I have updated my profile with the information now.
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on 15-08-2022 10:34 AM
Message 12 of 13
Hi lillpeparoni
Please can you add your name and TalkTalk landline number to your Community Profile, we can then look into this for you.
Thanks
Debbie
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