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?

[Arne-TalkTalk]

Happy to help. 

[Sunnyspirals]

Thank you, I can see it has been cleared.

[Arne-TalkTalk]

Hi @Sunnyspirals

The charge has been cleared, you can see the updated balance in the transaction history in My Account. 

Regards

[ferguson]

OK, I am afraid it is not up to the engineer to determine such things, replacing a master socket is usually chargeable. As I said, wait for further advice from the support team here. 

[Sunnyspirals]

The problem was a very corroded external wire which the engineer replaced. This fixed the problem but the engineer insisted on updating the master socket as it was extremely old. I asked whether there would be a charge for this and he clearly said there would be no charge as it needed updating.

[ferguson]

OK, there was a loop problem mentioned earlier, did the engineer do any internal work at the master socket at all? Subject to that I have re-escalated this for you, the support team should be able to check the engineer report. 

[Sunnyspirals]

The engineer fixed the problem which was outside our house. I am very unhappy today to find I have been billed £65 for this visit when I was assured that it would be free!

[Chris-TalkTalk]

No problem 🙂

[Sunnyspirals]

Thank you!

[Chris-TalkTalk]

Hi Sunnyspirals,

I've booked the earliest afternoon appointment available - January 14 2022, PM (13:00-18:00) - please let us know how you get on

Chris

[Chris-TalkTalk]

I'll book the engineer now and get back to you with the appointment details

Chris

[Sunnyspirals]

Can someone book an engineer for me please.

[Sunnyspirals]

Yes to charges.

available Tuesday to Friday afternoons.

[Chris-TalkTalk]

OK, if you'd like us to go ahead with the engineer visit can you confirm:

• That you accept potential Engineers charges


• Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

Thanks 

Chris

[Sunnyspirals]

Yes please.

[Chris-TalkTalk]

OK thanks, as the speed is so low we can arrange an engineer visit to investigate. If you'd like us to do this please let us know and we'll confirm some details

Chris

[Sunnyspirals]

Telephone line is working fine and is clear from any noises on the line

[Chris-TalkTalk]

Is your telephone service working OK, any noise on the line?

Chris

[Sunnyspirals]

Yes, I replaced everything and used the new stuff.

[Michelle-TalkTalk]

Morning,

Thanks for the update. Can I just confirm, are you also using the new microfilter and cables that came with the new router?

Thanks