Broadband half guaranteed speed

[Sunnyspirals]

I have fibre 35 which has a guaranteed speed of over 30mb/s. We actually get a maximum of 15mb/s. The speed to the router is 15mb/s but we get less than that on wireless gadgets.

I spent a long time on the web chat three days ago running through diagnostic checks. I was told that the speed should increase within 3 days. The speed has not and is still running at less than 15mb/s.

What do I do next to get the speed I should be getting?

[Sunnyspirals]

The new router arrived today- thank you- but has not made any difference to the speed. We are still getting around 13mbps rather than the guaranteed 30!

I think that an engineer is needed.

[Chris-TalkTalk]

Hi Sunnyspirals,

I've sent you a PM

Chris

[Chris-TalkTalk]

Hi Sunnyspirals,

I've sent you a PM

Chris

[Sunnyspirals]

Got your message and replied.

will I get another message once the engineer is booked?

[Karl-TalkTalk]

Hi

I've sent you a PM with some details to complete.

Thanks  

Karl. 

[Sunnyspirals]

Yes please

[Karl-TalkTalk]

Hi

As the loop fault is still present with no equipment connected, the next option is to progress towards an engineer for you.  Please note however that Openreach will only support the line up to the master socket. If the loop is caused by faulty internal wiring to your extension socket then this would be a chargeable visit.

Would you like to progress to an engineer now ?

Thanks  

Karl. 

[Sunnyspirals]

Is anybody there?

[Sunnyspirals]

Yes, like the non NTE one

[Michelle-TalkTalk]

Hi,

Thanks for confirming. I've re-run the line test again now and the loop fault is still present. Can I just confirm, does the main socket look like any of the below?

Your guide to main phone sockets

Thanks

[Sunnyspirals]

It is unplugged now

[Sunnyspirals]

Sorry, just got back in. I will unplug from the socket at midday for half an hour

[Michelle-TalkTalk]

Hi,

Apologies for the confusion, do you mean that the equipment is removed now or that you will be able to do this later on?

Thanks

[Sunnyspirals]

I’m about to go out. I will reply again once I’m home.

[Michelle-TalkTalk]

Hello,

Ok. Would it be possible to remove the microfilter, router and phone from the line for 30 minutes so we can re-run the line test again with no equipment connected to the line please?

Thanks

[Sunnyspirals]

The router is connected to the main socket through a splitter  as the phone line is also connected to the same socket. There is another socket in another room that is not used.

[Michelle-TalkTalk]

Hi,

Ok thanks for confirming. Is the router connected to the main socket? Do you have any extension sockets?

Thanks

[Sunnyspirals]

Thank you for doing that. No, it doesn’t.

[Michelle-TalkTalk]

Hello,

I'm sorry for the delay. I've run a test on the line now which has detected a loop fault which can often be caused by internal wiring or equipment connected to the line. Does your main socket have a test socket please?

Thanks

[Sunnyspirals]

Thank you. I have updated my details and I hope that someone will get in  touch soon.

I have been to the service centre and run through the checks there and did similar with the chat advisor online.

Rather oddly my Dad, who lives nearby, had a total broadband outage last week. He phoned TalkTalk and spoke to an engineer. They fixed his problem but then also asked what speed he was getting. His speed was much like mine- promised 30+ but only getting 15- and the engineer did something at his end and  Dad’s speed suddenly improved! I feel like the speed is being limited somewhere?