Ongoing problems with slow broadband speed

[rodcallen]

Please see attached.

This issue has been ongoing for several months following an engineer visit and a new router installed.

I have carried out all the checks TalkTalk suggest (as far as I am aware)

Just powered down for over 30 mins and then connected direct to router via ethernet cable.

No difference (as per attached)

Not even getting 32 mbps into router at point of entry.

Under contract until March 2023 otherwise I would leave TalkTalk in a heartbeat. 

Any suggestions / advice please as not sure what to do next.

Have tried 'live web chat' in the past and after several hours going backwards and forwards to eventually get an engineer to visit not keen to revisit this option again... 

[Arne-TalkTalk]

Hi @rodcallen

A credit has been raised to refund the charge.

You will be able to request a refund via My Account in the next 24 hours.  

Regards

[rodcallen]

Hello

Engineer visited 4th July 2022.

Checked line, indicated low speed. Installed new 'all in one box' on the wall - filter etc all built in. Also checked junction box in village. Speed back to acceptable level after visit so pleased with outcome.

However monthly direct debit from TalkTalk has been taken today with the £65.00 Engineer visit charged for.

Please can you credit this amount back to my account ASAP.

Many thanks.

[Chris-TalkTalk]

I've booked the engineer for Monday afternoon - July 04 2022, PM (1pm-6pm) - please let us know how you get on

Chris

[Chris-TalkTalk]

Yes that's fine. I'll book the engineer and get back to you with the details

Chris

[rodcallen]

1st PM

4th PM

6th PM

7th PM

11th PM

12th PM

13th PM

Are these dates a sufficient range ?

[Chris-TalkTalk]

Thanks for answering the security questions. Are you available any day, do you just want me to book the earliest appointment available?

Chris

[Chris-TalkTalk]

OK thanks 🙂

[rodcallen]

Yes can confirm potential engineer charges and visit availability.

I will also reply to PM.

[Chris-TalkTalk]

OK, 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.

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

Thanks

Chris

[rodcallen]

Yes we would like an engineer visit please as the current arrangement is below our TalkTalk guaranteed speed into the router.

[Chris-TalkTalk]

Ok thanks. To investigate further we'll need to arrange an engineer visit. If you'd like us to do this please let us know and we'll confirm some details

Thanks

Chris

[rodcallen]

Connected to test socket on Monday as confirmed with your colleague Chris.

Connected from test socket direct to router continuously since Monday morning.

[Anonymous]

Morning,

I've re-checked the connection stats and I can see that the sync speed hasn't increased. Can I just confirm, did you have a chance to connect the router back at the test socket please?

Thanks

[Chris-TalkTalk]

OK thanks 

[rodcallen]

Okay will do. 

I will send an updated speed test screenshot in due. 

[Chris-TalkTalk]

Sorry about that, could you connect your router to the test socket again and leave it there for at least 48 hours. If there is then no improvement in speed then the next step will be to arrange an engineer visit to investigate further

Chris

[rodcallen]

No, not aware that this length of time was needed.

[Chris-TalkTalk]

OK thanks. Did you have the router connected to your test socket for at least 48 hours (this is to allow the line management system (DLM) to monitor and respond to any improvement and move you to a faster profile)?

Chris

[rodcallen]

No, connected back to normal socket.

Multiple speed tests show speed direct to router (via test and normal socket) below TalkTalk guaranteed speed. 

[Chris-TalkTalk]

Hi rodcallen,

Is your router still connected to your test socket?

Chris