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.

[ferguson]

@Lesman 

Did you miss the message from Chris immediately prior to your last post?

[Lesman]

Hi Michelle Please explain to me what this is about.

Order of facts:

1. The Internet is down. The speed drops to 5 Mbps, the router loses connection - it constantly searches for the Internet

2. I am informed that the problem is on a line outside my home, an engineer will come to repair it, I do not have to be at home.

3. Then I get information that I need to order an engineer's visit. There is a place in the email - do it here.

4. After entering my account, the reporting field is supposedly active (blue), but it does not work.

5. I check the download speed and it is already about 9 Mbps, but the upload speed is almost the same.

6. On Friday, I reset the router (I turn it off for 30 minutes) and the speed suddenly reaches about 32 Mbps - the same as before the failures.

7. Sunday - speed dropped to about 20 Mbps.

8. I want to access my account, but it turns out it's impossible. A message is displayed - "To keep your account secure the link must be opened from the device and browser it was requested. Please try again."

This is a completely absurd situation, as I haven't changed my computer or browser for over 10 years, and previous access to my account was normal.

My neighbor has the Internet from TalkTalk, he is in the same telephone network and has peace of mind, and I have had constant surprises since March.

I have been with you for over 10 years, I pay fees regularly, but not to have annoying surprises, but to have stable internet.

Please explain to me what is happening and whether I will finally have stable internet.

Regards  Les

[Chris-TalkTalk]

Hi Lesman,

We can arrange the engineer, I've sent a PM to confirm some details

Thanks

Chris

[Gliwmaeden2]

@Lesman, look out for an update from @Michelle-TalkTalk in the morning to confirm next steps. 

[Lesman]

Hi Michelle

Please help. I was informed that I had to make an appointment with an engineer. How do I do it? After entering my account, the "Contact our team" button does not work!

Regards  Les

[Michelle-TalkTalk]

Good afternoon,

I've checked again and it looks like the fault has now been assigned to a line engineer. I should hopefully know more by tomorrow morning so I'll keep an eye on this for you.

Thanks

[Michelle-TalkTalk]

Morning,

I've re-checked the fault and this is still under investigation with Openreach at the moment. We'll continue to monitor for additional updates.

Thanks

[Michelle-TalkTalk]

Hello,

Thank you for confirming. The line test is still detecting a potential external line fault and I can see that the connection looks unstable and that the sync speed is also varying. I've escalated this over to Openreach now for an external line investigation to be completed and we will re-check the fault first thing in the morning for any additional updates.

Thanks

[Lesman]

Landline calls are clear. The router periodically searches for a connection to the network.

Regards.   Les

[Michelle-TalkTalk]

Morning,

I'm really sorry to hear this. I've re-run the line test now which has detected a possible fault. Just before we pass this over, could you confirm if the voice service is ok with no noise on the line please?

Thanks

[Lesman]

To clarify the problem information: August 28 The current download speed is about 4 Mbps and upload speed is about 7 Mbps. I don't understand why the upload speed is higher than the download speed?

Regards  Les

[Lesman]

To clarify the problem information: The current download speed is about 4 Mbps and upload speed is about 7 Mbps. I don't understand why the upload speed is higher than the download speed?

Regards  Les

[Gliwmaeden2]

Most staff are away till Tuesday, @Lesman.

Re-escalated for their attention. 

[Lesman]

Hello Michelle

On Friday, August 25, the internet connection dropped twice and the speed dropped from 29 Mbps to 21 Mbps. On Saturday, August 28, the speed returned to about 29 Mbps. Sunday, August 27 - the internet keeps breaking down, the speed drops to about 8 Mbps. I did a line test and got a message that there is a problem with the line. I don't count how many times this year this problem repeats itself, but it's getting annoying. Can't you fix this line once and for good so that these problems don't happen again?

Restarting the router does not change the situation.

Regards   Les

[Michelle-TalkTalk]

Good afternoon,

Thanks for confirming and please let us know if you do need any assistance.

Thanks

[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.