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.

[Michelle-TalkTalk]

Hi Les,

No additional updates from Openreach. Have you seen any contractors starting the work?

Thanks

Michelle

[Michelle-TalkTalk]

Hi Les,

Still with Openreach and contractors. No additional updates.

Thanks

Michelle

[Michelle-TalkTalk]

Hi Les,

No additional update as yet so I'll check again later on today.

Thanks

Michelle

[Michelle-TalkTalk]

Morning Les,

No problem. I'll check again on Monday for you.

Thanks

Michelle

[Lesman]

Hi Michelle

Thank you for guiding my case.

I think the subject will start only next week when the temperatures are positive.

We have no influence on the weather.

Best regards.

Les

[Michelle-TalkTalk]

Morning,

No further updates as yet. It's possible that it may be affected by the current weather conditions if dig work is required but I'll continue to monitor and will keep you updated.

Thanks

Michelle

[Michelle-TalkTalk]

Good afternoon,

No additional updates as yet from Openreach/contractors so I'll check again in the morning for you.

Thanks

Michelle

[Michelle-TalkTalk]

Morning,

I've checked and there are no additional updates as yet from Openreach so I'll check again later this afternoon.

Thanks

Michelle

[Michelle-TalkTalk]

Morning,

I've checked the fault and there is an update from Openreach to advise that the fault has been passed to contractors to complete this dig work so I'll check again tomorrow for a further update for you.

Thanks

Michelle

[Lesman]

There will be a junction box mounted on the wall outside the house and it will be run from there to the socket in the house. I think I probably didn't mix anything up.

At the moment, the internet between breaks reaches a dizzying speed of about 5 Mbps.

Les

[Lesman]

Hi Michelle

They are probably going to lay a new cable next week and then I have to book a visit to connect and lay the cable inside the house.

Today the internet has interruptions.

I think the cable is not the only problem.

Regards.

Les

[Michelle-TalkTalk]

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

[Michelle-TalkTalk]

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