VSDL Bandwidth keeps dropping

[Andries]

This I think my third time my bandwidth has dropped, now too 22 Mbps. I am tired of going to the helpdesk who are then follow a complete protocol checking my internal WiFi until they find out the problem is with the TalkTalk connection. Then in most cases nothing happens as I am diverted to yet another team and each time it takes me at least half a day.

Last time I raised this here and it was solved and my speeds was (shortlived) 33 Mbps (28 Mbps is the contracted value), 22 what I have now is on the edge if I work from home and my wife watches TV..
I attach the screenshot from the TalkTalk side showing it already one week below the contracted value and I hope they are able to solve this permanently so I don't have to complain every quarter.

Screenshot from TalkTalk website showing my BW is below 28 Mbps

[Mandisa-TT]

Hi @Andries I completely understand how frustrating it must be to experience ongoing issues with your internet service, I want to acknowledge that while we may not have scheduled an engineer visit in the past, our recent diagnostics indicate that an engineer is now necessary to thoroughly investigate the problem. I appreciate your patience as we work to resolve this matter.
 

Since you mentioned that you will be away until the end of September, please let us know when you return, and we can run further checks on your service. At that time, we can also arrange for an engineer visit if needed, ensuring that we address the issue effectively.

Safe travels, and we look forward to hearing from you when you return.

[Gliwmaeden2]

Engineers are usually booked up to two weeks ahead, @Andries, not further than that.

Talktalk cannot send anyone out without prior agreement about the potential £75.00 because their hands are tied by Openreach who cannot be booked without that being agreed to first. It's not in Talktalk's gift to skip that step for setting up an appointment. 

[Andries]

I understand you did what was expected, but my wife cannot stay at home for her work to wait for an engineer. And I like I stated before TalkTalk should have acted on their site when they noticed by bandwidth was dropping. Instead the threshold was lowered, without notifying me and I do have contract stating 28 Mbps. 
Then proposing to send me an engineer with a possible £ 75,- cost is unfair tbh. 

I must say this is I think the 3rd or even 4th time I issue the same complaint and this is the first time an engineer is proposed. Last time it was solved by the reset, and I accept the reasoning that the line needs investigating, but I cannot accept the £ 75. If TalkTalk does not act on that I simply switch provider. I am entitled to as the do breach the contract by not providing the contracted bandwidth for 2 weeks.

I will be back by the end of September. Can you put in your system I can arrange for an engineer visit in that period?

[ferguson]

Well OK, but if the fault is not at your end then the question of a charge will not arise. I am not sure what the principle is here: your broadband is underperforming and TalkTalk have offered a fix. 

[Andries]

I agree, but I have a contract with TalkTalk they provide a speed of 28 Mbps and they have lowered the threshold to 22 Mbps so no engineering action was initiated . They wait until I start complaining and if I don’t (like 95% as

they have no clue on what the actual bandwidth is) they underperform their contract without penalty. The proof for not delivering the promised bandwidth is on their side. It’s not about £ 75, it’s a matter of principle.

[ferguson]

@sabelo-TT 

OK, thanks for making that clear.  🙂

[Andries]

This is what I can see from my side:

[sabelo-TT]

@ferguson. We have completed all checks and the system is prompting we book an engineer.

[ferguson]

@sabelo-TT 

Is it possible for you to run a test to indicate where the issue might lie i.e. a local loop fault, or something else?

[ferguson]

Have you tested for noise on the voice side? Have you tried connecting at the test socket? The £75 charge only applies if the engineer finds that the issue is at your end of the line.

[Andries]

That's fine. It worked for almost 4 months. 

No appointment in the next 5 weeks and I don't accept the £ 75,- condition.

[ferguson]

That action from Karl was unusual and does not really address the issue i.e. if DLM is reset and the SNR climbs again because of noise on the line then you will be back to square one. The engineer can check for root causes and then reset DLM if required. 

[Andries]

No appointment please.

[Andries]

This is what Karl did and the speed went up to 35 Mbps:  "I've reset DLM profile via Openreach, see if this helps."

Do that and it's done. No need for switching routers, sending engineers. Just reset the line and it will be good.

[sabelo-TT]

I understand. Will it a problem if I schedule the appointment for the given slot since your wife will be available at home?

[Andries]

I reconnected my own router that gives me 21 Mbps, the TalkTalk router, even after reset did not connect.

[Andries]

No, from tomorrow onwards I'm travelling for 5 weeks. So no appointment required. My wife will have to deal with the slower speed. End of September an engineer can come, but I'm not prepared to pay £ 75,-.

[sabelo-TT]

Upon further checking on the available slot, I can confirm that I have managed to find a slot for 19/08/2025 which will be this coming Tuesday between 12:00pm - 15:00pm. Sounds fine with you @Andries ?

[sabelo-TT]

@Andries, I do understand and apologise for this. Please note that I have concluded with my checks and this will need the intervention of an engineer to come to your home and resolve this matter. We will reserve one of our engineers to visit your property and investigate the issue. 
 

Our engineer will check your whole TalkTalk set up to make sure everything is performing correctly, but they won't be able to assist with technical issues on your own personal devices. The booking is made on the basis that you've completed all the checks we've requested, by doing so it will prevent any unnecessary charges. 
 

There must be someone over the age of 18 present for the visit during the scheduled timeslot, as there will be a £75 charge if an adult is not present, the engineer is unable to gain access to your property or if you miss the appointment. 
 

If you need to make changes to your appointment, please respond to the confirmation text sent to your registered mobile number.
Please note that if you amend or cancel your visit after 1 pm on the day before your appointment, you will be charged £75.

[Andries]

There is nothing wrong with my home setup , I don’t need an engineer for that. Rebalance the line, you can do that remotely