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 

Nothing wrong, just a wee lack of patience. Give Arne a chance, he has plenty of other queries to deal with. 

[Lesman]

Hi Debbie

According to your advice, yesterday I opened the page you indicated. I opened a new topic and sent a message. So far, no one has responded. I found Arne-TalkTalk and wanted to send him a private message, but the program throws me out and prevents me from sending.

What am I doing wrong that I can't contact a person from the TalkTalk team?

Les

[Debbie-TalkTalk]

Hi Les

I'm sorry to hear this.

The Openreach engineer left notes to advise - Engineer has proved a working connectivity to customer.

If you believe this to be incorrect then you can create a topic in our Billing section here Billing - TalkTalk Help & Support

My colleague can then take a look at this for you.

[Lesman]

Hi Michelle

Today I received a bill for a TalkTalk service and I was shocked. I was charged £75 for the engineer's visit. This is completely incomprehensible to me, because before coming to me the engineer first fixed the connection in the distribution box and then only checked if the speed had improved. This is what he told me when I spoke to him. This is confirmed by the fact that he carried out about three speed tests before the speed reached the expected level. So the problem was outside my home (as it had been for over a year) and I was charged for the engineer. So I am paying for someone else's negligence, inadequacies or other mess. I do not understand any of this. Please reply quickly and explain this situation.

Les

[Michelle-TalkTalk]

Morning Les,

I'm glad to hear this and please let us know if anything does change.

Michelle 🙂

[Lesman]

Since this "router miracle", the internet speed has been constantly at 34-35 Mbps.

This phenomenon is still incomprehensible to me.

I apologize for only replying now, but I was away from home.

Regards

Les

[Chris-TalkTalk]

Hi Lesman,

Sync speed is 35Mbps, is everything OK at your end?

Chris

[Michelle-TalkTalk]

Hi Les,

Thanks for confirming. We'll check your connection stats again in a few days to see if the sync speed is still remaining consistent.

Michelle

[Lesman]

Hi Chris

Yes, but this router was previously turned off twice for over an hour.

And every time it was turned on it was like a new session and nothing changed.

Maybe there was some work on the line?

The speed is still at 34 - 35 Mbps since yesterday's post

Les

[Chris-TalkTalk]

Hi Lesman,

It does seem more likely that it was the start of a new session that caused the speed increase rather than the change of router if switching back to the old router maintained the same speed. How has it been since your last post?

Chris

[Lesman]

I would agree with that, but I had previously restarted the router twice. It had been off for over an hour and there was no improvement. Only by installing another router did it improve. Could it be that my router is freezing or is reaching the end of its useful life?

Les

[Gliwmaeden2]

Sometimes just switching off the router can enable a new session to start at the exchange and it should be one of the first things to try whenever you have problems with speeds.

Possibly you just left things unplugged for long enough this time, @Lesman!

[Lesman]

Hi Arne

On August 14, the engineer repaired it and the speed returned to normal (around 34 Mbps) to gradually drop after about three days and on August 20, the router loses connections to drop to about 8 Mbps, increase to about 15 Mbps and to this day maintains the level of 13 to 18 Mbps, which is below the "guaranteed minimum".

Restarting and other magic does not change anything.

I wanted to do a connection test but I can't because I still have previous reports open for which I received information about their completion a long time ago.

I connected another router and suddenly the speed increased to 35 Mbps. Shock! I returned to my router and the speed was the same - 35 Mbps. The router switching took place about an hour ago.

What's wrong? Switching routers took about 15 minutes and suddenly after six days of problems with the speed, the router with the low speed returns to normal? I don't understand any of this. Will this be the end of the problems that have been going on for over a year or is this a temporary outburst before the next problems?

Can you explain this to me?

Regards

Les

[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