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Minimum guaranteed speed not reached

eidoom
Team Player
Message 42 of 42

After over two years of solid internet bandwidth, for the last two weeks my minimum guaranteed speed has not been met. I have tried all recommended courses of action to no avail: leaving the router off to reset the connection didn't help; I ran a connection test in the service centre which said an engineer would fix it - a week ago I received confirmation that the engineer had fixed the problem but there has been no change in my bandwidth, indeed it has decreased further.

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41 REPLIES 41

Message 1 of 42

Hi eidoom

 

I'm so glad to hear that this fault has been resolved, thanks for letting us know.

 

Debbie

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eidoom
Team Player
Message 2 of 42

Hi,

 

the Openreach engineer has been and fixed the problem. It was a fault caused by Openreach equipment external to the property.

Message 3 of 42

Hi eidoom

 

No problem, please let us know how you get on.

 

Thanks

 

Debbie

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eidoom
Team Player
Message 4 of 42

Thanks

Message 5 of 42

Hi eidoom

 

Thanks for the Private Message.

 

The engineer visit has been arranged for 04/08 AM (8am - 1pm)

 

Please let us know how you get on following this visit.

 

Thanks

 

Debbie

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eidoom
Team Player
Message 6 of 42

I have replied in the Private Message.

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Message 7 of 42

Hi eidoom

 

Thanks for confirming your details.

 

Please can you also confirm potential engineer charges and provide your availability for this visit AM and PM?

 

Debbie

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Message 8 of 42

Hi eidoom

 

I'm just sending you a Private Message to confirm some details so we can arrange this visit.

 

Thanks

 

Debbie

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eidoom
Team Player
Message 9 of 42

Hi Debbie,

 

Yes please.

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Message 10 of 42

Hi eidoom

 

Thanks for your reply.

 

I've checked the connection stats and your line is in sync at 28.1mb.

 

The next step will be to arrange an Openreach engineer visit. Would you like me to arrange this visit?

 

Thanks

 

Debbie

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eidoom
Team Player
Message 11 of 42

Hi Debbie,

 

the router is back on and ready for a sync speed test.

Message 12 of 42
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eidoom
Team Player
Message 13 of 42

Hi Debbie,

 

OK, I will be in touch when I am home again.

Message 14 of 42

Hi eidoom

 

I would need to check the sync speed. The speed tests only show the throughput speed.

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eidoom
Team Player
Message 15 of 42

Hi Debbie,

 

I ran a speed test and live connection test through the TalkTalk service centre before I left, can you access these on my account?

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Message 16 of 42

Hi eidoom

 

Please let us know once the router has been switched back on and we can check the connection stats/speed.

 

Thanks

 

Debbie

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eidoom
Team Player
Message 17 of 42

Hi Michelle,

 

thanks for your reply.

 

Yes, the router is currently off as I am away for a funeral.

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Michelle-TalkTalk
Support Team
Message 18 of 42

Morning,

 

Apologies for the delay. Is the router currently switched off?

 

Thanks

 

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eidoom
Team Player
Message 19 of 42

Hello,

 

I've received the new router, connected it up, and posted back the old one. The speed has not been helped by the new router.

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eidoom
Team Player
Message 20 of 42

OK, will do, Karl. Thank you for the help.

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