Broadband Speed Is There minimum?

[ellab]

Hi all.

Continuing my TalkTalk saga as a new customer.

I eventually got my service installed. Things are slow, so I ran a speed test today and as I thought, upload speed was onIy 5.3.  I know this isn't a fibre connection but there isn't much I can do when speed is only 5.3. 

Is this something that can be checked remotely or do I need to do further checks at my end? 

Anyone else on fast broadband and getting much better speeds?

[SC489]

Your contract should state the minimum guaranteed download speed. My speed has dropped below the guaranteed minimum which I'm struggling to get TT to investigate. They seem determined to avoid tasking Openreach to investigate.

[Michelle-TalkTalk]

Hello,

I'm really sorry to hear this. I've escalated this now and have asked that you are contacted ASAP to resolve this issue.

Thanks

Michelle

[ellab]

That was a saga in itself, it took 2 trips to the exchange, and during the 2nd trip the OpenReach engineer called me from the exchange to say that everything was now working and he didn't return to the property.  Which was a huge error on his part as he hadn't installed a filter upstairs and I had no access to an upstairs phone due to this.

I then also discovered that we couldn't access the wifi due to a network authentication issue - this was the response on my last chat -  "some circuits, especially those migrating over use password authentication, that is, a broadband user name and password has to be entered into the router settings to allow this to connect"  This was done remotely and details updated.

It was yesterday when I was updating my laptop that I realised just how long the download was taking - it reminded me of dial up days, almost an hour for a smallish update.  If this is FAST Broadband, I wouldn't like to experience your SLOW one!!!

[Michelle-TalkTalk]

Hi ellab,

I'm really sorry to hear this. Can I just confirm, when was the last time you were in contact with the Shell Migration team please? What did the Openreach engineers advise?

Michelle

[fr8ys]

This link may help as on my account the documents mentioned by @Gliwmaeden2  are shown.

https://service.talktalk.co.uk/packageandservices

[ferguson]

@ellab 

As a migrated customer you may not have all that information to hand. And the customer support team here are limited at the moment in what they can do to help and advise. But hang on until the morning and see what they have to say.

[Gliwmaeden2]

It's definitely on the low side, @ellab.

Search through your emails. You should have something like this among them:

 

And when you open it up, the summary will show you this sort of detail:

 

So there'll be an estimated speed for YOUR line, and a guaranteed minimum download (irrespective of advertised averages) as well as an upload speed given. 

Helpful if you can track yours down!

[ellab]

Apologies for any confusion. It was the download speed I was meaning not upload. 

5 just seems very poor and no way can any of my family work from home with this. 

I'm a migrated customer and it has taken almost a month to get a connection activated by Talktalk. I've had 1 TalkTalk engineer, 2 OpenReach engineers. 8 hours of chat bots and chatted to over 16 different advisers. It's been an absolute disaster and still the issues are occuring. 

[Gliwmaeden2]

@ellab, with Fast Broadband you will not usually get more than 1Mbps upload speed, so if that really is your UPLOAD speed, you are whizzing along. You may be on some sort of hybrid Shell/Talktalk version of the package, rather than the usual one, as not all the Shell packages have a direct Talktalk equivalent. 

Download for that package is c 11Mbps, as an average. Mine slowed to c 8Mbps over the years. It's partly dependent on your particular line but a good Openreach engineer may be able to check things in your area - my line improved to 14 - 16Mbps when someone did a proper check.

You need to check that guaranteed minimum Download speed. If your speeds are frequently dropping below that they can offer to send an engineer. 

There is no guaranteed upload speed, and it's usually < 1Mbps with this package. 

If you go to Service Status Dashboard and My Connection, you should see the statistics for the minimum guaranteed download speed in a graph of results etc. Eg:

 

Clicking on My Speed in there shows me the above, and "learn more about your speeds" should show you this sort of thing:

 

Not sure whether you will be able to use this facility yet as a Migrated Shell customer, but it's worth looking for Service Status Dashboard in the community forum menu to see if it gives you any useful information. 

As usual, at the moment, forum staff are limited in what support they can offer, so you may be sent back to the Shell Migration team on 03451 720088 (9am - 7pm weekdays, till 6pm Saturday).

[fr8ys]

Ok, wait for support staff to respond, but it's usually download speed not upload that customers are concerned about, hence my question as to your download figure.

You last contract email should tell you your expected download speed and guaranteed minimum.

[ellab]

I've already had a look and as per my description, it's just called Fast Broadband but there is no mention of speed in my account details,hence the reason why I am asking here. 

Thanks. 

[fr8ys]

Whats your download speed? What package are you on?

What does you contract letter say regarding speeds (it should also be viewable in your my account?