Fibre 65 - 40% speed after Renewal Agreement

[Choke]

Long story short - about 2 weeks ago I agreed a new deal over the phone with TT.

Speaking to a nice woman in South Africa at the time it was suggested that in order to get the agreed new contract implemented quicker than 30 days (I'd cancelled a deal in the cooling off period and set up a new package price), TT would downgrade my current Fibre 65 to Fibre 35 for 24 hours only so that they could, on the system, put me back to Fibre 65 the very next day under the new terms. I voiced my reservations in terms of performance issues if it wasn't implemented properly but was assured all would be fine as it was a manual 'clerical' process, purely to get me the package deal I'd agreed quickly and negate the need for me to instead ring back and speak to some other different person in 30 days time to try and explain from scratch what I needed doing in terms of switching my Fibre 65 speeds back on.

For that one night my speedtest did show the downgrade had happened and my Fibre 65 50mbps download was now about 30mbps (as expected). Then the following day it went back to 50mbps as it should have, after TT had rung me to confirm I'd been put back to Fibre 65.

Now...last night and today I've noticed my 50mbps DL and 8.5mbps UL has dropped to a mere constant 20mbps DL and 3.5mbps UL. Spoke with Tech via chat who said it's 'normal' maintenance procedure to test line but a) I already had a stable Fibre 65 working for years and b) this was a 'clerical' alteration suggested by TT for only 24 hrs and supposedly it was their way to specifically get me on the new price deal quickly with no drop in performance.

I'm now wondering if someone at the TT end switched me back down to Fibre 35 in all the confusion with how they decided to implement my new deal change? Need guidance please. Thanks.

[Karl-TalkTalk]

Hi

One of our tests is failing. I've logged this out to Openreach to Take a look. 

They may not pick this up until tomorrow or Wednesday with the Bank Holiday.

Karl.

[Choke]

Just done what you suggested. Unfortunately same results though. Download fine at around 50mbps. Upload still struggling at barely 1mbps.

[Chris-TalkTalk]

Could you just switch your router off for 30 minutes, then switch back on and check to see if the speed has increased. Please let us know how you get on

Chris

[Choke]

Hi Chris.

Any idea how long they restrict the line after a fault? Currently running at below 1mbps upload and in a heavy usage household of 4 adults, to be honest, it's killing us at the moment.

Download is back to what I'd expect but it's the upload that's currently operating at about 12% of what it should be. When it is hopefully restored, is it another visit by them to the exchange to set it back to what it should be or can that be done remotely?

Cheers.

[Chris-TalkTalk]

Glad to hear that you been happy with the support provided by the Community, thanks for the great feedback 🙂

Chris

[Choke]

Cheers Chris. Thanks for your speedy assistance on this. Much appreciated. So much easier to get things moving from this forum than trying to repeatedly ring a number to then go through the same test procedures with different people each time before you can get to the nub of your problem.

[Chris-TalkTalk]

Hi Choke,

That's great news, thanks for the update. If you do experience any further problems please let us know

Chris

[Choke]

So my broadband went off completely this afternoon and still with no landline at all, I hoped this was an engineer sorting the problem. Indeed, it's just come back on and I immediately had the engineer call me to say he'd fixed my problem and the cabling at my exchange was 'a mess'. Other providers being added to the network had apparently left the exchange in a state of disarray (?).

Told him I'd done a quick speedtest as soon as the broadband had come back on and it showed me that I was immediately back to 50mbps DL but the upload was still just over 1mbps, when it should be about 8.3mbps. He said it should correct itself after time. Hopefully that is the case.

[Chris-TalkTalk]

No problem 🙂

[Choke]

Cheers Chris for your speedy reply. Thanks and here's hoping they can sort it quickly without fuss.

Of course, because I don't use the landline very much at all nowadays I have no idea how long it's been dead. The last call I had on it was 2 weeks ago when a TalkTalk rep rang me to confirm my Fibre 65 package was back up and running.

[Chris-TalkTalk]

Thanks. Line test is picking up a potential issue so I've logged this to Openreach as a non-appointed task. Openreach will investigate over the next 72 hours and may contact you directly if they need to access your home

Chris

[Choke]

Hi Chris. Thanks for your reply. Just got back into this today.

No, not in test socket - where it always is in the main socket hub....BUT...I don't use it hardly at all nowadays but I've just checked my landline phone and it's completely dead. No dialling tone or anything. Clearly that's where the problem lies then, and I'm assuming it's just a mad coincidence that it's gone kaput around the same time my Fibre package was tinkered with over a 24 hour period.

Hopefully this helps to diagnose and fix my issue. I look forward to your guidance.

[Chris-TalkTalk]

Hi Choke,

I'm sorry to hear that you are experiencing problems with your service. Line test is picking up a potential issue, sync speed is low and there have been some disconnections

is your router currently connected to you test socket - Your guide to main phone sockets - TalkTalk Help & Support

Are you experiencing any problems with your telephone service, any noise on the line?

Chris