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

[lillpeparoni]

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.

[Debbie-TalkTalk]

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

[lillpeparoni]

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

[Debbie-TalkTalk]

Hi lillpeparoni

Thanks for your reply 🙂

Has the speed increased with router connected again?

[lillpeparoni]

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 🙂

[Debbie-TalkTalk]

Hi lillpeparoni

How are you getting on?

Thanks

Debbie

[Debbie-TalkTalk]

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

[lillpeparoni]

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.

[Debbie-TalkTalk]

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?

[lillpeparoni]

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. 

[Debbie-TalkTalk]

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?

[lillpeparoni]

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

[Debbie-TalkTalk]

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