Broadband Fibre 65 Below Minimum Guarantee

[Vonney]

I ran checks on broadband speed on 9 April and found it was below minimum guaranteed speed, and had been for some time. I then ran connection check and a fault was identified. This fault was logged on 9/4 as REP-12746671. Kept checking fault tracker and it just kept saying it was being looked into.

then today 12/4 the fault tracker had disappeared, so I rand speed and connection checks again, speed is even lower (26Mbs) and connection fault is still being identified. As a result of me running checks today another fault has been logged REP - 12758556 with start date of 12/4.

The previous report was closed without the fault being rectified. I’m not sure how or why this happened, and hope it doesn’t happen again in a few days time.

I’m not getting the service I’m paying for and am hoping that someone can get to the bottom of the problem and get it sorted for me.

[Vonney]

@Chris-TalkTalk @Karl-TalkTalk @Debbie-TalkTalk 

Hi, I’m after an update on my fault please.

I was on a very long chat with the tech team yesterday evening, which ended when they needed to run some tests.

Tried checking speed this morning but yet again your system keeps telling me there’s a problem, so no speeds being displayed.

Also, still finding that I have two WiFi connections - one with new router  Network name and 2nd with my old router Network name - what is that all about 🤷‍♀️

[Vonney]

Hi Chris,

just had an email advising line test has been done and to contact TalkTalk Tech team.  Are you part of this team or should I contact them now?

[Vonney]

Hi Chris, 

it’s a BT logo’d socket, but it doesn’t have a line across it so doesn’t appear have a test socket.

[Chris-TalkTalk]

Thanks but must to confirm, is it connected to the test socket underneath the main socket faceplate?

Chris

[Vonney]

Hi @Chris-TalkTalk , yep it’s connected to the main socket. It is all very weird.

[Vonney]

Something that’s really confusing me is that although I’ve got the new router set up, which has a new Wi-Fi network name and password and my old router is switched off off and in a box ready to post off. The old router Network name is still available on my devices and if I connect to it, it still works. !!!!?????

[Chris-TalkTalk]

Hi Vonney,

Is your router currently connected to your test socket - Your guide to main phone sockets - TalkTalk Help & Support

Thanks

Chris

[Vonney]

Hi,

just tried Sam Knows and got a download speed of 30mpbs, but it’s not giving me an upload speed. Ran test on a few other sites and all say  29 - 30 Mpbs download and 8.2 - 8.5 upload speed.

[Karl-TalkTalk]

Hi

Can you try a speed test at Sam Knows Speedtest  

And see what results you get here.

Thanks  

Karl. 

[Vonney]

Hi @Karl-TalkTalk  and @Debbie-TalkTalk,

Thanks ever so much I’ve received my new router. I’ve plugged it in and reconnected all devices. So waiting to see if this improves things.

I’ve just tried to do a speed test online, but keep getting a message saying we have a problem try again later. I also noticed that the record of my fault had disappeared, so I ran another line and connection test and was told there is a fault on the connection, and guess what another Fault Report has appeared.

Not sure why the reports keep getting closed…….  🤔

[Karl-TalkTalk]

You're Welcome 🙂

Regards 

Karl 

[Vonney]

Thanks Karl - will do 🫡 

[Karl-TalkTalk]

Hi

The issue will remain open here, just post back in this thread once the new router is received and tested for a little and we can pick this back up with you.

Regards,

Karl. 

[Vonney]

Thanks Debbie,

Really appreciate your help with this.

Hopefully, my fault will remain open this time until the speed issue is fully resolved. Don’t want to have to start the whole process again.

Thanks

[Debbie-TalkTalk]

Hi Yvonne

The router is on its way, there will be no charge for this.

Please allow 24-48hrs for this to arrive. Please can you keep the new router connected to the line for at least 48hrs to allow DLM time to monitor the connection and adjust the profile/speed.

Thanks

[Vonney]

Hi @Debbie-TalkTalk Debbie, 

Yes please, that would be great.

I’m guessing that I don’t have to pay for it 😀

Cheers,

yvonne

[Debbie-TalkTalk]

Hi Vonney

It may show this message because it's detecting the speed is low.

Would you like me to send a replacement router for testing so we can rule this out?

[Vonney]

Hi @Debbie-TalkTalk Debbie,

I’ve only got one router, it is plugged into the main socket though.

not sure what you mean by the line being clear. When I run the test online I am told that there appears to be a fault with the service coming into my home.

[Debbie-TalkTalk]

Hi Vonney

I'm sorry to hear this.

The line tests are clear. Can I just check, have you tested with a different router at the test socket?