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.

[Anonymous]

Hi Les,

Thanks for the update. If it's Openreach maintained equipment then no time related charges will apply. Did the engineer say when they would be back to complete the work?

Michelle

[Lesman]

Hi Chris

The engineer came and found that the cable from the external distribution box to my house was damaged. This cable is to be replaced and at the same time the socket mounting location in my house will be changed. For now I have to wait patiently.

What costs will I incur for these changes?

Best regards

Les

[Chris-TalkTalk]

I've booked the engineer for - January 06 2025, PM - please let us know how you get on

Chris

[Chris-TalkTalk]

OK I'll book it now and get back to you with the details

Chris

[Lesman]

Please schedule an engineer's visit in the afternoon between Monday and Wednesday.

Best regards

Les

[Chris-TalkTalk]

Hi Lesman,

Just to confirm, are you available any afternoon going forward, we can usually get an appointment next working day or the working day after?

Chris

[Lesman]

A good time is after 12:00.

As for the date, please let me know when and I will adjust to that.

Regards.

Les

[Anonymous]

Morning,

Thanks for the update and I'm sorry to hear this. I've re-run the line test now which is detecting the fault towards the property so we'll need to book another engineer visit. We'll also make them aware that this is a repeat fault. Could you provide a few days availability AM and PM and we'll get this booked in for you.

Michelle

[Lesman]

Hi Chris

On December 24, an engineer came to fix a fault on the line. He did some magic outside my house and came to check the speed at my house. Sensation! The speed to the router was 34 Mbps and to the computer 31 Mbps (before the repair it was below 20 Mbps).

The joy lasted a long time, until the next day (December 25).

The speed dropped to about 17 Mbps, and finally reached about 20 Mbps. The Internet started to drop out.

This situation continues to this day.

Is the problem so big that it is unrepairable or is the problem a lack of specialists who know how and can fix it?

Please help me solve and close this problem.

Best regards

Les

[Chris-TalkTalk]

Hi Les,

Apologies for the delay, as Gliwmaeden2 has said, it looks as though your thread wasn't pulled back into our work queue when you replied.

Line test is failing so I've raised this to Openreach again for further investigation. Openreach will investigate and may contact you directly if they need to access your home

Chris

[Gliwmaeden2]

Re-escalating this thread for you.

It's likely that the thread had fallen out of the workflow when you last posted, @Lesman.

Anyway, staff should pick this up again before Christmas. 

[Lesman]

Hi Chris

On December 3rd I informed you about the situation with the internet speed. To this day I have not received any response from you.

The situation has not changed to this day. The speed is still around 18 - 20 Mbps - below the guaranteed minimum (it exceeded the guaranteed minimum twice but for a very short period - less than a day).

Is this the end of possibilities and will it stay like this or will something be done about it?

Best regards.

Les

[Lesman]

Hi Chris

Unfortunately, the internet lasted three days on the new profile. On Sunday, the speed began to drop to 18 Mbps and has oscillated between 19 and 21 Mbps to this day. Where is the problem in this situation - if the line is good, is the problem with your equipment?

Best regards

Les

[Chris-TalkTalk]

Hi Les, 

If we could just see how it goes on the new profile, hopefully the speed will remain stable

Chris

[Lesman]

I checked the speed a moment ago and indeed, the speed increased to about 31 Mbps.

Will it stay like this?

Thanks for your help.

Best regards

Les

[Chris-TalkTalk]

Hi Les,

Line test is passing and sync speed is now 32Mbps, DLM changed your profile in the early hours of this morning. Have you noticed a speed increase today?

Chris

[Gliwmaeden2]

Re-escalating this for you, @Lesman.

[Lesman]

Hi Chris

However, the joy was premature.

Since Monday, the speed has dropped to about 20 Mbps and it is still at that level. There is no desire to return to normal levels.

Please, check where the problem is, that despite "repairs" the quality is getting worse - one is being repaired and the other is broken. Regards

Les

[Chris-TalkTalk]

OK Lesman, just let us know if you experience any further problems

Chris

[Lesman]

Hi Karl

Sunday, November 24.

The Internet sped up to 29 Mbps and stayed that way all day.

We'll see what happens tomorrow.

Regards.

Les