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.

[Lesman]

Hello Michelle

On Friday, I turned off and on the router and the speed reached about 29 Mbps. Over the weekend I was controlling speed. On Saturday, the speed reached 30 - 31 Mbps and has remained so to this day. I took the measurement about 15 minutes ago. I hope this will be the end of the problems. I think the limit of problems has already been exhausted.

Thank you for your help.

Regards  Les

[Michelle-TalkTalk]

Morning,

How are you getting on?

Thanks

[AllyM]

@Comstock1977 ,

You appeared to be complaining that the speed you were getting was lower than the guaranteed minimum you had been quoted (by means which you refuse to divulge), but this figure was different from what support staff could see on their systems, meaning that the help they were able to offer you was limited.

There is a complaints process outlined on TalkTalk's website and, as I said, the CEOs contact details are freely available so the OP has always had that option.

Also, I'm not sure what a "none employee" is. My best guess is that you mean "non-employee".

[Comstock1977]

Hi Ally.

My compensation was decided by an independant body. An arbiter. Talk Talk agreed & The apology and compo didnt state i was misinformed, either. You appear to be.

Also you do not know the entirety of my complaint - because, i refuse to divulge outside of Talk Talk, and it has nothing to do with you as a none employee.

As this user is experiencing what i was offered, from this forum and call centre:-

Im offering this user an option, instead of a wheel of confusion and pretty poor advice here.

[AllyM]

@Comstock1977 ,

Firstly, the OP can get contact details for the CEOs office quite easily using any search engine. It's not a national secret.

Secondly, I think your own issue was quite different. As I recall, there was never anything wrong with your line. You never actually got the speed increased because you are getting the fastest speed your line can physically support. Your issue was that you were previously mis-informed that your line was capable of faster speeds (although you refused to reveal who informed you of that) and you got (very generous) compensation for that administrative error.

[Comstock1977]

Hi Lesman

Whilst youre waiting for a fix, every 3 months, would you like to contact details of the directors office, to get maybe some compensation?

This isnt spam, i did this in 21/22.

Let me know, im still with talk talk and try to help people experiencing similar to what happened to me -test sockets, new routers, open reach and calls to the call centre, oh and line tests saying everything is fine? Sound familiar?

Let me know

[Karl-TalkTalk]

Hi

try the power down and see how it goes over the weekend.

If no improvement then an engineer may be required.

Thanks  

Karl. 

[Lesman]

Sorry, I was away from home. When I got back, I did as you said. The speed increased to about 27 Mbps, and today it is about 28 Mbps. I was supposed to do that earlier, but after two or three days the speed dropped to around 20 Mbps. Should I now repeat turn off - turn on the router? 

Les

[Karl-TalkTalk]

Hi

The profile is set correctly at 40, can you power off the router for 30 minutes so I can see if the sync rate increases, if not I'll need to pull the DLM logs for the last couple of days to check for errors and pass this across to openreach.

Karl.

[Lesman]

For the last two days the speed was around 30 Mbps, today it dropped to around 21 Mbps. The situation repeats itself - after repair, 2 to 3 days are good and return to the old situation.
Regards.  Les

[Michelle-TalkTalk]

Morning,

Just checking back in to see how your connection has been?

Thanks

[Debbie-TalkTalk]

Hi Lesman

Openreach have now closed the fault as resolved.

Is everything working ok now?

[Debbie-TalkTalk]

Hi Lesman

This fault is still with Openreach, there are no additional updates at the moment, sorry.

Debbie

[Debbie-TalkTalk]

Hi Lesman

I'm sorry to hear this.

I can see that this fault has been passed to Openreach and is under investigation with a line engineer.

We will continue to monitor for additional updates from Openreach.

Thanks

[Gliwmaeden2]

Staff will pick up the thread again after the weekend, @Lesman.

[Lesman]

Hi Chris

Thanks for the advice. The speed returned to about 30 Mbps but after two days (today) it was back to the old 19 - 20 Mbps. I did a line test and got an error message - "fault description -We are working on your fault, Status- In-progress ,Date reported -05/08/2023, Fault reference number- REP-13232462". I don't understand any of this because I got the same message about a week ago. Regards. Les

[Chris-TalkTalk]

Hi Lesman,

Line test is passing but showing some reconnections. Can you switch your router off and leave it off for 30 minutes, then switch back on and retest. Please let us know how you get on

Chris

[Lesman]

After the last fix, the speed was at 34 Mbps, but unfortunately good can't last long. It started to decline gradually. Currently it oscillates between 17 and 20 Mbps. I don't understand anything about this situation. This is the fourth time this year. Can't you really do it once and forget about the problem? About three days ago I did a line test and some problem came up. I do not know where the problem is - with the Internet provider, in the network itself or the quality of the repairs performed. The fact is that it has been raining the last few days. But that probably shouldn't matter. I've been your customer for more than 10 years, but the situation is becoming irritating this year. Please help what should I do next.  Les

[Debbie-TalkTalk]

Hi Les

If the fault only occurs when it rains then it could be an exposed cable.

If the fault does happen again then please let us know and we can arrange an engineer visit and add to the notes that the fault appears to be weather related.

[Lesman]

Hi Michelle

Today, the internet has returned to its parameters. Everything is fine. I don't understand where the problem is that a little more rain and the internet breaks down. Sending an engineer to me now is unnecessary, the internet has its own parameters.

Regards.

Les