Fibre 250 slower than guaranteed minimum speed

[Mykola87]

When I signed up for the Fiber 250 package nearly 2 years ago I was told 

"You can look forward to an estimated download speed between 234.2Mbps and 322.5Mbps with a minimum guaranteed speed of 209.2Mbps."

Today when I check my account the guaranteed minimum has changed to just 107Mbps. 

When did this change happen and why wasn't I informed? The speedtest within My Account claims I'm getting 110mbps to the router so just above the "minimum". Is there anything that can be done?

I've tried all the usual steps (rebooting router, restarting devices, using a cabled device instead of WiFi etc) 

[Chris-TalkTalk]

Hi Mykola87,

I've booked the engineer for October 26 2023, AM - please let us know how you get on

Chris

[Mykola87]

I’ve tried providing this but getting an error when providing my name and contact number 

[Chris-TalkTalk]

Hi Mykola87,

I've sent you a PM requesting a little more information

Chris

[Mykola87]

Yes that’s fine, mornings are best (Thursday or Fridays if possible)

[Chris-TalkTalk]

Hi Mykola87,

If you'd like us to arrange an 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.
• Confirm your mobile number

I've also sent you a PM to confirm some other details

Thanks

Chris

[Mykola87]

Hi Karl, 

Yes please if you could log this for me, that would be great. 

Many thanks

[Karl-TalkTalk]

Hi

Line is in sync at 155mb currently, but this is below the estimated range for the line. Would you like to arrange an engineer ?

Karl.

[Mykola87]

Thanks for checking, that's about what I'm seeing here still after the 30min power cycle, it seems to have improved the latency on the line but the downloads are still far below what we originally signed up for. 

[Chris-TalkTalk]

 Hi Mykola87,

Line test is passing and router is in sync at 148Mbps. Could you switch the modem and router off and leave them off for at least 30 minutes then switch back on and retest. Please let us know if there's any improvement

Chris

[Gliwmaeden2]

Re-escalating this thread for you, @Mykola87, as it's been out of the workflow for a long time. 

Look out for a response from staff during the day  - and keep in touch through the thread!

[Mykola87]

Sorry for the delay, partly forgot I posted and partly haven't had time to diagnose, 

I can confirm there have been no changes since the initial setup, I don't have a phone handset to test the line ( I don't have a voice service at anyrate) modem and router are still connected to the master socket (only socket available), no new equipment has been added to my setup. 

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. I've run a test on the line now which has detected a potential fault towards the property. Can I just confirm, has the set up changed at all since the engineer set this up? Is the modem and router still connected to the main socket? Have you added any new equipment to the line on any extension sockets? Is the voice service ok with no noise on the line?

Thanks

[Gliwmaeden2]

Don't fiddle with things over the weekend, @Mykola87.

Leave everything switched on as usual so that if support staff are running a test it will have been on for several days continually.

They will be back early on Monday, so look out for their response after the weekend.