Talktalk keep lowering my line rate

[Semkay]

TalkTalk have again reduced my line rate,this being a regular thing, but normally they reset it to the previous speed on complaint

They also lowered my guaranteed minium speed on renewal of my contract why?. The line rate being lowered had the impact on my throughput. This being obvious as they are linked, lower line rate lower throughput!

I was also not told on renewing my contract that they were going to lower my Min Guaranteed speed.

Speeds I should expect are around 35Mbps I am now getting around 26Mbps why do talktalk keep throttling line rates? Last contact with talktalk help line was 3 1/2 hours with no result what so ever, just the usual tick box routine with their support teams. Getting close to leaving talktalk after many years (20+) possibly more of being a loyal customer!

[amahle-TT]

Estimated Peak Throughput Speed (Mbps) in your account that you should be receiving as you are on Fibre 35 (FTTC-OR)

Highest Download - 31.4

Lowest Download - 28.3 

Minimum Guaranteed Download - 25.4 

Highest Upload - 4.7

Lowest Upload - 4.3

But if you are receiving lower speeds than this, we can continue and run checks to find out where the issue is and what may be the solution, thanks 

[Semkay]

I "Don't" use "wIFI" for my connection to this PC, it's a direct cable connection. I have been through all this before,just let me tell you where I am at.

1   TalkTalk have lowered my minimum Guaranteed min speed  on renewal of my contract in January without my knowledge.

2  Talktalk have lowered  the line rate, throttling the connection" to the cabinet as I am on fiber 35 FTTC and my line will support 40Mbps.

So to put it in bluntly I was miss sold a renewal of contract, and it all comes down to talktalk lowering the line connection rate that gives me a slower throughput obviously, and talktalk have lowered the min guaranteed speed to match the line rate "easy".

[amahle-TT]

I am sorry please allow us to run some checks so we can get a solution, thanks. Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

[Semkay]

No and it is a time waster to go through the tick box route as I spent 3 and a half hours the other day and no outcome was achieved.

Sorry .

[amahle-TT]

I am sorry for any inconvenience caused and I will look into this for you and run checks kindly confirm if you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector

[Semkay]

My renewal was done on the phone and was just supposed to be roll over my existing terms my guaranteed min was 28.9Mbps and now they have dropped that.And all it is,is that they have lowered my line rate and now have had to give me lower Guaranted minimum to match t he line rate.My line will support  40Mbs but it has been set to 32Mbps and I was usually getting 35.7Mbps so lowing the line connection lowers my throughput.

[amahle-TT]

Thank you for confirming, do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

[Semkay]

Tried every thing it's just talktalk lowering the line connection I have been here before lots of times but now they seem to just ignor the fact.

[Semkay]

Yes from home

[amahle-TT]

Hi there @Semkay, I am sorry to hear this. Please confirm if you are messaging us from home so we can look into it for you.

[Divsec]

Hi @Semkay have you tried a 30 minute restart of your router, and which model router do you have?

03451720088 is a good number for customer services and contractual issues. Your post has also been escalated.

[Billx]

Hi, @Semkay 

When did you last renew/ upgrade your TalkTalk contract?

It is that contract and the related  2 TalkTalk Contract Documents. which will tell what you can expect in speeds, and what your minimum guaranteed speed will be.

Ignore any speeds displayed on the TalkTalk website e.g. in 'My connection'. That is usually inaccurate.

So, what was your minimum guaranteed speed stated in the 2 TalkTalk Contract Documents?

Bill