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Broadband help

For queries about your TalkTalk broadband service.

BROADBAND BELOW GUARANTEED MINIMUM; cannot open chat to resolve. Fault reference number REP-11723976

lillpeparoni
Chatterbox
Private Message
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.

 

 


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12 REPLIES 12

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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Message 2 of 13

Yes, the speed is now about 106Mbps so above the guaranteed minimi limit of 100Mbps. 

Message 3 of 13

Hi lillpeparoni

 

Thanks for your reply 🙂

 

Has the speed increased with router connected again?

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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 🙂

Message 5 of 13

Hi lillpeparoni

 

How are you getting on?

 

Thanks

 

Debbie

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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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.

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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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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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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Message 11 of 13

Hi Debbie, thank you for your reply, I have updated my profile with the information now.

Debbie-TalkTalk
Support Team
Staff
Private Message
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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