@Ken-Thorp wrote:
What I asked for was a valid explanation not some company waffle. This is not improving my view of TalkTalk.
@Ken-Thorp ,
Firstly, I'd like to make it clear to you that I do not work for TalkTalk. I am a customer of TalkTalk just as you are so anything I say is not "company waffle", it is my own independent knowledge, advice and opinion.
If you are at the stage of waiting for a deadlock letter, I'm guessing you must have gone through the whole TalkTalk complaints procedure so I'm not sure how much further assistance staff on here will be able to give you, but if you do want staff to comment it would be a good idea to make sure your forum profile is updated with your personal details and your TalkTalk landline number in order that they are able to access your account (don't post personal details on the open forum though).
Bear in mind also though that they generally don't work weekends and may have a backlog to get through when they return to work on Monday so it may take a few days for them to reply.
@Ken-Thorp wrote:
The line was working at 24Mbps then was deliberately dropped to 22Mbps
I can't answer why your speed dropped slightly but I am sure that it was nothing to do with renewing your contract. If you were on Fibre35 before and are still on Fibre35 after renewal, no changes will have been made to your service. In fact, I am certain that TalkTalk do not have the ability to deliberately drop your speed by 2Mbps even if they wanted to (and I can't think of any reason or benefit to them for them to want to do that). You will get as fast as your line will support (subject to the Fibre35 profile limits of 40/10Mbps download/upload), as simple as that.
The only thing that is likely to deliberately make changes to the speed on your line is Openreach's automatic DLM (Dynamic Line Management) system which monitors errors, connection drops etc and will make adjustments to the line profile to increase stability (at the expense of sacrificing some speed) if it detects problems.
have you been seeing a lot of connection drops recently?
Can you hear any noise (or more than usual) on the landline?
Having said all that, a change as small as 2Mbps doesn't really sound to me like DLM action either. It could just be that the last time your router was rebooted, and had to re-sync there was slightly more noise on the line at that time so it negotiated a slightly slower sync speed. If you look in the router's DSL stats page, can you see a difference in the SNR margins from what they were before?
It could be if you re-boot the router at a "quiet" time it may sync up again at a slightly faster speed. I don't know, I'm just suggesting it as something I might try if I were in your position. If you do try that though, I would advise switching the router off for at least half an hour before switching it back on and don't do it too often so as not to trigger DLM action by tricking it into thinking your line is dropping connection.
@Ken-Thorp wrote:
The advertising is absolutely misleading as I hope to prove to advertising standards.
Sorry, but I don't agree that that many people would be mislead into thinking that stated maximum speeds supported by a package and claimed "average" speeds are some sort of guarantee as to what every customer will get.
I'm not sure how you think they should promote the package speed in a general advert, as they have no way of knowing what speed any individual customer's line can support until it is checked when they make an enquiry to sign up.
Like I said before, when you sign up as a new customer or go to renew as an existing customer, they should quote you a predicted range and your own personal guaranteed minimum speed for your line before you agree to the contract.
If you are unsure what your guaranteed minimum is, it should be quoted on the speed test page of the "service centre", accessible through "My Account".
those figures will be based on Openreach's estimates for your line. If you like, you could also look up your address on the BT Openreach line checker here BT Broadband (btwholesale.com) which should give you a rough idea of the speed your line should be able to support, but you still have to remember that it is just an estimate as so many factors could affect the condition of your line.
