Slow speeds

[heather_b]

I have a Fibre 65 package and am not getting the guaranteed minimum speed of 56. I was on a chat for 80 minutes this morning while they did some diagnostics and was told it had been sorted but it has made no difference whatsoever as I've since done another speed test. I'm not even convinced it has ever reached the guaranteed speed since I took out the contract but have never followed it up. 

It's also nigh on impossible to find a link to live chat on the TalkTalk website. I found it completely by accident this morning but can't find it again.

I left Talktalk in 2020 due to the poor service but thought I'd give you a 2nd chance but I'm starting to wish I hadn't bothered. Will someone please help asap.

Thanks 

[Debbie-TalkTalk]

Hi Heather

Thanks for your reply.

I have arranged the engineer visit for 31/05 AM (8am - 1pm)

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

Thanks

Debbie

[heather_b]

Yes please. Next Tuesday morning if possible please. Thanks 

[Debbie-TalkTalk]

Hi Heather

I've checked the connection stats again and the line is in sync at 48.9mb.

The sync speed hasn't increased. Would you like me to arrange the engineer visit?

[heather_b]

Yes please. Thanks

[Debbie-TalkTalk]

Hi Heather

Would you like me to check the connection stats again tomorrow (so we have allowed 48hrs) before going ahead and arranging the engineer visit?

[heather_b]

Hi Debbie. No difference at all. Thanks

Heather

[Debbie-TalkTalk]

Hi Heather

Just checking in, how has the connection been since your last post?

[Debbie-TalkTalk]

Hi heather_b

I have replied to your Private Message and I will check the connection stats/speed again on Friday.

Thanks

[heather_b]

Just found it thanks. Sorry about that 

[heather_b]

Hi Debbie. Sorry I've never used PM before. How do I access it? Thanks

[Debbie-TalkTalk]

Hi heather_b

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

In regards to potential charges, further information can be found here Engineer charges - TalkTalk Help & Support

[heather_b]

Yes please. Thanks Michelle,  I presume there's no charge for this?

[Michelle-TalkTalk]

Morning,

I've re-checked the connection stats and the sync speed has remained consistent but hasn't increased. Would you like to go ahead with an engineer visit to the property and we can confirm some details with you?

Thanks

[Gliwmaeden2]

I'll re-escalate this for you, @heather_b.

[heather_b]

Hi

Can I get an update from you please? 

Thanks

[Karl-TalkTalk]

Hi

The current profile is set at 48mb.  With the router at the test socket we can see if the profile increases.  this may take up to 72hours to change initially, if this does not increase then we can progress this to Openreach.

Thanks  

Karl. 

[Michelle-TalkTalk]

Morning,

Thanks for confirming this and we will re-check the connection stats tomorrow to see how the speeds compare.

Thanks

[heather_b]

Hi. I've received the replacement router this morning thanks and have connected it up using the new yellow cable and microfilter. It's still connected to the test socket.

Thanks

[Karl-TalkTalk]

Hi Heather

A router is on the way.

Regards,

Karl. 

[heather_b]

Yes that's fine thanks