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.

[Debbie-TalkTalk]

Hi @Lesman 

The fault has been assigned to a line engineer this morning and we should hopefully have additional updates later this afternoon.

Thanks

Debbie

[Michelle-TalkTalk]

Hi Les,

Thank you for confirming. The line test is still detecting a potential external fault so I've passed this straight over to Openreach now and we'll check first thing in the morning for an update for you.

Thanks

Michelle

[Lesman]

I just checked the landline phone - the signal voice is clear.

Les

[Michelle-TalkTalk]

Hi Les,

I'm sorry to hear this. I've run a test on the line now which has detected a potential fault. Can I just confirm if the voice service is ok or experiencing any issues before we pass this over to Openreach please?

Thanks

Michelle

[Lesman]

Hi Chris

And the speed fun returns again. Tuesday 11.09 the speed from about 33 Mbps drops to about 19 Mbps and until Friday it fluctuates between about 30 and 6 Mbps. Since Friday it has been around 18 - 19 Mbps, to drop to about 6 Mbps today and return to the level of 18 - 19 Mbps (below the guaranteed one). I understand the difference of 5 Mbps (different network load) but such a difference is probably not normal. Can you check what this is about?

Regards

Les

[Chris-TalkTalk]

Hi Les,

Arne will get back to you when he gets around to your thread

Chris

[Gliwmaeden2]

Not all boards are supported every day, @Lesman.

Also, don't send a PM to staff unless they specifically ask you to.

[Lesman]

Using the "Start a topic" button I created a "New message" under the title "engineer visit fee" and sent it. When contacting you the answer or reaction is quick, hence my surprise at the silence after sending a new email.

Les

[Debbie-TalkTalk]

Hi Les

Have you created a new post/topic on the billing section?

My colleague Arne will respond to this as soon as possible.

[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