speed problem

[Lesman]

Hello.

I have a contract for a Fiber35 package. The download speed is about 27 Mbps and the upload speed is about 6 Mbps. On February 23, the speed suddenly dropped to about 13 Mbps to the router and 11 Mbps to the PC. A line check showed a problem. On March 2, an engineer arrived. After his visit, the speeds did not change much and the line test continued to show the problem. After about three weeks, the line test shows that everything is fine, but the speeds to the router are 18 Mbps and to the computer 15 to 16 Mbps. This situation continues to this day. I don't understand why the speeds can't go back to normal as they were according to the subscription, and it's been over a month! My neighbor has Internet on the same network and still has normal speeds and we are connected the same way!! I do not understand! I'm still using the original router and cables I received when I first connected, and why is the speed difference 2 to 3 Mbps? Please explain this problem to me and help me get back to normal.

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this and I will take a look now. I've run a test on the line now which is clear, however I can see that the sync speed has started varying and there are a few re-connections showing on the line. If the set up hasn't changed then we can arrange an engineer visit. Would you like us to arrange this for you?

Thanks

[Lesman]

Hi Debbie

It's been about three months since the last fix and the problem is back. A few days ago, the speed dropped from 34 Mbps to 14 Mbps, but returned to normal. Today it rained all day and the speed dropped from 34 Mbps to 6 Mbps. I don't understand any of it. A little rain and the internet breaks? I've done all the tests at home and the results are similar. I ran the connection test and received information that everything is fine! Weird. I used another site to check the internet speed and the result is the same. I don't understand why with such a slow download speed, the upload speed is so much faster?

Please help.

Les

[Debbie-TalkTalk]

Hi Les

I'm so glad to hear this. If you do experience any further issues with the connection/speed then please let us know.

Thanks

Debbie

[Lesman]

Hi Debbie

Since April 12 after the repair, the internet speed is fine until today. It keeps a good level all the time.

Regards.  Les

[Debbie-TalkTalk]

Hi Lesman

Has the connection/speed been ok since your last post?

In regards to compensation, further information can be found here About your auto compensation credit

[Lesman]

Hi Debbie

Finally, after two months, my internet was back to normal. For two days it has been reaching speeds of up to 30 Mbps. On April 11 and 12, the engineer looked for the problem and finally found it. However, for two months I was paying full fees which were not adequate to the service I received.

Regards.  Les

[Debbie-TalkTalk]

Hi Lesman

Please let us know how you get on following the engineer visit.

Thanks

Debbie

[AllyM]

@Comstock1977 ,

Your issue was not in any way the same as this one.

In your case the staff on the forum were unable to assist as the speed you were getting was above the guaranteed minimum recorded on their systems. There is no technical fault. You are getting the fastest speed your line can support. The only anomaly is that you say you were previously promised a faster speed and, as I said on your own topic, you have managed to get yourself extremely generous compensation for that piece of misinformation.

@Lesman has not been "mis-sold" anything. A fault has developed with their service, and they appear to have an Engineer booked who will hopefully get it rectified.

[Comstock1977]

Hello

I had the same issue in 2021 - the chat is here:-

bought fibre 65 got fibre 38 - Page 3 - TalkTalk Help & Support

If you click on page 1 you will see i got £150 compensation   - and a further discount in year 2.

Done engage here you will be advised to use the test socket and simply be told by TT and its helpers to accept this.

Contact the directors office -i can post the address if you like, you will then go above people on this forum and get some cash  - yopu have been mis sold, you will be compensated if you contact H/O.

Have a read of my thread and ignore anything that mentions a test socket - youll be in a test socket limbo forever.

[Chris-TalkTalk]

Thanks. I've booked the engineer for - April 11 2023, PM - please let us know how you get on 

Chris

[Lesman]

Yes, I accept.

This will be the engineer's second visit for the same problem. I think it's effective.

Every day after 12 pm I am at home.

[Chris-TalkTalk]

OK thanks. Could you just confirm that you accept potential engineer charges and let us know when you can be available for the visit and we'll book it for you

Chris

[Lesman]

I filled out the PM. I registered with you more than 10 years ago and I don't remember everything. What's next?

[Chris-TalkTalk]

I can see that Gliwmaeden2 has pointed you in the right direction, please let us know if you need any further assistance

Chris

[Gliwmaeden2]

Top right when signed into the forum, you should see a number, @Lesman. click there to reveal the message envelope and click again to open it.

[Lesman]

Sorry, but I don't know where to find "PM"

[Chris-TalkTalk]

Thanks but could you please answer the security questions in my PM

Chris

[Lesman]

Yes, please book. My mobile number is XXXXXXXX REMOVED FOR SECURITY REASONS 

[Chris-TalkTalk]

Ok, if you'd like us to book 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.
• Confirm your mobile number

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

Thanks

Chris

[Lesman]

Hi Chris

Yes of course. Please let me know when.