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]

After about three weeks of normal internet, the problems returned again about three weeks ago. The speed dropped from 30 mbs to about 6 mbs and increased again, sometimes the internet completely disconnected. After the engineer's visit, the speed returned to normal, around 30 mbs, but only for three days. The speed swing is back but this time in the range of 30 mbs to 14 mbs. On December 13, I tested the connection and received a message that the problem was on the line outside my home. Probably the engineer was checking the line and yesterday I received information that the engineer must come to my house because the problem is mine. The received message included information about clicking on the blue box to make an appointment with an engineer - but this box did not work and I could not make an appointment with anyone. Since yesterday, the internet speed has been oscillating between 12 and 20 mbs. I don't understand any of this. This is not the first time. This internet roller coaster has been going on since April this year and repeats itself on average every month and a half. I keep getting information that the problem is mine, but no engineer did anything at my house, only on the line!! This is very irritating and the worst thing is that I have already lost my job twice - when the Internet connection was disconnected. I pay a fixed amount and in return I do not receive stable Internet, but a variable speed and sometimes connections, and the Internet provider does not think about any compensation for this situation but continues to charge a fixed fee. I am asking for help in resolving this situation and returning to normal, stable internet.

Regards

Les

[Gliwmaeden2]

@Lesman, here's the link re automatic compensation again:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

However you will see that it covers only total loss of service  / no show engineers / delay to the start etc, not the sort of ongoing slow speeds etc that your line suffered from.

You will need to follow the Complaints process (detailed at the foot of the page in the link) and they would look into how much time speeds were simply disappointing and how much time below the minimum guaranteed speed - the service continued though poorly and a lot of engineer visits were necessary before it appeared to be put right.

But compensation for this sort of thing is not automatic. It will be assessed on a case by case basis, so discretionary. 

[Lesman]

For over a week (with minor problems on Monday, October 2), the internet has maintained good parameters. I guess this is the end of a series of problems.

In the period from April to September 2023, I had several failures (about 6 times) with my internet, where the cause was outside my home.

I am asking for compensation for loss of services during this period.

Regards

Les

[Michelle-TalkTalk]

Morning,

Ok thank you for confirming and if this does happen again then we can book an engineer visit for you.

Thanks

Michelle

[Lesman]

Hi Michelle

Sorry it's only now, but I was away from home. Currently, the speed is around 32 Mbps. This lasts from midnight Sunday to Monday. Everything happened without an engineer visiting my home, so as in previous failures, the problem was still on the line outside my home, and not as suggested in recent emails. I think it was the last failure ending a six-month cycle of failures.

Thank you for your help.

Regards.  Les

[Michelle-TalkTalk]

Morning,

I'm sorry for the delay. Thanks for the update, how has your connection been since your last post?

Thanks

Michelle

[Lesman]

Hi Chris

It's 00.40 at night and suddenly my computer came to life - it started responding quickly as usual.

I checked the speed - about 32 Mbps. Compared to my last post, a big shock for me.

The connection between the router and the computer is still the same.

I don't understand any of this, why did the previous measurement give such a result and the help suggested there was a problem with the computer-router connection?

Will this be the end of the problems or will there be another repeat of this situation in two or three weeks?

Regards.   Les

[Lesman]

Of course. Right after receiving it on Friday.

[ferguson]

Did you respond to the PM from Chris? Otherwise, wait until the support team are back online tomorrow. 

[Lesman]

Hi Chris

I have not yet received information about the date of the engineer's visit. What happened?

This evening I received an email from TalkTalk directing me to a speed test. Test result - speed to the router 29 Mbps, speed to the computer - downloading about 5 Mbps, sending about 8 Mbps.

The computer and the router have been connected with a cable (60 cm) for several years and it was fine and suddenly there is a problem?

Complete nonsense!!! What this is about? I have enough of this.

The problem has been going on for 6 months - some repair, a few weeks fine and then repeat. Strange emails from TalkTalk about connecting to the team, where none of the call buttons work.

Where is the problem - in the quality of repair or service?

When will this finally end and I will have normal internet that I pay for?

Can you explain this situation to me and do something to finally end it?

Regards  Les

[Chris-TalkTalk]

No problem, I've sent you a PM to confirm some details I'll then book the engineer 

Chris

[Lesman]

No problem. Please make an appointment on Monday or Tuesday between 8 a.m. and 1 p.m

Les

[Chris-TalkTalk]

Hi Lesman,

The engineer visits are either AM (8am-1pm) or PM (1pm-6pm) - sorry, I don't know why the button isn't working. We can usually get an appointment next working day so are you available either AM or PM Monday and Tuesday next week?

Chris

[Lesman]

One more question.

Can you explain to me what the problem is that after logging in to my account, I cannot arrange an engineer's visit - the contact with the team button does not work.

Les

[Lesman]

Hi Chris

Monday, Tuesday, Thursday, Friday from 10 a.m. to 2 p.m. I will definitely be at home during this time.

If the visit is at a different date, I will try to adapt to it.

I only ask for information about the date of the visit.

Thank you for your help.

Regards   Les

[Chris-TalkTalk]

Hi Les,

Could you let us know when you can be available for the visit and we'll book it for you

Chris

[Lesman]

Hello Michelle

Happiness doesn't last long. The situation returned again - from Wednesday, September 13, the speed dropped to approximately 5 Mbps. Yesterday I received the first e-mail - an engineer will be sent, I don't have to be at home because the problem is on the line. Today's second e-mail - I need to arrange an engineer's visit and there is a box - "do it here". However, once you log in to your account, you can't make an appointment - the contact box doesn't work.

Everything is done exactly the same as last time, several days ago.

When will this comedy finally end? When will the line finally be repaired and working properly?

I pay full fees and I get problems. These problems have been going on since the end of March this year.

Is the only solution to change your internet provider?

An engineer's visit to my home if necessary - please let me know when and I will adjust.

Please help me solve and close this case.

Regards.  Les

[Michelle-TalkTalk]

Hello,

I've included a Help Guide below on how our Compensation Policy works. This covers delays to the start of the service, total loss of service faults and missed engineer appointments.

About your auto compensation credit - TalkTalk Help & Support

Thanks

[Comstock1977]

Ask for compensation for your loss of service

[Michelle-TalkTalk]

Morning,

Glad to hear that your speeds have remained consistent and thanks for letting us know 🙂

Thanks