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.

[Arne-TalkTalk]

Auto compensation does not cover speed issues , only total loss of services.

[Lesman]

Hello Debbie!

Two days after the repair and so far everything is fine. The problem was in the connection cabinet. The speed remains at 33 Mbps.

After the repair, the router (I received it about 4 weeks ago) could not handle it, it throttled the speed - on the cable it was 35 Mbps and to the computer it let 21 Mbps. It was replaced with an old router from before the failure.

Have you started the case for compensation for failures over a year?

Best regards.

Les

[Debbie-TalkTalk]

Hi @Lesman 

I've arranged the next available PM appointment which is 14th August PM. I've also added a note to the fault ticket to advise that this is a repeat fault. Please let us know how you get on.

Thanks

Debbie

[Lesman]

Hi Michelle

Yes, please arrange for an engineer to come in this afternoon. Openreach can you advise that this has been a recurring problem for over a year and there have been ongoing issues with the line.

Les

[Michelle-TalkTalk]

Hi Les,

I'll book it now. Just to confirm, the first available PM appointment right? If the fault did re-occur then we'd ask Openreach to investigate again and advise that it's a repeat fault.

Michelle

[Lesman]

Ok. I confirm a possible payment for the engineer's visit.

Question - what if the problem returns quickly after the visit? Is there a guarantee period for the good quality of the repair service?

I expect action regarding compensation for more than a year of internet problems.

Les

[Michelle-TalkTalk]

Hi Les,

Thanks for trying this and I'm sorry to hear that the speed hasn't improved. If all testing has been done at the test socket with a different router then you have done everything that is requested, so the chance of an engineer charge is very small, but we have to ask all our customers to confirm before we can book an engineer visit. 

Michelle

[Lesman]

Nothing has changed. The speed is just as low at around 9 Mbps.

I see that the most important thing is my payment confirmation and not the quality of the services I pay for. For over a year, on average around a month, an engineer has been coming, fixing something and coming back again, etc. I don't get what I pay for and no one thought to compensate me for this "quality" of services? That's not a problem. Only the payment in the other direction?

Will TalkTalk finally stabilize its services and find an engineer who will do it once and for all?

I'm sorry, but I'm slowly getting tired of this confusion and losses that I incur working on such internet.

Les

[Michelle-TalkTalk]

Thanks Les. If there is no change then we can book an engineer visit if all testing has been previously completed at the test socket with a different router. We also just need you to confirm that you accept the possible time related engineer charges too please.

Michelle

[Lesman]

OK. I can do it now.

Les

[Michelle-TalkTalk]

Hi Les,

It would be worth rebooting the router just to see if there is any change. Would you like to try this first?

Michelle

[Lesman]

Hi Michelle

Afternoon hours are fine for me. Current speed is still around 9 Mbps.

Could restarting the router change anything and if so, for how long?

Les

[Michelle-TalkTalk]

Hi Les,

I'm really sorry to hear this. I've re-run the line test now which is clear, however I can see that the sync speed has dropped. If the set up hasn't changed then the next step will be to arrange an engineer visit to the property. Please can you confirm acceptance of possible time related engineer charges and also provide a few days availability AM (8-1) and PM (1-6) and we can book this engineer visit in for you.

Thanks

Michelle

[Lesman]

Sorry, not a "ticket" but a "case"

Les

[Lesman]

Hi Chris

And everything is back. The internet speed dropped from about 34 Mbps on Saturday to about 6 Mbps and has remained at about 9 Mbps to this day.

When checking the speed on Talktalk through my account, I wanted to check the connection status, but unfortunately I couldn't. I have an unclosed ticket from July 9, which was made a long time ago.

I can break down.

Can you do something about it to end it and return to normal permanently?

Regards

Les

[Chris-TalkTalk]

That's great news Les, thanks for letting me know 🙂

Chris

[Lesman]

Hi Chris

Yes, everything is back to normal. The speed is now 33 - 34 Mbps. That is, as it was.

I am surprised by only one situation. The day after the report, where the speed was about 16 Mbps, the computers came back to life, working on the Internet. Suddenly, they started opening websites normally, even though the speed was not fast.

That is how it is now.

It is incomprehensible to me.

Thank you for your quick and effective help.

Best regards.

Les

[Chris-TalkTalk]

Hi Les,

How are you getting on, I can see that Openreach have cleared and closed the fault?

Chris

[Michelle-TalkTalk]

Morning,

I've checked the fault for an update and the fault is still under investigation with Openreach, no additional updates as yet. We'll continue to monitor for updates for you.

Thanks

Michelle

[Debbie-TalkTalk]

Hi Les

The line test is detecting a potential fault so I've escalated this over to Openreach to investigate.

We will post back here as soon as we have further updates.

Thanks